Returns

RETURNS & REFUND POLICY
Effective date: October 18, 2026.

Standard sizes: 30-day change-of-mind returns
Contact info@northkaiser.com within 30 days of delivery with your order number to start a return. Under our voluntary return offer, the piece must be unused and in its original packaging. These conditions do not restrict any inspection, withdrawal, defective-product or other rights you have under applicable law.
Our return location is in the United States. After your return request is approved, we provide the return address and shipping instructions. Please contact us before sending the piece so that it reaches the correct location. Our registered company address is not necessarily the return destination. This coordination process does not limit your statutory cancellation, return or defective-product rights.
For a change-of-mind return, you pay return shipping and applicable return-import charges. You may arrange your own return shipping following our return instructions, or ask us to provide a return label. If we provide a label, we tell you its cost and obtain your agreement before deducting it from your refund. There is no restocking fee. For a large piece, contact us for a return transport estimate before ordering. We pay the necessary return or replacement transport costs for a damaged, defective or incorrectly supplied piece.
We issue an approved refund to the original payment method within five business days of receiving the returned piece, or earlier where required by law. Your bank or payment provider may take additional time to display it. We do not deduct outbound shipping that was advertised as free.

Cancelling a standard-size order
You may cancel within 24 hours of ordering for a full refund. Email us within that window. After 24 hours, contact us promptly: we will stop the order if production and dispatch allow, but cannot guarantee a voluntary cancellation. Your 30-day return offer and applicable legal cancellation rights remain available.

Made to Measure pieces
Before both final written drawing approval and production start, you may cancel and receive a refund of the amount paid for the piece. The separate design fee follows the rules below.
Once you have approved the final drawing and dimensions in writing and production has begun, custom-made pieces are generally not eligible for change-of-mind cancellation or return. Production starts only after you have approved the final drawing, dimensions and price in writing and we have received the required payment. We confirm production start in writing. This restriction does not apply to damaged, defective, incorrectly supplied or materially non-conforming pieces, or limit rights required by law.

The $250 design fee
Custom-size quotes for existing designs and quotes from your own dimensioned, buildable drawings are free. The final product price depends on the agreed specifications; a free quote does not mean that a size change has no effect on the product price.
A new design starts with a US$250 design fee. It covers a dimensioned technical drawing of one piece and one revision. We deliver the first drawing within five business days after we have received payment and your complete reference photo and project details. Once you have paid the design fee, you may use the delivered drawing to have the piece made by another manufacturer; you do not have to order production from North Kaiser. This permission does not itself transfer ownership of all intellectual property in the drawing. We tell you if information is missing.
Extra revisions are charged only after you agree to the price. Correcting a drawing that does not match the information you supplied does not use up your included revision. If we cannot prepare the drawing, or cannot correct such a mismatch, we refund the fee in full.
The fee is refundable in full before the first drawing reaches you. After it reaches you, the fee is not refunded solely because you change your mind or decide not to order the piece. The correction and non-delivery protections above and applicable legal rights still apply.
If you order that piece, the paid, unrefunded design fee is credited once in full against the piece's agreed total price; it is never added on top. Where checkout uses another currency, the credit follows the actual fee amount and currency paid, as confirmed in your quote. We confirm the credit before product payment. A fee already refunded is not also credited. Any further refund calculation takes account of previous payments, credits and refunds so that the same payment is not refunded twice; applicable legal entitlements remain unchanged.

Damaged, wrong or defective pieces and warranty
Tell us as soon as possible, ideally within seven days of delivery. This is a prompt-reporting request, not a deadline that ends your rights. Photos and your order number help us investigate. We provide a repair, replacement, full refund including applicable shipping, or another remedy required by law, at no cost to you.
Our two-year limited manufacturing-defect warranty runs from delivery. The supplied LED adapter is also covered for failure during normal use for two years from delivery. The LED light strip is covered for two years from delivery against failure caused by manufacturing or material defects during normal use. Damage caused by cutting, impact, unauthorised electrical intervention or incorrect connection is excluded only to the extent that the action caused the damage. This does not limit mandatory legal rights. The two-year warranty described above applies to both residential and commercial use, including hotels, offices and restaurants, under the same coverage conditions. For covered warranty failures, we pay for necessary replacement parts and their shipping. We also cover reasonable local electrician or service labour costs necessary to remedy a covered failure. Before commissioning the work, send us the price quote and obtain our written approval. This prior-approval condition does not limit remedies or costs we must cover under applicable law. Damage caused by improper installation, electrical modification, normal wear or moisture exposure beyond a product's documented rating is excluded only to the extent caused by that condition. The warranty is additional to applicable statutory rights; it does not replace or shorten them. See our Terms of Service for the full warranty.

Your legal rights
Nothing in this policy removes mandatory consumer rights, including any applicable distance-selling withdrawal rights and remedies for non-conforming goods or services. A custom-made product exception to change-of-mind withdrawal does not remove defective-product rights. Where a mandatory rule gives you more protection, that rule applies.