Your Consumer Rights

We want you to buy from KiiTOS with confidence. This page explains the rights you have when you order from us, especially if you live in the European Union, the European Economic Area, the United Kingdom or the United States.

Nothing in this page, our Refund Policy, our Terms of Service or any other page limits rights you have under the law of your country. Where a statutory right gives you more protection than our own policies, that statutory right applies.

1. Your statutory rights

When you buy from us as a consumer, goods must be as described, of satisfactory quality, and fit for their purpose. If a piece does not meet these standards, you are entitled to a remedy. These rights exist independently of any goodwill policy we offer, and they cannot be excluded by contract.

2. Right to cancel — EU, EEA and UK (14 days)

If you are a consumer in the EU, EEA or UK, you have the right to cancel a distance-sale order within 14 days of receiving the goods, without giving a reason.

• How to cancel: email [email protected] with your order number, or use the model cancellation form below. A clear statement is enough.
• Returning the item: send it back within 14 days of telling us you wish to cancel. You are responsible for the cost of return shipping unless the item was faulty or not as described.
• Condition: please handle the piece with care. You are only liable for any loss in value caused by handling beyond what is necessary to check its nature, characteristics and fit.
• Refund: we will refund the price you paid (including the standard delivery cost) within 14 days of receiving the returned item or proof that you sent it back, whichever is earlier, using the same payment method where possible.

Exceptions. The right to cancel does not apply to goods made to your own specification or clearly personalised, or to sealed goods which were unsealed after delivery and cannot be returned for health-protection or hygiene reasons. Pieces bought from our standard collection are not personalised, so the 14-day right normally applies.

3. Faulty, damaged or misdescribed pieces

If your piece arrives damaged, is not as described, or develops a fault, please contact us as soon as possible (and within 30 days of delivery) with photographs and your order number.

• EU / EEA: you have a legal guarantee of conformity. For two years from delivery, you are entitled to have the goods brought into conformity (repair or replacement), or to a price reduction or refund where that is not possible. In the first year (and in many countries longer), a defect is presumed to have existed at delivery unless we prove otherwise.
• UK: under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. You may be entitled to a repair, replacement, price reduction or refund.
• US: goods carry implied warranties of merchantability and fitness for a particular purpose, and we honour any express warranty we make. State consumer-protection laws may give you additional rights.

Where a remedy is due, we will repair, replace or refund the item. If a one-of-a-kind piece cannot be replaced, we will offer a repair or a full refund.

4. Delivery and risk

We ship worldwide. Estimated delivery times are shown at checkout and depend on your destination and customs. Risk in the goods passes to you when you (or someone you nominate) receive them. If your parcel is lost or damaged in transit, contact us and we will help resolve it with the carrier.

5. Prices, taxes and import duties

Prices are shown in USD or EUR. The price you pay at checkout is the price of the piece; there are no hidden charges added by us after you order. Depending on your country, import VAT, customs duties or handling fees may be charged by the authorities or carrier on delivery. These are your responsibility unless the law requires otherwise, and we will tell you clearly at checkout where such charges may arise.

6. Payments

Payments are processed securely by Stripe. We do not store your full card details. If you believe you have been charged incorrectly, contact us first — we will investigate promptly. You also keep any right you have to contact your card issuer or bank.

7. Privacy and your data

We process personal data to fulfil your order and to comply with the law. For details, including your rights of access, correction and erasure, see our Privacy Policy.

8. Complaints and dispute resolution

If something is wrong, please contact us first at [email protected]. We aim to reply within 2 business days and to resolve complaints within 14 days.

EU consumers may also use the European Commission’s online dispute resolution platform or contact their national consumer authority. UK consumers may contact Citizens Advice or their local trading standards service. Nothing here prevents you from exercising a statutory right or from bringing a claim in a court that has jurisdiction under the law of your country.

9. Governing law

Our Terms of Service are governed by the laws of the Hong Kong Special Administrative Region. This does not remove the protection of mandatory consumer law in your country of residence, and it does not affect your right to bring proceedings in a competent court there.

10. Model cancellation form

You may copy and complete this form and email it to us:

To: KiiTOS EdTech Laboratory Limited, [email protected]
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number: ____________________
Ordered on: ____________________ / Received on: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature (only if sent on paper): ____________________
Date: ____________________

11. Contact

KiiTOS EdTech Laboratory Limited
Email: [email protected]
We aim to respond within 2 business days.

This page is a plain-language summary for customers. It is not legal advice to third parties, and it does not replace the mandatory consumer law that applies where you live.