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Return & Replacement policy


Last Updated: September 30, 2026

We sincerely hope you enjoy the iKier product, but we also understand that sometimes you might want to cancel an order or return the product for a refund. Depending on the order status, you can contact us through the method below

Order Placed Order Delivered
  • Please send an email to support@ikier.com. Mon. - Fri. from 9:30 AM to 6:30 PM HKT
  • We will attempt to cancel your order and give you a refund.
  • The refund fee ranges from 3.5% to 6% for Europe and the UK, depending on the payment channel used. Please note that these fees are imposed by the payment processor at the time of the order and are not received by us.
  • Please do not open a PayPal case; this will prolong the refund process.
  
  • Please send an email to support@ikier.com. Mon. - Fri. from 9:30 AM to 6:30 PM HKT
  • We will help you with your return or replacement process as soon as possible.
  • The product must meet the Return Conditions below. You may need to pay a service fee and the shipping cost.
  • Please note that unauthorized or unidentified returns may experience significant delays in processing and refunding, as it takes longer to match the package to your order.


Scope

  • The provisions of this return policy apply exclusively to purchases made directly through the official iKier Global website https:// ikier.com/ (hereinafter also referred to as iKier).
  • Within 30 calendar days starting from 00:00 on the day after receiving a product, if the product has no manufacturing defect.
  • Within 24 months after receiving a product if the product has a manufacturing defect.
  •  Products purchased through authorized resellers or other sales platforms are subject to their respective policies. Please contact the reseller or platform for further information.

Return & Replacement Conditions

 Within 30 calendar days after receiving a product, if the product has no manufacturing defect, you will need to provide the original receipt and pay a service fee for the refund.

Package Status Product Category Period Service fee*
Unopened Machine 7 ~ 15 days 10%
Unopened Accessory Within 7 days 15%
Opened, Unused Machine Within 7 days 15%
Opened, Unused Accessory Within 15 days 20%
Opened, Used Machine Within 15 days 30%
Opened, Used Accessory Within 15 days 20%
Opened, Used Machine Within 30 days 30%
Opened, Used Accessory Within 30 days 30%

 

*Note:

  • The percentage of the service fee will be calculated on the total price of the order, including tax and shipping costs.
  • The service fee does not include the return shipping fee. Please note that if you want to cancel the order or return the product within 30 calendar days of receipt without any product manufacturing defect, you will pay the shipping fee.
  • All products, packages, and materials must be intact. Please keep the original packing box and purchase receipt in case you need to send back the products, or it might impact the progress of the return.
  • Once we receive your product, our team will inspect it. If it meets the conditions, we will process your refund to the original payment method within 2-7 business days.
  • If you choose to exchange the item for one of higher value, you will need to pay the difference; if the new item is of lower value, we will refund the difference. You may make up to two exchanges.
  • Refurbished items can only be exchanged for other refurbished items; they cannot be exchanged for brand-new items.

Special Cases

Damaged, defective, or incorrect items received:

·If you receive a product that is damaged, defective, or not what you ordered during transport, please contact our customer service within the specified 24-month return period to arrange a return, warranty, or exchange. In such cases, iKier will cover all return and replacement shipping costs.

Damage due to improper handling:

Products damaged due to improper handling or unauthorized disassembly and/or malfunctioning are excluded from the return. In such cases, the return request will be rejected.

However, you can contact our Customer Support Team at support@ikier.com for repair support.

Missing accessories or packaging:

For a successful return, the product must be returned with all accessories, possible gifts, and the original packaging. Otherwise, the return will be rejected, or the refund will be reduced.

Bundle offers:

For bundle offers containing discounted products, refunds for accessories included in a bundle will be calculated based on the order’s discount percentage, rather than the individual retail price of the accessories.

Materials and after-sales parts:

Due to transportation issues, materials and after-sales parts are excluded from the return. Included accessories, such as the user manual, materials, screwdriver, toolkit, consumable clips, purifier filter, window lens, etc.

License Key and Gift Cards:

All digital products are non-refundable and non-returnable due to the inability to verify post-purchase distribution or gifting activities.

The LightBurn License Key is a third-party product. We only retain issuance records of license keys for 90 days. While we typically keep users’ purchase records beyond that period, we reserve the right to delete purchase data after 90 days. Therefore, we strongly recommend that you securely save your License Key immediately upon receipt.

Scope of responsibility

  • During the provision of after-sales service, iKier will cover the loss of the product only when it assumes responsibility for transit and repair.
  • UNLESS OTHERWISE REQUIRED BY LAW, IN NO EVENT SHALL iKier BE LIABLE FOR PERSONAL INJURY, OR ANY INCIDENTAL, SPECIAL, INDIRECT, OR CONSEQUENTIAL DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, LOSS OF DATA, BUSINESS INTERRUPTION, OR ANY OTHER COMMERCIAL DAMAGES OR LOSSES, ARISING OUT OF OR RELATED TO YOUR USE OR INABILITY TO USE iKier’S PRODUCTS, HOWEVER CAUSED, REGARDLESS OF THE THEORY OF LIABILITY (CONTRACT, TORT OR OTHERWISE) AND EVEN IF iKier HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Amendment

We may update this policy at any time. The "Last Updated" date at the top shows the effective date. Your continued use of our services after the update means you accept the new policy.

** This after-sales policy may vary according to local laws and regulations, and iKier reserves the right to interpret and modify this warranty policy at any time at its sole discretion.