Refund policy

We want you to be satisfied with your purchase from Fancy Light. This policy explains how returns, cancellations, damaged products and refunds are handled.

30-day return policy

You may request a return within 30 days after receiving your order.

To request a return, contact us at:

Email: info@fancylight.nl
Telephone: +31 6 39475661

Please include your order number and the product or products you wish to return.

Returns must be requested before products are sent back. Products returned without prior notification may be delayed or refused where legally permitted.

After your return request has been accepted, we will provide return instructions and the applicable return address.

Condition of returned products

You may inspect a product in the same way that you reasonably could in a physical store.

Please return the product:

complete and with all included parts and accessories;
securely packaged to prevent damage during transport;
preferably in its original packaging, where reasonably possible.

You are responsible for any reduction in value caused by handling the product beyond what is necessary to establish its nature, characteristics and proper functioning.

The absence of the original packaging does not automatically remove your statutory right of withdrawal, although inadequate packaging or unnecessary damage may result in a deduction from the refund.

Return shipping costs

For returns made because you changed your mind, the direct cost of returning the product is paid by the customer.

Because lighting products may be large or fragile, return costs may vary depending on the product and carrier. Contact us before returning an item so that we can provide appropriate shipping instructions.

When a product is defective, damaged on delivery, incomplete or incorrect, Fancy Light will cover the reasonable return costs.

Do not send returns cash-on-delivery unless Fancy Light has agreed to this in writing.

EU right of withdrawal

Consumers in the European Union have the legal right to withdraw from an online purchase without giving a reason within 14 days after the day on which they, or a third party appointed by them, receive the product.

To exercise this right, you must send us a clear statement before the withdrawal period expires. You may contact us by email at info@fancylight.nl.

After notifying us of your withdrawal, you must return the product within 14 days.

Our voluntary 30-day return period does not limit your statutory 14-day right of withdrawal. EU consumers generally have at least 14 days to withdraw from an online purchase.

Refunds following withdrawal

When you withdraw from the entire order, we will refund:

the purchase price of the returned products; and
the cost of the least expensive standard delivery method offered for the original order.

Any additional cost resulting from your choice of a more expensive delivery method will not be refunded.

We will issue the refund within 14 days after receiving your withdrawal notice. We may withhold the refund until we have received the returned products or until you provide evidence that they have been sent back, whichever occurs first.

Refunds will be made using the original payment method, unless you expressly agree otherwise.

After we issue the refund, your bank or payment provider may need additional processing time before the amount appears in your account.

Partial returns

When only part of an order is returned, the original delivery charge will generally not be refunded, unless the delivery charge was calculated separately for the returned product or applicable law requires otherwise.

Damaged, defective or incorrect products

Inspect your order as soon as reasonably possible after delivery.

a product arrives damaged;
a product is defective;
parts are missing; or
you received the wrong product.

Email info@fancylight.nl with your order number, a description of the issue and clear photographs or video where possible.

We will assess the issue and provide an appropriate solution. Depending on the circumstances, this may include repair, replacement, collection, return or refund. Legal guarantee rights remain unaffected. Under EU rules, defective or incorrectly described goods must generally be repaired or replaced without charge, subject to the applicable legal conditions.

Exchanges

We do not currently process direct exchanges.

To obtain another product, request a return for the original item and place a new order separately. This does not affect your statutory rights concerning defective or incorrect products.

Exceptions

The right of withdrawal may not apply to:

products made to the customer’s specifications;
clearly personalised or custom-made products;
other products excluded from the right of withdrawal by applicable law.

A product is not excluded merely because it was discounted or purchased during a sale.

Please contact us before ordering a customised product when you are unsure whether it can be returned.

Order cancellations

We cannot guarantee that an order can be stopped after processing has begun. When cancellation before dispatch is no longer possible, you may use your applicable return or withdrawal rights after delivery.