Last Updated: 26 August 2026

At Fnaisn, we want you to be satisfied with your lighting purchase.

This Returns & Refunds Policy applies to purchases made through fnaisn.com in the United Kingdom.

Fnaisn specialises in:

Wall Lights
Bathroom Vanity Lighting

Our standard change-of-mind return period is 14 days from the date you receive your order.

Nothing in this policy affects or limits your statutory rights under applicable UK consumer law.

1. 14-Day Change-of-Mind Returns

If you change your mind about your purchase, you may request a return within 14 days of receiving your order.

You do not need to provide a reason for a change-of-mind return.

To request a return, please contact us within the 14-day period:

Email:
service@fnaisn.com

Telephone:
+44 20 8547 3528

Please include:

Your full name;
Order number;
Product name;
Date the order was received;
Reason for the return, if you wish to provide one.

We will provide further instructions after receiving your return request.

2. Return Condition

To be eligible for a change-of-mind return, the lighting product should be returned in an appropriate condition.

Where possible, the product should be:

Unused;
Uninstalled;
In its original packaging;
Complete with accessories;
Complete with mounting hardware;
Complete with manuals and instructions;
Free from unnecessary damage or marks.

Because lighting products may contain fragile components such as glass shades and electrical parts, please take particular care when repacking the product.

3. Do Not Install a Product You Intend to Return

For safety and hygiene reasons, we strongly recommend that you inspect your lighting product before installation.

If you are considering returning a product because you have changed your mind, do not install, wire or permanently mount the product.

Once a lighting product has been installed or electrically connected, it may no longer be considered to have been handled only as reasonably necessary to inspect its nature, characteristics and functioning.

Any reduction in value will be assessed in accordance with applicable UK consumer law.

4. 14-Day Return Period

The 14-day return period begins on the date you receive the product.

For orders containing multiple products delivered separately, the relevant period may run from the date the final product is received, where applicable under UK consumer law.

You must notify us of your decision to cancel within the applicable 14-day period.

After notifying us, you should return the product in accordance with the return instructions we provide.

5. Return Shipping

For a change-of-mind return, the customer is responsible for the return shipping cost, unless otherwise required by applicable law or agreed by Fnaisn.

We recommend using a tracked delivery service when returning a lighting product.

Please keep your proof of postage until your return has been processed.

Fnaisn cannot be responsible for products lost or damaged while being returned by a customer unless required by applicable law.

6. Original Delivery Costs

Where you exercise a statutory right to cancel an online purchase, the refund of the original standard delivery charge will be handled in accordance with applicable UK consumer law.

If you selected a more expensive delivery service than the standard delivery option offered by us, any additional cost may not be refundable where permitted by law.

7. Refunds

Once your returned product has been received and checked, we will process the applicable refund.

Refunds will normally be made using the same payment method used for the original purchase.

Fnaisn currently accepts:

VISA
Mastercard

We do not normally provide refunds to a different payment method.

8. Refund Processing Time

Once your returned product has been received and inspected, we will process your refund within 3 business days.

Your bank or card provider may require additional time to make the funds available in your account.

The exact time taken for the refund to appear may therefore vary depending on your card issuer or financial institution.

9. Damaged Products

If your lighting product arrives damaged, please contact us as soon as reasonably possible.

Do not install or operate a damaged lighting product.

Please provide:

Order number;
Photographs of the product;
Photographs of the packaging;
Description of the damage.

This will allow us to assess the issue and determine the appropriate remedy.

Your statutory rights are not affected.

10. Faulty Lighting Products

If your Fnaisn lighting product develops a fault or does not conform to the contract, you may have legal rights under applicable UK consumer law.

Depending on the circumstances, this may include rights to:

Repair;
Replacement;
Price reduction;
Refund.

These statutory rights are separate from our 14-day change-of-mind return policy.

Nothing in this policy limits your statutory rights.

11. Incorrect Product

If you receive a product that is different from the product you ordered, please contact us as soon as reasonably possible.

Please provide:

Order number;
Product received;
Product ordered;
Photographs of the product and packaging.

We will review the issue and provide an appropriate solution.

12. Bathroom Vanity Lighting Returns

Bathroom Vanity Lighting should not be installed before you have confirmed that:

The product is suitable for your intended location;
The IP rating is appropriate;
The electrical specifications are suitable;
The product dimensions are suitable.

If you have changed your mind about a Bathroom Vanity Light, please do not install or electrically connect the product before requesting a return.

13. Wall Light Returns

For Wall Lights, please inspect the product carefully before:

Drilling holes;
Mounting brackets;
Connecting electrical wiring;
Installing the light;
Removing protective components unnecessarily.

A Wall Light that has been permanently installed may show signs of use or installation.

Any reduction in value will be handled in accordance with applicable UK consumer law.

14. Products That Cannot Be Returned in Certain Circumstances

Certain products may be excluded from cancellation rights where an applicable legal exception applies.

If a specific exception applies to your order, we will inform you where required by law.

This may include products that are:

Made to the customer's specifications;
Clearly personalised;
Otherwise subject to a statutory cancellation exception.

15. Return Packaging

Lighting products can be fragile, particularly products containing glass.

Please use suitable packaging when returning a product.

Where possible:

Use the original packaging;
Protect glass components;
Protect electrical components;
Secure loose parts;
Include all accessories;
Include installation instructions and mounting hardware.

Damage caused by inadequate return packaging may affect the assessment of the product's condition where permitted by law.

16. How to Request a Return

After approval by the customer service (service@fnaisn.com), the package will be sent to the designated address (this address is only for administrative purposes and does not accept in-person returns / walk-ins).

To request a return, contact:

Fnaisn Customer Service

Email:
service@fnaisn.com

Telephone:
+44 20 8547 3528

Please provide your order number and product details.

Our customer service team will provide the appropriate return instructions.

17. Business Hours

Our customer service team is available:

9:00 AM – 5:00 PM

Monday to Friday, UK time

Emails received outside business hours will be handled during the next available business period.

18. Payment Methods

Fnaisn currently accepts only:

VISA

Mastercard

Refunds will normally be made to the original payment method used for the purchase.

For security reasons, please never send your complete card number or CVV/security code by email or telephone.

19. UK Consumer Rights

This policy is intended to operate alongside your statutory rights under applicable UK consumer law.

In particular, nothing in this policy removes or restricts rights relating to goods that are:

Faulty;
Not of satisfactory quality;
Not fit for purpose;
Not as described.

Where statutory rights provide a remedy, those rights will continue to apply regardless of our 14-day change-of-mind return policy.

20. Contact Information

Fnaisn

Telephone:
+44 20 8547 3528

Email:
service@fnaisn.com

Website:
fnaisn.com

21. Website Hosting & E-Commerce Platform

For transparency, our website hosting and e-commerce platform information is:

Hosting Provider Name:
SHOPLINE HOLDINGS LIMITED

Registered Address:
21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG

Telephone:
+852-81207281

Email:
support@shopline.com

E-commerce Platform Provider:
Shopline

22. Exchanges

We accept product exchanges within 14 days of delivery.

If you would like to exchange an item, please contact our customer service team within 14 days of receiving your order. The product must be unused, undamaged and returned in its original condition and packaging, where applicable.

Customers are responsible for contacting us before sending an item back. Please provide your order number and details of the item you wish to exchange.

Once we receive and inspect the returned product, we will arrange the exchange where the requested replacement is available. If the replacement item is unavailable, we may offer an alternative solution or refund in accordance with our Returns & Refunds Policy.

Any product that has been used, damaged after delivery, or returned without prior approval may not be eligible for exchange.

Fnaisn

Light. Design. Atmosphere.

Wall Lights · Bathroom Vanity Lighting

384 Streatham High Rd, London SW16 6HP, United Kingdom

Telephone: +44 20 8547 3528
Email: service@fnaisn.com

Business Hours: 9:00 AM – 5:00 PM, Monday to Friday, UK time

Payment: VISA · Mastercard