Returns and Refunds Policy
Effective date: [Placeholder: effective date]
The Arabic text is the authoritative text and this English text is a translation of it. This policy does not limit any of your rights under Consumer Protection Law No. 181 of 2018.
1. In short
- You may return any piece within 14 days of receiving it, without giving a reason.
- We collect it from your door free of charge.
- We refund you within 72 hours of collection.
- A piece that has been installed and tested is fine. A piece that is damaged or has missing parts is not.
The law requires a refund within 7 days of the return. We refund within 72 hours, and we pay for the collection.
2. The return period
The 14 days start on the day you receive the piece. If your order arrived in more than one shipment, the period for each piece starts on the day you received it.
3. How to return a piece
1. Tell us within 14 days on WhatsApp at [Placeholder: WhatsApp number], at care@fanosia.com or on the website, with your order number. You do not have to give a reason.
2. We book the collection from your door within 2 working days, free of charge.
3. Get the piece ready with all its parts and accessories, and the bulbs if they were included. Return it in its original packaging if you still have it; we never refuse a piece because its box was opened. If the piece is installed on a ceiling or wall, tell us when you ask for the return so we can agree how it will be taken down and when we collect it.
4. We inspect the piece as soon as it reaches us.
5. We refund you within 72 hours of collection, and send you the transaction reference.
4. When a return is accepted
| Accepted | Not accepted |
|---|---|
| A piece that has been installed and tested | A piece damaged after you received it |
| A piece whose box has been opened | A piece with missing parts or accessories |
| A piece returned without its original packaging, as long as it arrives intact |
If we cannot accept a return, we send you photographs of what we found within 72 hours of collection and explain why, and then send the piece back to you at our cost.
Transit damage and defects are not your responsibility; they have their own rules in sections 8 and 9.
5. How and when we refund
| How you paid | How we refund |
|---|---|
| Cash on delivery | By Instapay to the account you give us, or by bank transfer if you do not use Instapay |
| Card | To the same card, through Paymob |
| Mobile wallet | To the same wallet |
| Instapay or bank transfer | To the same account |
| A deposit plus a balance paid on delivery | Each part by the method it was paid, as above |
- Timing: we issue the refund within 72 hours of collecting the piece from you.
- Refunds to a card: your bank may take a few more days to show the amount in your account. We send you the transaction reference and the date we issued it, so you can follow it up with your bank.
- The amount: the full price of the returned pieces. If you return the whole order, we also refund the delivery fee if you paid one.
6. Exchanges
An exchange with us is a return and a new order at the same time, so you never wait for one to finish before the other starts.
- Tell us which piece you would like instead, and we confirm the new order on WhatsApp.
- Whenever we can, we deliver the new piece on the same visit as the collection, so you are not left without light.
- If the new piece costs more, you pay only the difference. If it costs less, we refund the difference within 72 hours of collecting the first piece.
7. Made-to-order pieces
Pieces we order from the workshop or supplier after your order is confirmed are pieces from our range, and this whole policy applies to them, including returns within 14 days. We do not currently make pieces to a customer's own specification.
8. Defective or non-conforming pieces (within 30 days)
If a piece has a defect, or is not as described on its product page, tell us within 30 days of receiving it with a photo or short video. You choose either a replacement or a full refund, and we collect the piece from your door free of charge.
9. Damage in transit (within 48 hours)
If a piece arrives damaged in transit, tell us within 48 hours of receiving it with a photograph of the piece and the box. We send a replacement first, or refund you if you prefer. We handle the claim with the courier.
The 48 hours are the fast track. If you find transit damage after that, you do not lose your rights: we handle it under section 8 within 30 days of receipt, and after that under the warranty in section 10.
10. After 30 days: the warranty
Defects that appear more than 30 days after you receive a piece are covered by Fanosia's 3-year warranty, under section 12 of the Terms and Conditions. We repair the piece, replace it if it cannot be repaired, and pay for transport both ways.
11. What happens to returned pieces: the Open-Box collection
We inspect and test every returned piece.
- If it comes back in fully new condition, with no sign of use or installation and with all its parts and packaging, it goes back into stock as a new piece.
- If it shows any sign of use or installation, or its packaging is no longer as it was, we never sell it as new. We offer it in the Open-Box collection at 15–25% off, with a written description and photographs of its actual condition.
If you buy a piece from the Open-Box collection: it has been inspected and tested, it comes with all its parts, and it carries Fanosia's 3-year warranty and the 14-day return right, like any other piece. The only difference is what its product page says about its condition.
12. Contact us
Saturday to Thursday, 11:00–21:00. On Fridays you receive an automatic reply, and we answer on the next working day.
- WhatsApp [Placeholder: WhatsApp number]: first reply within 2 working hours.
- Instagram and Facebook messages: first reply within 4 hours.
- Email care@fanosia.com: first reply within 1 working day.