Refund policy
RETURNS POLICY
Returns
You have 14 days from the date your order is delivered to request a return.
To begin a return, please email hello@danafabe.com before sending your item back. We may not accept returns sent without prior approval.
Once your return has been approved, it must be sent back within 14 days to:
Dana & Fabe
Unit 11, Halo Business Park
5 Cray Valley Road
Orpington
BR5 3FQ
United Kingdom
Items must be returned unused, uninstalled and unaltered, in the condition in which they were received and, wherever possible, in their original packaging.
Return delivery
Customers are responsible for arranging and paying for return delivery. As our lamps are fragile, all returns must be carefully repacked and sent using a tracked service.
Dana & Fabe cannot accept responsibility for items that are lost or damaged during return transit. We therefore recommend retaining your proof of postage and tracking information until your return is complete.
Original delivery charges are non-refundable, except where required by law or where an item is faulty, damaged or incorrect. Where applicable under UK or EU consumer law, we will refund the cost of our standard delivery service.
Bespoke and made-to-order pieces
Items that have been bespoke-made, personalised, altered or produced to your individual specifications cannot be cancelled or returned for a refund unless they are faulty.
At our discretion, we may agree to accept an eligible bespoke piece in exchange for a Dana & Fabe credit note. Please contact us to discuss this before arranging a return. Any agreed return delivery costs will be the customer’s responsibility.
This exclusion does not apply to standard products simply because they are produced or prepared after an order is placed.
Trade and commercial orders
Orders placed wholly or mainly for business or professional purposes are not covered by consumer cancellation rights.
Where we agree to accept a return from a trade or commercial customer, a 30% restocking fee will be deducted from the value of the returned item. Bespoke, customised and made-to-specification trade orders cannot be returned unless otherwise agreed in writing.
Damages, faults and incorrect items
Please inspect your order as soon as it arrives. If it is damaged, faulty or incorrect, contact us as soon as possible at hello@danafabe.com and include photographs of the item, its packaging and the delivery label.
Please retain all packaging while we assess the issue. Where an item is confirmed to be faulty, damaged in transit or supplied incorrectly, we will arrange or cover the appropriate return delivery and offer a repair, replacement or refund in accordance with your legal rights.
Marks, variations and irregularities that are inherent to handmade, antique or vintage pieces—and that were shown or described before purchase—are not considered faults.
Refunds
We will notify you once your return has been received and inspected.
Approved refunds will be issued to your original payment method within 14 days of receiving the returned item, or earlier where required by law. Your bank or card provider may require additional time to process the refund.
We may make a reasonable deduction where an item has been handled beyond what is necessary to inspect it and its value has consequently been reduced. This does not include a fixed restocking fee for consumer returns made under statutory cancellation rights.
If more than 15 business days have passed since we confirmed that your refund was issued, please contact hello@danafabe.com.
European Union cooling-off period
If your order is delivered to a country within the European Union, you have the right to cancel it within 14 days of delivery without giving a reason, subject to the exclusions for bespoke, personalised and made-to-specification goods.
You must notify us within those 14 days and return the item within a further 14 days. The item must be returned in accordance with the return instructions above.
Your statutory rights are not affected by this policy.