Refund policy

Last updated: 13 October 2026

FANK STUDIO IS A TRADING NAME OF CASDAM LTD (company no. 15893436, registered in England and Wales). This policy explains how cancellations, returns and refunds work. Nothing in it affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

CHANGED YOUR MIND? 14 DAYS TO CANCEL:

If you are a consumer buying online, you can cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. If your order arrives in several parcels, the 14 days run from the day the last item arrives.

To cancel, email hello@fankstudio.com with your order number and the items you want to return before the 14-day period ends. You can also use the model cancellation form at the end of this policy, but you don't have to. We will reply with the return address and instructions.

You must then send the items back within 14 days of telling us you want to cancel.

RETURN CONDITIONS:

– Return items unused, in the same condition you received them, with all parts and packaging where possible. Pack them carefully: you are responsible for the goods until they reach us.

– You may handle an item as you would in a shop to check it. If an item has been used, damaged, installed, assembled or handled beyond that, we may reduce your refund to reflect the loss in value, up to the full price.

– Lighting that has been wired or installed by you can still be returned, but its refund may be reduced by up to its full value, because it can no longer be sold as new. This does not apply if it is faulty.

– Return postage for change-of-mind returns is paid by you. We recommend a tracked service and keeping proof of postage; we cannot refund items we never receive.

– Please do not send items back without contacting us first. Parcels sent to an address we have not given you may be lost, and we cannot be responsible for them.

YOUR REFUND:

– We refund the price of the returned items and the standard delivery charge you paid for them. If you chose a more expensive delivery option, we only refund the cost of our cheapest standard option.

– We refund within 14 days of receiving the items back, or of you giving us proof that you sent them, whichever is earlier.

– Refunds go back to the original payment method. We do not charge a fee for refunds.

FAULTY, DAMAGED OR WRONG ITEMS:

If something arrives faulty, damaged or not as described, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. In that case we cover the return costs.

– Please email us within 48 hours of delivery if anything arrives damaged, with your order number and clear photos of the item and the packaging. This lets us claim from the courier and sort it out fast. Reporting later does not remove your legal rights, but it can make the investigation slower.

– Within 30 days of delivery you can reject a faulty item for a full refund. After 30 days we will first offer a repair or replacement.

– Some faults can be solved without a return (for example a missing part). We may ask for photos or a short video before arranging a return.

WHAT IS NOT A FAULT:

– Small variations in colour, finish or reflection compared with our photos, caused by lighting, screens and natural production differences in metal, chrome, glass and acrylic.

– Wear and tear, accidental damage, misuse, or damage from incorrect installation, cleaning or use against the care instructions.

– Electrical items that were not installed by a qualified electrician where we say this is required.

CANCELLING BEFORE DISPATCH:

If your order has not been dispatched yet, email us and we will cancel it and refund you in full. If it has already been dispatched, the return process above applies.

ORDERS FROM OUTSIDE THE UK:

Your local consumer rights apply in addition to this policy. Any import duties or taxes you paid to a courier or customs authority are not paid to us; we will help you reclaim them where possible but cannot refund them directly.

CONTACT:

CASDAM LTD, trading as FANK Studio
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
hello@fankstudio.com

MODEL CANCELLATION FORM:

(Complete and return this form only if you wish to cancel the contract.)

To: CASDAM LTD (FANK Studio), 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, hello@fankstudio.com
I hereby give notice that I cancel my contract of sale of the following goods: ______
Ordered on / received on: ______
Order number: ______
Name: ______
Address: ______
Signature (only if this form is sent on paper): ______
Date: ______