Returns and Refunds Policy

The website fernandoswinehouse.pt is owned by Fernando’s Winehouse Unipessoal, Lda., which is responsible for sales, shipments, returns and refunds made through the online store.

This policy applies to purchases made through the Fernando’s Winehouse online store, without prejudice to the rights legally granted to consumers.

The customer has the right to return purchased products within 14 days from the date of receipt of the order.

For the return to be accepted, the product must be new, unused and unopened.

The product must be returned in its original packaging, with all accessories, documentation and promotional gifts included, where applicable, and accompanied by proof of purchase or invoice.

To start a return, the customer must first contact Fernando’s Winehouse by email at geral@fernandoswinehouse.pt.

In the contact message, the customer must indicate the order number and the reason for the return.

After the request has been reviewed, the customer will be sent the necessary instructions to proceed with the return.

When the return occurs by the customer’s decision or due to an error attributable to the customer, the return shipping costs are the customer’s responsibility.

These costs correspond to the costs applied to the original shipment of the order, unless otherwise communicated by Fernando’s Winehouse.

When the return occurs due to an error by Fernando’s Winehouse, a defective product or an incorrect shipment, the shipping and collection costs of the return will be borne by the company.

Returns may be made by delivery in person at the shop or by postal shipment, according to the instructions provided after contact.

If a manufacturing defect or shipping error is confirmed, the product will be exchanged or refunded at no additional cost to the customer.

To analyse the situation, the customer may be required to send photographs of the packaging, the product and any damage or non-conformities detected.

Returns of products that have been used, opened, altered or damaged after delivery are not accepted.

Returns of products damaged due to incorrect use, negligence or improper storage are not accepted.

Returns of products seized by customs authorities due to local legislation in the destination country are not accepted.

The customer is responsible for checking whether the legislation of the destination country allows the import of alcoholic beverages.

For shipments outside the European Economic Area, any customs fees, taxes, import duties or associated costs are the customer’s responsibility, unless expressly stated otherwise.

Orders refused by the customer, without fault of the store, will be refunded after deducting shipping costs, return costs and any customs fees or associated charges.

The refund will be made within a maximum of 14 days after receipt and inspection of the returned product.

Whenever possible, the refund will be made using the same payment method used for the purchase.

If this is not possible, an alternative refund method will be agreed with the customer.

Exchanges are subject to stock availability and compliance with the conditions set out in this policy.

Any price differences between products will be adjusted between the parties before the exchange is completed.

The exchange will only be processed after receipt and inspection of the returned product.

For return, refund, exchange requests or additional clarification, please contact us at geral@fernandoswinehouse.pt.

Fernando’s Winehouse Unipessoal, Lda. — Estrada Nacional No. 1, No. 737, 4535-214 Mozelos, Portugal.