Returns and Refunds

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

All returns must comply with the conditions stated in this policy and be previously communicated to our customer support team.

The customer has the legal period of 14 days, from the date the order is received, to request the return of products purchased online.

For the return to be accepted, the products must meet the conditions stated on this page.

A return may only be accepted when:

• The product is new, unused and unopened.
• The product is returned in its original packaging.
• The product is accompanied by all applicable accessories, seals, protections and documentation.
• The customer provides proof of purchase or invoice.

Returned products must be properly packed for transport to avoid damage during return shipping.

Before returning any product, the customer must first contact Fernando’s Winehouse by email:

geral@fernandoswinehouse.pt

The return request must include the order number and the reason for the return.

After receiving the request, our team will provide the next steps and the instructions applicable to the return process.

Products must not be sent back for return without prior contact and confirmation from our team.

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

In these cases, return costs generally correspond to the same costs applied to the original shipment of the order, unless otherwise stated by our team.

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

Returns may be made by in-store delivery or by postal shipment, according to the instructions provided after contacting our team.

If a manufacturing defect, transport-related damage or shipping error is confirmed, the product may be exchanged or refunded at no additional cost to the customer.

In these cases, Fernando’s Winehouse will bear the costs necessary to correct the situation, including applicable shipping costs.

Returns are not accepted for:

• Used, opened or altered products.
• Products damaged by incorrect use, negligence or improper storage.
• Products that are not in their original packaging or do not meet suitable resale conditions.
• Products seized by customs authorities due to the local legislation of the destination country.
• Products whose return has not been previously communicated to and authorised by Fernando’s Winehouse.

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

For shipments outside the European Economic Area, any customs fees, local taxes, import costs or associated charges are the customer’s responsibility.

Orders refused by the customer, without any fault attributable to Fernando’s Winehouse, will be refunded after deducting shipping costs, return costs, any customs fees and other charges borne by the company.

The refund will be made after receipt and verification of the returned products.

Whenever possible, the refund will be made through the same payment method used for the purchase. If this is not possible, an alternative method will be agreed with the customer.

When the return results from an error attributable to Fernando’s Winehouse, the refund will be made in full, including applicable shipping costs.

When the return is made by customer decision, without an error attributable to Fernando’s Winehouse, applicable costs may be deducted from the refund amount, including shipping costs, return costs and non-recoverable payment processing fees.

Exchanges are subject to verification and acceptance of the returned products.

For an exchange to be accepted, the product must meet all the conditions stated in this policy.

Any price differences, shipping costs or associated costs will be adjusted between the parties before the new product is shipped.