Products

Return & Refund Policy

Return & Refund Policy

1. General Information

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

2. Right of Return

Customers have the right to return purchased products within 14 (fourteen) days from the date of delivery, provided that:

  • The product is new, unused, and unopened;
  • The product is returned in its original packaging, including all accessories and documentation;
  • A valid proof of purchase or invoice is provided.

3. Return Procedure

To initiate a return, customers must contact Fernando’s Winehouse Unip. Lda in advance by email:

geral@fernandoswinehouse.pt, indicating the order number.

4. Return Shipping Costs

  • When a return is requested due to customer decision or customer error, a return handling and shipping fee of USD 30 per bottle will apply. This cost will be deducted from the refund amount or charged separately if applicable.
  • When a return results from an error by Fernando’s Winehouse Unip. Lda (defective product or incorrect shipment), return shipping and collection costs will be fully covered by the company.

Returns may be made by in-store drop-off or by postal shipment, according to the instructions provided after contact.

5. Defective Products or Incorrect Shipments

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

6. Exclusions

Returns will not be accepted for:

  • Used, opened, or altered products;
  • Products damaged due to improper use, negligence, or inadequate storage;
  • Products seized by customs authorities due to local regulations.

7. International Orders & Customs

  • Customers are responsible for ensuring that local laws allow the importation of alcoholic beverages into the destination country.
  • For shipments outside the European Economic Area, any customs duties, taxes, or associated fees are the responsibility of the customer.
  • Orders refused by the customer without fault of the store will be refunded minus shipping costs, return fees, and any applicable customs charges.

8. Refunds

  • Refunds will be processed within a maximum of 14 days after receipt and inspection of the returned product.
  • Whenever possible, refunds will be issued using the same payment method used for the purchase.
  • If this is not possible, an alternative refund method will be agreed upon with the customer.

9. Exchanges

  • The product must meet all conditions outlined in this policy;
  • Any price differences will be adjusted between the parties.