Returns & Refund Policy

Fernando Carvalho values transparency and fairness. This policy is compliant with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which govern your rights as a buyer in the United Kingdom.

Your Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your item, without giving any reason. This is your statutory cancellation right.

To exercise this right, you must notify us within 14 days of delivery. You then have a further 14 days to return the item to us. Refunds will be issued within 14 days of us receiving the returned goods.

Conditions for Returns

To qualify for a return or exchange, items must:

Be in their original, undamaged packaging
Show no signs of use, wear, odour, or soiling
Include all original tags, accessories, manuals, and components
Be in the same condition as when received

Items that do not meet these conditions will not be accepted and will be returned to the sender. We reserve the right to deduct an amount from your refund to reflect any reduction in the value of the goods caused by your handling of them.

Faulty or Defective Items

If your item arrives damaged or develops a manufacturing fault, you are protected under the Consumer Rights Act 2015. Please contact us immediately and provide:

A description of the fault
A short video or photos clearly showing the defect
Your order number
The email address used at checkout

Once reviewed and approved, you may choose from:

A replacement of the same item
Store credit to the full value
A full refund including any delivery charges paid

How to Request a Return or Refund

Send an email to: support@fernandocarvalho.co.uk

Please include:

Your full name
Order number
Product name
Reason for the return
Video or photos of the defect (if applicable)

Our team will respond with a return address, postage instructions, and next steps.

Refund Processing Times

Once your return has been received and inspected, refunds are processed within 7 business days. Please allow additional time depending on your bank or card provider — typically 3 to 5 additional business days for the funds to appear in your account.

Return Postage Costs

Faulty or defective items: all return postage costs are covered by Fernando Carvalho
Change of mind returns: return postage is the responsibility of the customer

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK law.