Refund policy

Returns & Refunds

Right of withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party indicated by you, take physical possession of the goods.

How to withdraw

Inform us of your decision by an unambiguous statement, by email to support@fernwick.shop. You may use the model withdrawal form, but it is not obligatory. To meet the deadline, it is sufficient that you send your communication before the 14-day period has expired.

After notifying us, you must send the goods back without undue delay and no later than 14 days from the day you communicated your withdrawal.

Cost of returning goods

You will bear the direct cost of returning the goods. We are informing you of this before your purchase, as required. Return shipping is arranged and paid for by you.

Refunds

We will reimburse all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.

Reimbursement is made using the same payment method you used for the original transaction, unless agreed otherwise. You will not incur any fees as a result of the reimbursement.

Reduced value

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Exceptions

The right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons and were unsealed after delivery, nor to goods made to your specifications or clearly personalised.

Damaged or incorrect items

If an item arrives damaged, faulty or is not what you ordered, contact us within 14 days of delivery with photographs. We will arrange a replacement or a full refund at our cost, including return shipping. Your statutory rights regarding faulty goods are not affected by this policy.