Refund policy

Last Updated: October 28, 2026

This Refund Policy explains the return period, eligibility requirements, return procedures, refunds, replacements and return-shipping responsibilities for purchases made through https://www.fernver.com/.

This policy applies to customers purchasing products through the Fernver website.

Fernver is based in the United Kingdom and provides products and customer service to customers purchasing through its online store.

For additional information about delivery and payment, please review our Shipping Policy and Payment Terms.

1. Return Window

Fernver accepts eligible returns requested within 30 days after the delivery date.

The 30-day return period begins on the date the customer receives the order.

Eligible voluntary returns include:

  • Ordered the wrong item;

  • Selected the wrong product or variation;

  • Changed their mind;

  • No longer wants the product.

Return requests must be submitted within the 30-day return period.

This voluntary return policy does not limit or replace consumer rights, guarantees or remedies provided under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable United Kingdom consumer protection laws.

2. Return Eligibility

For an eligible voluntary return, the product must:

  • Be unused and in its original condition;

  • Be in the same condition as received;

  • Include original tags, packaging and accessories; and

  • Include valid order information or proof of purchase.

Non-Returnable Items

The following items are not eligible for voluntary change-of-mind returns:

  • Products clearly identified as final sale or non-returnable before purchase, where permitted by law;

  • Personalised or customised products;

  • Products that have been used, modified or altered after delivery;

  • Products damaged after delivery due to customer misuse or handling.

These voluntary return conditions do not exclude or restrict rights relating to products that are defective, damaged, incorrect or protected under consumer protection laws, including statutory cancellation rights where applicable.

3. How to Request a Return

To request a return, customers must contact Fernver within the 30-day return period.

Return requests can be submitted through:

Contact Page: https://www.fernver.com/pages/contact

or by

Email: hello@fernver.com

Customers must provide:

  • Order number;

  • Customer name and email address used for the order;

  • Product details;

  • Reason for the return;

  • Clear photographs showing the product condition when photographs are needed to verify the return request.

Our customer support team will review the request and provide return instructions after the return request is approved.

Customers should not send products back before receiving return instructions from Fernver. This does not affect any statutory right to cancel or return an order.

4. Change-of-Mind Returns

Change-of-mind returns are voluntary returns requested within the 30-day return period.

For approved change-of-mind returns:

  • The customer is responsible for the return shipping cost, where permitted by law;

  • Returns must be sent by mail;

  • Customers are responsible for obtaining return tracking information;

  • Fernver does not charge a restocking fee.

The customer is responsible for the returned package until it is delivered to the designated return address provided by Fernver, subject to applicable consumer protection laws.

Fernver does not refund original shipping charges after the order has been delivered, except when a refund of those charges is required by law, including applicable statutory cancellation rights.

5. Damaged, Defective or Incorrect Items

Customers should inspect products after delivery.

If a product arrives:

  • Damaged;

  • Defective;

  • Incorrect,

customers should contact Fernver within 7 business days after delivery.

Customers must provide:

  • Order number;

  • Description of the issue;

  • Clear photographs showing the product condition;

  • Photographs of the packaging when the packaging is relevant to the reported issue.

Fernver will review the information provided and determine the applicable remedy.

For a product confirmed to be damaged, defective or incorrectly supplied, Fernver will provide:

  • A replacement;

  • A refund; or

  • Another remedy required by consumer protection law.

When a return is required for a confirmed damaged, defective or incorrect product, Fernver will cover the reasonable return shipping cost.

The 7-business-day reporting period is an administrative request for reporting delivery issues and does not remove consumer rights that cannot legally be excluded.

6. Consumer Protection Rights

Fernver is based in the United Kingdom and recognises consumer protection obligations under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable United Kingdom consumer protection laws.

Nothing in this Refund Policy excludes, limits or modifies any rights or remedies that cannot legally be excluded.

For customers covered by United Kingdom consumer protection laws, products purchased from Fernver must meet applicable statutory requirements, including being of satisfactory quality, fit for purpose and as described.

Under the Consumer Rights Act 2015, customers may have a short-term right to reject faulty goods within 30 days, along with other statutory remedies such as repair, replacement, price reduction or refund where applicable.

For eligible distance purchases, customers generally have a statutory right to cancel within 14 days after receiving the goods, subject to applicable legal exceptions. Customers generally have a further 14 days after notifying Fernver of cancellation to return the goods.

For customers located in the United States, this Refund Policy does not limit rights provided under applicable United States federal or state consumer protection laws.

Customers in other eligible international destinations may also have mandatory consumer rights under the laws applicable to their purchases.

The voluntary 30-day return policy described in this document is additional to mandatory consumer rights.

7. Refunds

Returned products are inspected after they are delivered to the designated return address.

For approved voluntary returns, refunds will be issued to the original payment method within 3–7 business days after the returned product has been inspected and approved.

Customers will receive confirmation once the refund has been processed.

After Fernver issues a refund, the time required for the funds to appear in the customer's account depends on the customer's bank, card issuer or payment provider.

For statutory cancellations, refunds will be issued within the timeframes required by applicable law, generally within 14 days after receiving the returned goods or evidence that they have been sent back, whichever is earlier.

Refunds will not be issued for returned products that do not meet the eligibility requirements described in this policy, except when a refund is required by law.

8. Late or Missing Refunds

If a refund has been confirmed but has not appeared in the customer's account:

  • Check the original payment method used for the order;

  • Contact the bank, card issuer or payment provider;

  • Contact Fernver if the refund remains unavailable after the payment provider's stated processing period.

For assistance, contact:

Email: hello@fernver.com

Please include your order number when contacting us.

9. Exchanges and Replacements

Direct exchanges are not available for customer preference returns.

If you would like a different item, product variation, or style, please return the eligible item according to this Refund Policy. After the return has been processed, you may place a new order for the preferred item.

For items confirmed to be damaged, defective, or incorrect upon delivery, Fernver will provide a replacement or refund to the original payment method, in accordance with applicable consumer protection laws.

If a replacement is unavailable, a refund will be issued to the original payment method where required by law.

10. Return Method and Return Costs

Return Method: By mail

Return Window: 30 days from delivery date

Restocking Fee: None

Change-of-Mind Return Shipping: Customer responsibility, where permitted by law

Damaged, Defective or Incorrect Product Return Shipping: Covered by Fernver

Customers must retain proof of postage and tracking information until the return process has been completed.

11. Contact Information

For questions about returns, refunds, replacements or this Refund Policy, please contact Fernver:

Store Name: Fernver

Website: https://www.fernver.com/

Business Address: 10 Hudson Close, Gosport, Hampshire, PO13 8AZ, United Kingdom

Phone: +44 792-700-7585

Email: hello@fernver.com

Contact Page: https://www.fernver.com/pages/contact

Customer Service Hours

Monday – Friday: 9:00 AM – 6:00 PM GMT/BST

Saturday, Sunday and UK Public Holidays: Closed

Normal Response Time: Within two business days