Refund policy

Every order from COUTINHO GONCALVES BRUNO JOAO is checked and packed by hand before it leaves us. If something is not right, this page explains your rights and how we handle returns. Nothing here reduces the rights you have under Portuguese and European consumer law.

Your 14-day right of withdrawal

As a consumer in the European Union you may withdraw from your purchase within 14 days of receiving the goods, without giving a reason, under Decreto-Lei n.o 24/2014. To do so, email info@threnofabric.shop with your order number before the 14 days have passed, then send the item back within 14 days of telling us. We refund the price of the goods, including the standard delivery charge, within 14 days of your withdrawal notice. We may hold the refund until we have received the goods or you have shown that you sent them back.

You are responsible for the direct cost of returning the goods for a change-of-mind withdrawal, and for any reduction in value caused by handling beyond what is necessary to establish the nature and characteristics of the item. Try clothes on as you would in a fitting room; do not wear them out, wash them or remove care labels.

Our 30-day return promise

In addition to your statutory rights, we accept returns for 30 days from delivery. Items must be unworn, unwashed, free of perfume and makeup marks, with original tags attached and in their original packaging. This extra promise is offered by COUTINHO GONCALVES BRUNO JOAO and does not replace or limit your legal rights.

How to start a return

Email info@threnofabric.shop with your order number and whether you want a refund, an exchange or a different size. We reply with return instructions within one business day. Please do not send anything back before contacting us, so we can match the parcel to your order.

Return shipping

If the item is faulty, damaged in transit or not what you ordered, we pay for the return and for any replacement delivery. For a change of mind or a size exchange, the cost of returning the item is yours; we do not charge restocking fees in any case.

Faulty, damaged or incorrect items

Open and check your parcel as soon as it arrives. If an item is damaged in transit, faulty on arrival, missing or not what you ordered, contact us within 48 hours of delivery with photographs of the parcel and the item. We will arrange a repair, a replacement or a refund, as you prefer and as is practical.

Legal guarantee of conformity

All dresses and knitwear sold by COUTINHO GONCALVES BRUNO JOAO benefit from the Portuguese legal guarantee of conformity of three years for new goods (Decreto-Lei n.o 84/2021), which transposes Directive (EU) 2019/771. If a product does not conform to its description or is not fit for its normal purpose, you are entitled to have it brought into conformity free of charge, or to a proportionate price reduction, or to termination of the contract, under the conditions set by law. This guarantee applies regardless of our commercial return promise.

Refunds

Once a return arrives and is inspected, we email you the outcome. Approved refunds are issued to the original payment method within 14 days. Your bank or card provider may take a further 5-10 business days to show the credit. We refund in the currency you paid in; exchange-rate differences applied by your bank are outside our control.

Exchanges

If you need another size, tell us when you email. We reserve the requested size for 14 days where stock allows and dispatch the replacement once the original item is on its way back. If the replacement costs less, we refund the difference; if it costs more, we send a secure payment link.

Your statutory rights

These terms are governed by Portuguese law, including the consumer protection rules of Lei n.o 24/96 and Decreto-Lei n.o 24/2014. Nothing in this policy excludes or limits those rights, and any clause that conflicts with them is void.

Contact

Questions about a return? Email info@threnofabric.shop or call +351 265 992 353. Postal address: Rua António Aleixo 29, 2965-310 Fernão Ferro, Setúbal, Portugal.