Refunds & Returns

Return Policy – Return Period and Eligibility

At Portia Store, we offer free returns within 30 days from the date of purchase. After the initial email requesting a return is sent, customers have 10 days to complete the return process. If the process is not finalized within this timeframe, unfortunately, we cannot offer refunds or exchanges.

To be eligible for a return, the item must be unused, in the same condition as received, and in its original packaging.

Free return shipping within 30 days
Returns are completely free for customers when initiated within the return period and following the proper procedure.

Refund Timeline
Once we receive and inspect the returned item, your refund will be processed automatically and the amount will be credited back to your original payment method within 5 business days.

Partial Refunds (If Applicable)

Partial refunds may be granted in cases such as:

  • Items not in their original condition, damaged, or missing parts not due to our error.

  • Items returned more than 30 days after delivery.

Store Credit

If customers choose store credit as a refund method, the following applies:

  • Store credit refunds cannot be changed once selected.

  • Credit is valid for 20 days from the issue date.

  • If unused after 20 days or if the store closes, no refund or compensation will be provided.

  • Canceling the credit within 20 days does not entitle customers to change the refund method.

Return Process

To start a return, please contact our customer service team first. Only after this contact will you receive instructions to proceed. Returns made without prior consultation or not following the indicated procedure are not eligible for a refund.

Refund Approval and Processing

After receiving and inspecting the returned item, we will notify you by email whether the refund is approved or denied. If approved, the refund will be processed automatically and credited back to your original payment method within 5 business days.

Late or Missing Refunds

If you haven’t received your refund within the expected timeframe, please:

  • Check your bank account again.

  • Contact your credit card issuer, as processing delays can occur.

  • Check with your bank for further information on processing times.

If after these steps you still haven’t received your refund, please contact us via email.

Product Exchanges

We only replace items if they are defective or damaged. For exchanges of the same item, please contact us via email.

Return Shipping Costs

Return shipping costs are normally the customer’s responsibility and are non-refundable. However, if the items received are damaged or incorrect due to our error, we will cover the return shipping costs.

Order Cancellations

Orders can be canceled if requested before the product is shipped, within the timeframe specified on our website. Customers who request cancellation within this period and before shipment are entitled to cancel their order. We commit to processing cancellation requests within a reasonable timeframe.

Refund Process

Our refund process is designed for your convenience and includes the following steps:

  1. Attempt to Exchange: First, we will try to exchange the item for an identical or equivalent product.

  2. Product Information: After the exchange attempt, detailed information may be requested for manufacturer analysis.

  3. Photo Submission: Customers must send a clear photo showing the issue.

  4. Return Form: A simplified return form must be completed to formalize the request.

Following these steps ensures your refund request is properly handled. For further information or questions, please contact our customer service.