Refund policy

Returns and Refunds

You may request a return within 30 days of receiving your item. To be eligible for a change-of-mind return, the item must be unused, in its original condition, and in its original packaging. Please provide your order number or proof of purchase.

How to request a return

Email shop.porttiva@gmail.com with your order number and the reason for your request. Please contact us before sending anything back. We will provide return instructions and the correct return address. Do not send items to the address printed on the shipping label unless we instruct you to do so.

Return shipping and fees

For change-of-mind returns, the customer is responsible for return shipping costs. We do not charge a restocking fee. Original shipping charges are not refundable for change-of-mind returns.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact shop.porttiva@gmail.com with your order number and photos of the issue. We will review the problem and arrange an appropriate replacement or refund, including return shipping at our expense if a return is required for a confirmed issue.

Refunds

We will notify you after receiving and inspecting your return. Approved refunds will be issued to your original payment method within 10 business days of approval. Your bank or payment provider may need additional time to post the refund.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. We will check whether this is still possible; requests are not guaranteed once processing has started.