Return and Refund Policy
1. Overview
This Return and Refund Policy explains your rights and the procedures for returns, exchanges, and refunds for purchases made through Porto Valen. This policy works together with our Terms of Service. Your rights under applicable consumer protection laws remain unaffected.
2. Return and Exchange Window
You can request a return or exchange within 30 days of receiving your order. Requests submitted after this period will not be accepted unless required by law.
3. Return and Exchange Conditions
To be eligible for a return or exchange:
- The item must be unused and in the same condition as received
- All original packaging, labels, and accessories must be included
- The item must not be worn, washed, altered, or damaged
- The item can only be inspected and must not show signs of use
4. Non-Returnable Items
Returns will not be accepted if items do not meet the conditions above, are damaged due to misuse, or are sent back without prior approval.
5. Return and Exchange Process
To start a return or exchange, you must contact us at support@portovalen.com within the return and exchange period and provide:
- Order number
- Item details
- Reason for return
- Photos where applicable
6. Damaged, Defective or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us as soon as possible at support@portovalen.com. Include your order number, a description of the issue, and clear photos of the item. We will review your request and provide an appropriate resolution in accordance with consumer protection laws, which includes an exchange or a refund issued to your original payment method.
7. Return Shipping
Return instructions, including the return address, are provided after approval. If the return is due to an error or defective item, return shipping costs are covered by us. For all other returns, you are responsible for return shipping costs. No restocking fees are charged.
8. Refunds
Returned items are inspected upon receipt. If approved, refunds are issued to your original payment method within 7 business days. Processing times may vary depending on your payment provider.
9. Exchanges
Exchanges are processed once the returned item is received and approved. If the requested item is unavailable, a refund will be issued.
10. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at support@portovalen.com. You can request cancellation before your order is shipped. Once shipped, cancellations are no longer possible and returns must follow this policy.