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Refund & Returns Policy

Last updated: April 21, 2026

At Portavel, we want you to be completely satisfied with your purchase. This Refund & Returns Policy explains when and how you can return a product, how refunds are processed, and what to expect if your item arrives damaged or defective. By placing an order on portavel.com, you agree to the terms outlined below.

 1. Return Window

You may request a return within 30 days from the date of delivery, as confirmed by the tracking information associated with your order. Requests submitted after the 30-day window will not be eligible for a refund or exchange, except where required by applicable law.

 2. Return Conditions

To be eligible for a return, your item must meet all of the following conditions:

- The product is unused and in the same condition that you received it.
- The product is in its original packaging, including all accessories, manuals, cables, adapters, and protective materials.
- The product is not damaged due to misuse, accident, unauthorized modification, or normal wear and tear.
- You have proof of purchase (order number, order confirmation email, or receipt).

Items that do not meet these conditions may be refused, or a partial refund may be issued at our discretion.

 3. How to Start a Return

Important: Do not ship your product back before contacting us. Our fulfillment network includes warehouses in multiple countries, and returning items to the wrong address will result in the package being lost and your refund being denied.

To start a return, please follow these steps:

1. Email us at support@portavel.com with the subject line "Return Request – [Your Order Number]".
2. Include your order number, the item(s) you wish to return, and the reason for the return.
3. If the item is damaged or defective, attach clear photos or a short video showing the issue.
4. Our team will respond within 2 business days with the correct return address and detailed return instructions.

Only returns sent to the address provided by our support team will be accepted.

 4. Return Shipping Costs

Unless the item is damaged, defective, or incorrect, the customer is responsible for paying the return shipping costs. Return shipping fees are non-refundable.

We strongly recommend using a trackable shipping service and purchasing shipping insurance. Portavel is not responsible for returned items that are lost or damaged in transit.

 5. Refund Processing

Once your returned item is received and inspected at our designated return location, we will notify you by email of the approval or rejection of your refund.

- If approved, your refund will be processed to your original method of payment within 5–10 business days after we receive and inspect the returned item.
- Depending on your card issuer or bank, it may take an additional 3–10 business days for the refund to appear on your statement.
- Original shipping charges (if any) are non-refundable unless the return is due to our error or a defective product.

If more than 20 business days have passed since we confirmed your refund and you have not received it, please contact support@portavel.com.

 6. Damaged, Defective, or Incorrect Items

We take quality seriously. If your item arrives damaged, defective, or is not the product you ordered, you are entitled to a free replacement or a full refund (including original shipping), at your choice.

To claim a replacement or full refund:

- Contact support@portavel.com within 7 days of delivery.
- Provide your order number.
- Attach clear photo or video evidence showing the damage, defect, and packaging (including the shipping label).

In most cases, we will not require you to return the damaged item — we will process your replacement or refund based on the evidence provided. If a return is required, we will cover the return shipping cost.

7. Non-Returnable Items

The following items are not eligible for return or refund:

- Items damaged due to misuse, accident, improper installation, or failure to follow product instructions.
- Items with physical damage caused after delivery (drops, liquid damage, power surges).
- Items missing original packaging, accessories, or components.
- Items returned more than 30 days after delivery.
- Items purchased as part of a clearly marked "Final Sale" or "Non-Refundable" promotion.

 8. Order Cancellations

You may cancel your order free of charge within 12 hours of purchase by emailing support@portavel.com with your order number. After 12 hours, your order may have already been forwarded to our fulfillment partners, and cancellation may no longer be possible.

9. Lost or Delayed Packages

Standard shipping takes 7–20 business days from dispatch. If your package has not arrived within 45 days of the order confirmation date, please contact us and we will investigate with the carrier. If the package is confirmed lost, we will offer a free replacement or a full refund.

Shipping delays caused by customs, weather, carrier disruptions, or incorrect shipping addresses provided by the customer are outside our control.

10. Chargebacks

We ask that you contact us before initiating a chargeback with your bank or card issuer. Most issues can be resolved quickly by emailing support@portavel.com.

11. Contact Us

For any questions about this Refund & Returns Policy, please reach out to us:

- Email: support@portavel.com
- Response time: Within 2 business days (Monday–Friday)