Return and Refund Policy
PORTA TERRA wants you to shop with confidence. We accept returns for both
defective and non-defective (change-of-mind) products under the conditions
described below.
Return Window
You may request a return within 30 calendar days after the delivery date
shown in the tracking information.
1. Returns for defective, damaged, incorrect, or materially different items
We accept returns and exchanges when the item is defective, damaged during
shipping, incorrectly shipped, or materially different from what was ordered.
In these cases, PORTA TERRA covers the return shipping cost and provides a
prepaid return label or reimburses reasonable return shipping fees. No
restocking fee applies.
2. Returns for customer convenience (change of mind)
We also accept returns when you simply change your mind, provided that the
item is unused and unopened, in its original undamaged packaging with all
seals intact, and returned within 30 days of delivery. For hygiene and safety
reasons, opened or used cosmetic products are not eligible for change-of-mind
returns. For change-of-mind returns, the customer is responsible for the
return shipping cost, and a restocking fee of 15% of the product price will
be deducted from the refund (this fee does not apply to statutory withdrawal
returns by customers in the EU or the UK — see Section 3 below).
3. Statutory Right of Withdrawal for Customers in the EU and the UK
If you are a consumer residing in a member state of the European Union
(including Ireland) or in the United Kingdom, you have a statutory right of
withdrawal ("cooling-off" right) in addition to our store policy above.
- You may withdraw from your purchase for any reason within 14 days of the
day you (or a person designated by you) receive the goods. Please notify us
at info@porta-terra.com and send the goods back within 14 days of your
notification.
- No restocking fee applies to statutory withdrawal returns. We will refund
the full product price plus the original standard delivery cost within
14 days of receiving the returned goods or proof of return, using the
original payment method.
- You are responsible for the direct cost of returning the goods.
- Sealed cosmetic and personal care products that are not suitable for return
for health or hygiene reasons are exempt from the right of withdrawal once
unsealed (Article 16(e) of Directive 2011/83/EU; UK Consumer Contracts
Regulations 2013).
- We may reduce the refund to reflect any diminished value of the goods caused
by handling beyond what is necessary to establish their nature,
characteristics and functioning.
- Where this statutory right applies, it takes precedence over any less
favorable terms of our 30-day store policy (such as the restocking fee).
How to Request a Return
1. Contact us at info@porta-terra.com within 30 calendar days after delivery.
2. Include your order number, the reason for the return, and (for defective or
damaged items) photos showing the issue.
3. Wait for our written approval and return instructions before shipping any
item back. Unauthorized returns cannot be accepted.
Return Method
Returns are accepted by mail. After your return is approved, we will provide
the return address and instructions. For defective items or our error, we
provide a prepaid label or reimburse the cost. For change-of-mind returns, the
customer arranges and pays for return shipping.
Refund Process
After we receive and inspect the returned item, we will notify you whether the
refund is approved. Approved refunds are issued to the original payment method
within 7 to 10 business days. A 15% restocking fee applies to change-of-mind
returns only; no restocking fee is charged for defective, damaged, incorrect,
or wrong-item returns, nor for statutory withdrawal returns by customers in
the EU or the UK (see Section 3).
Exchanges
We offer exchanges for items that were defective, damaged, incorrect, or
materially different from your order. Please follow the same procedure as for
a return.
Non-Returnable Items
- Items requested more than 30 days after delivery
- Items returned without prior written approval
- Opened or used cosmetic products requested as change-of-mind returns
- Items showing signs of use or damage after delivery, or missing original packaging
Contact
PORTA TERRA (Rendez-Vous Co., Ltd.)
Email: info@porta-terra.com
Website: https://porta-terra.com/