Conditions of Exchange & Return
Our commitment is to the integrity of our collection and the satisfaction of our clientele. This policy governs the exchange and return of items acquired from Portal Metal. We conduct a thorough inspection of every item prior to dispatch to ensure it meets our exacting standards.
I. Exchanges
An item is eligible for exchange under the following circumstances:
A. Sizing Discrepancy
Should an item of apparel or an accessory not fit as intended, an exchange for a different size is permissible. We strongly advise consulting our detailed sizing guides prior to purchase to ensure a correct fit. For any sizing inquiries, please contact our support before finalizing your order.
B. Product Defect
In the unlikely event that an item is delivered with a manufacturing defect or has been damaged in transit, we will provide a replacement.
Conditions for Exchange:
- Notification of intent to exchange must be made within 7 calendar days of the delivery date.
- The item must be returned in its original, unworn, and unaltered condition, complete with all original packaging, tags, and the purchase receipt.
- Return shipping costs are the responsibility of the customer and will not be refunded.
II. Returns for Refund
If an item is defective and you do not wish for a replacement, a return for a full refund of the product's value is possible. The same conditions outlined for exchanges apply: notification must be within 7 days, and the item must be returned in its original, pristine condition. Shipping fees are non-refundable.
III. Order Cancellation
We reserve the right to cancel an order under the following exceptional circumstances:
- Failure of payment authorization by the financial institution.
- Non-payment of an order within 7 calendar days of its placement.
- Provision of insufficient or unverifiable customer data. We will attempt to make contact to resolve the issue; however, a lack of response will result in cancellation.
