Refund policy

RETURNS POLICY

Although we hope you love your items from portier, we have a returns policy in place if you are not 100% satisfied with your purchase.

portier offers refunds, exchanges, or store credit on all full priced items purchased.

Sale Items: Please note that portier does not accept returns (refund, credit note or exchanges) on any items purchased on sale through price markdown or discounted during promotional sale periods unless deemed faulty. This does not include welcome codes or one-off vouchers delivered to subscribers not associated with a sale event. 

Returns must be sent by post only and cannot be accepted by any other method.

CONDITIONS FOR RETURNS:

• Items must have been purchased at full price.
• Items must be returned within 14 days. This means you have 14 days after receiving your item to request a return. Returns after this date will not be accepted. 
• ALL original tags must remain attached including all original packaging including all accessories intact (i.e., neoprene bag, instruction manual).
• Item(s) must be unworn, and returned in original condition
• Used products will not be accepted for a return
  

AUSTRALIAN DOMESTIC RETURNS:

• Please initiate your refund / exchange via our Returns Portal and follow the prompts. Items sent back to us without first requesting a return will not be accepted. You can find your order number on your order confirmation email.
• Choose how you would like to send back your items by selecting either to ship with a carrier of your own choice or use a prepaid label provided by us. Returns for refunds and store credits will incur a charge of $10.00 for the cost of the return shipping label, that will be deducted from your refund amount. Exchanges will also be returned at a cost of $10.00 for the cost of the return shipping label, with your new order being dispatched free of charge. Please note: faulty returns will be free of charge. 
• Once your return has been approved, your shipping label will be emailed to you.
• Securely pack your return item(s), along with the return form and attach the label securely to the satchel.
• You will be refunded via the method of payment used including payments made via a gift card.
• Our returns portal generates Aus Post standard shipping labels so please allow 5-10 working days for your return to be received. Your return request will then be processed promptly.
  

INTERNATIONAL RETURNS:

• Please initiate your refund / exchange via our Returns Portal and follow the prompts. Items sent back to us without first requesting a return will not be accepted. You can find your order number on your order confirmation email.
• We are unable to process exchanges. Instead, we kindly ask you to submit a return for your item and make a new purchase for the desired item, as shipping timeframes may cause delays.
• Once your return has been approved, your shipping label will be emailed to you.
• Securely pack your return item(s), along with the return form and attach the label securely to the satchel.
• You will be refunded via the same method of payment used to purchase, including payments made via a gift card.
• Refunds are issued in the same currency as the original payment.
• Please note that a flat fee will be deducted from your refund or store credit to cover the return shipping costs.
• Once your return is received and inspected at our warehouse, your refund will be processed. Please allow up to 7-10 business days for the refund to be credited back to your original form of payment.

RETURN ADDRESS:

Portier Australia
Unit 10, 36 Sabre Drive
Port Melbourne, 3207.
VIC, Australia

• Please contact us with any return questions to customercare@portier.com.au
  
  

DAMAGES & ISSUES: 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and organise a solution. Please e-mail an image of the fault along with your order number to customercare@portier.com.au prior to requesting your return.

Warranty

All of our bags and accessories are covered under warranty for 6 months from the date of delivery and carriers are covered for 12 months from date of delivery. Please note that the warranty will not be honoured if our quality control team believe the fault is due to general wear and tear or if the item has been mistreated.

Claims for items purchased through third party stockists must be raised with the stockist directly. If your item was not purchased directly from portier.com.au, please reach out to the stockist from whom you made the purchase to handle any returns or issues.

If a manufacturing fault occurs under normal use (not wear and tear), please contact our Customer Care team at customercare@portier.com.au with your full name and original order number as well as images and a detailed description of the fault. Our Customer Care team will be in touch to assist in resolving this for you.

Please note that all faulty products will be subject to a quality review upon their return. Once our quality control team has completed their assessment, you will receive an email detailing our findings and potential resolutions. If the faults are determined to be manufacturing defects and fall within the warranty period, we will be able to offer a repair or replacement for the item.

EXCEPTIONS / NON RETURNABLE ITEMS: 

Unfortunately, we cannot accept returns on gift cards.

EXCHANGES:

Please initiate your exchange via our Returns Portal. In the notes state that you are looking to exchange your carrier clearly stating which carrier you like to exchange for. If there is a difference in price, we will either issue you a refund or send you an invoice for the difference.

REFUNDS:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

For further assistance please contact customercare@portier.com.au (Mon-Fri, 10.00am – 4.00pm ( AEST)).

Right of Withdrawal — European Union

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days from the day on which you, or a third party nominated by you (other than the carrier), take physical possession of the goods. Where your order contains multiple items delivered separately, the withdrawal period expires 14 days from the day on which you receive the last item.

To exercise your right of withdrawal, you must inform us of your decision by way of an unequivocal statement — for example, by letter sent by post or by email. You may use the model withdrawal form below, but it is not obligatory. You may also use the withdrawal function available in the footer of our website.

To meet the withdrawal deadline, it is sufficient for you to send your communication before the 14-day period has expired.

EU Withdrawal Form

Effects of Withdrawal

If you withdraw from your purchase, we will reimburse all payments received from you, including the original cost of delivery (with the exception of any supplementary costs resulting from your choice of a delivery method other than the least expensive standard option we offer). Reimbursement will be made without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw. 

We will process the reimbursement using the same payment method you used for the original transaction. 

We may withhold reimbursement until we have received the goods back, or until you have provided evidence of having sent the goods back, whichever is earlier.

You are responsible for sending the goods back to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you dispatch the goods before the 14-day period has expired. You will bear the direct cost of returning the goods.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Contact for Withdrawal

Portier Australia
Unit 10, 36 Sabre Drive
Port Melbourne, 3207.
VIC, Australia

For further assistance please contact customercare@portier.com.au (Mon-Fri, 10.00am – 4.00pm (AEST).