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Return, Refund and Exchange Policy

Returns
  1. We do not accept returns of Products sold, save as for defective or damaged Products.
  2. You may return defective or damaged Products to us subject to the following:

    1. the Products returned are not perishable products (e.g food or beverages);
    2. the Products returned must be unused, kept in the original package, the tags are still intact and is in the same condition as you received it; and
    3. you have to email us within seven (7) days to notify of such issue and to return the physical Product(s) within fifteen (15) days of the date of your receipt of such Product.
  3. Once the returned Product is received and inspected by us, we will send an email to notify you that we have received the returned Product and whether you are entitled to a refund.
  4. We reserves the right to reject return requests if the condition of the Product is deemed to be used or as a result of the user/customer’s fault.

Refund
  1. All approved refunds shall be provided to you via the In-Store Credits to your Account in the sum equivalent to the Charges of the respective Product or to exchange products in the equivalent value.

Product Exchange
  1. Portes shall only replace Products that are defective or damaged; and
  2. You may only request for a change of damaged or defective Products by sending an email to sales@portes.my within seven (7) days from the date of the your receipt of the Product. You shall specify the following details in your email:

    1. order no;
    2. your contact number;
    3. reason(s) for return or exchange; and
    4. the type of Product that you would like in exchange; and
  3. One we have received your request for return or exchange, we shall contact you within three (3) Working Days with further instructions.

Gifts
  1. If you purchase a Product as a gift which is shipped directly to the intended Recipient of the Gift and the Gift is damaged or defective, you may return the defective and damaged Gift
  2. We may replace the Gift with the same Product and deliver such Product to the Recipient.

Shipping of Returned or Exchanged Products:
  1. To return a Returned Product, you will receive the address for the return in the follow up instructions from us via email or text.
  2. You shall be responsible for the courier and payment of the shipping charges for returning the Product.
  3. Should you opt for a Product exchange, the you will need to bear the courier charges
  4. The time taken for you to receive the exchanged Product, may vary according to your location;
  5. If the Exchanged of Returned Products is worth more than RM200.00, it would be advisable for you to use a traceable shipping service or purchasing shipping insurance. We shall not be held liable for the damage or loss of the Exchanged or Returned Products during the courier process.