Refund 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 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

RETURNS PROCESS:

  • Please initiate your refund 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.
  • 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.co, 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.

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 we will get back to you within 24 business hours.