Cancellation Policy 

Orders can be canceled before the product is shipped or enters production. If you cancel before production begins, you will receive a full refund. However, if you request a cancellation when the product is nearly finished, a 50% restocking fee will apply. Please note that we cannot cancel an order once the product has been shipped.

Criteria for Refund Eligibility

All of our products are made to order and customized, and we do not accept returns or refunds for delays. Once shipments leave our factory, we cannot be held responsible for any delays that occur while packages are with the courier.

Please note that we do not issue refunds for urgent order fees related to delivery delays caused by couriers or customs. Returns are only accepted if the item is damaged or incorrect upon arrival. Customers have the right to request a return within 3-5 business days of receiving their product.

To be eligible for a return, please ensure the following:

• The item must be unused and in the same condition as when you received it.
• It should be in its original packaging.
• A receipt or proof of purchase is required to complete the return process.
• Kindly contact our customer service to confirm the correct return address.

Notes: If a return is initiated by the consumer, the consumer will be responsible for the shipping costs, which will vary based on the express company selected. 

However, if the items received are damaged or incorrect due to our error, the customer will not be charged for the shipping fee in these circumstances. 

Please inspect your item promptly upon receipt. If you notice any damages or defects, kindly notify us at info@porteusa.com within 5 business days so we can initiate a claim with the freight company on your behalf. Please be aware that claims submitted more than 3 business days after delivery will not be accepted. By signing the delivery receipt or installing our product, you acknowledge that you accept its condition. 

For claims to be processed, please include at least 3 clear photos of both the damaged item and its packaging within the 3-day window. Failure to provide these photos may lead to delays in processing your claim.

Refunds (if applicable) 

Upon receiving and inspecting your return, we will send you an email notification to confirm receipt. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a specified number of days.  Please note that shipping costs are non-refundable, and the cost of return shipping will be deducted from your refund.

If after these steps are completed and you still do not see the refund in your account, please contact our customer service team at info@porteusa.com for further assistance.

Exchanges (if applicable)

We only replace items if they are defective or damaged due to our error. If you need an exchange for the same item, send