Refund policy
Welcome to the Return and refund policy of Pòrtol Pots. Here you will find information about product returns, issues, bookings, date changes, cancellations and refunds.
1. Physical products
Cancelling an order
Orders can be cancelled within 24 hours of purchase. After this period, the order will enter the preparation process and can no longer be cancelled. Please contact us as soon as possible.
Exchanges and returns
We understand that sometimes you may change your mind. If you have made a purchase through our online shop and would like to exchange or return a product, you have 14 days from receiving your order to request it.
If you would like to exchange a piece, the easiest option is to return the original product and, once accepted, place a new order.
To be eligible for a return:
- The product must be in perfect condition.
- The product must not have been used and must be returned in the same condition in which it was received.
- It must keep its original packaging, when applicable.
Personalised or made-to-order products cannot be exchanged or returned.
To start a return, please contact us. You can reach us via email or through the contact form available on the website.
Products returned without prior notice or without agreeing on the return process beforehand will not be accepted.
Once we receive the product and check its condition, we will let you know whether the return has been approved. If applicable, the refund will be issued using the same payment method used for the purchase, usually within 10 business days.
Processing times may vary depending on the bank or payment method used.
If more than 15 business days have passed since the refund was approved and you still have not received it, please contact us.
Please note that return shipping costs are the responsibility of the customer and original shipping costs are non-refundable.
Damaged products or issues
We do everything possible to ensure that orders arrive in perfect condition.
As soon as you receive your order, we recommend checking it carefully to detect any possible issue.
You have 24 hours from delivery to contact us about any issue.
To process the issue correctly, we will require:
- Photographs of the product.
- Photographs of the packaging.
Once the case has been reviewed, we will offer an appropriate solution within a maximum of 15 days.
2. Workshops and experiences
Date changes
If you need to change the date of a booking, you may do so up to 5 days before the workshop.
Date changes can be made within 3 months of the original booking date and are subject to availability.
Cancellations
Workshops and experiences are non-refundable.
If you are unable to attend, you may transfer your booking to another person by letting us know in advance.
If you do not attend without prior notice, the booking will be considered used.
Rescheduling
If a workshop needs to be rescheduled, we will offer a new date, a voucher or a refund using the same payment method used for the booking.
3. Gift cards
Gift cards are non-refundable and cannot be exchanged for cash.
Any refund or compensation related to a purchase or booking paid fully or partially with a gift card will be issued to the same gift card.