Refund policy

Returns and refunds

If something isn't right, we'd rather fix it than argue about it. Here is exactly how we handle returns, in plain terms.

You have 25 days

You can request a return or refund within 25 days of delivery. Email us at porticooutdoorshop@gmail.com with your order number and, where it helps, a photo. We answer every message.

If it arrived damaged, faulty, or isn't what you ordered

We replace it or refund it in full, including shipping. Send us a photo so we can sort it quickly. You will not be asked to ship anything back at your own cost.

If you simply changed your mind

That's allowed too, within the same 25 days, on items that are unused and in their original packaging.

Orders under $75 — in most cases we refund you and ask you to keep, donate or pass on the item. Shipping it back costs more than it is worth, and we would rather you not be out of pocket for postage.
Orders over $75 — we'll arrange the return with you directly before anything is sent. Return shipping is at your cost for a change of mind, and the original shipping charge is not refunded.

Please don't send anything back before contacting us. We don't operate a public returns address, and unannounced parcels can't be traced to your order.

If your order never turns up

Tell us. If tracking has stalled or the parcel is lost in transit, we will resend or refund. If tracking shows the parcel was delivered but you don't have it, contact us anyway — we'll help you check with the carrier and work out the right outcome together.

Refund timing

Approved refunds go back to your original payment method. Your bank usually takes 5 to 10 business days to show it.

A few things we can't refund

Items returned damaged through use rather than a fault
Requests made more than 25 days after delivery
Orders where the shipping address was entered incorrectly and the parcel was delivered to it