Refund Policy
Refund & Return Policy
We stand behind every product we sell. If you are not completely satisfied, we are here to make it right.
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POLICY SUMMARY
What You Need to Know
Our policy is simple, fair, and designed to protect your purchase.
30-Day Return Window
Return requests must be submitted within 30 days of your delivery date. No exceptions after this period.
Unopened Products Only
Items must be in original, unopened, and unused condition with all original packaging intact to be eligible.
Refund in 5–7 Days
Once we receive and inspect your return, refunds are processed within 5–7 business days to your original payment method.
Easy Exchanges
Want a different size or product? We offer hassle-free exchanges on unopened items within the 30-day window.
Defective Items
Received a damaged or defective product? Contact us within 48 hours of delivery with photos — we will replace it at no cost.
Contact Us First
All returns must be pre-approved. Contact our support team before shipping anything back to us.
HOW IT WORKS
The Return Process — 4 Simple Steps
We have made the return process as straightforward as possible.
1
Contact Support
Email us at help.porthonutrients@gmail.com with your order number and reason for return.
2
Get Approval
Our team will review your request and send you a Return Merchandise Authorization (RMA) within 24–48 hours.
3
Ship It Back
Pack the item securely and ship to the address provided. Keep your tracking number for reference.
4
Refund Processed
Once received and inspected, your refund is processed within 5–7 business days to your original payment method.
FULL POLICY
Detailed Return Conditions
Please read the following carefully before initiating a return.
Important: Do not ship any items back without receiving prior approval from our support team. Unauthorized returns will not be accepted and may not be eligible for a refund.
Eligible for Return
- Products in original, factory-sealed, unopened condition
- Items returned within 30 days of the delivery date
- Products with original packaging, labels, and accessories intact
- Defective or damaged items reported within 48 hours of delivery
- Incorrect items sent due to our error
- Orders that were not delivered (verified by tracking)
Not Eligible for Return
- Opened, used, or partially consumed products
- Products returned after the 30-day window
- Items without original packaging or with tampered seals
- Products purchased on sale, at a discount, or as part of a bundle (unless defective)
- Returns initiated without prior approval from our support team
- Damage caused by improper use or storage after delivery
Refund Details
Approved refunds are processed to your original payment method within 5–7 business days of us receiving and inspecting the returned item. Depending on your bank or payment provider, the refund may take an additional 3–5 business days to appear in your account.
Original shipping charges are non-refundable unless the return is due to our error (wrong item sent, defective product). Return shipping costs are the responsibility of the customer unless the return is due to a defect or our error.
If you paid using a Buy Now Pay Later service (such as Klarna or Afterpay), refunds will be processed according to that provider's policy. Please contact us if you have questions about your specific payment method.
Exchanges
We offer exchanges on unopened products within the 30-day return window. To initiate an exchange, contact our support team with your order number and the item you would like to exchange for. If the exchange item is of higher value, you will be charged the difference. If it is of lower value, we will refund the difference.
Exchanges are subject to product availability. In the event that the desired product is out of stock, we will issue a full refund or store credit.
International Orders
For international orders , the same 30-day return policy applies. However, international return shipping costs are entirely the responsibility of the customer. We recommend using a tracked shipping service as we cannot be responsible for returns lost in transit.
Please note that customs duties, taxes, and import fees paid on the original order are non-refundable as these are charged by your country's customs authority and are beyond our control.
COMMON QUESTIONS
Return Policy FAQs
Answers to the most common questions about our return process.
How do I initiate a return?
Email our support team at help.porthonutrients@gmail.com with your order number, the item you wish to return, and the reason for the return. Our team will respond within 24–48 hours with instructions and a Return Merchandise Authorization (RMA) number. Do not ship anything before receiving this approval.
Can I return an opened product?
Unfortunately, we cannot accept returns on opened or partially used products due to the nature of our supplements and food-grade products. This policy exists to maintain the highest safety and quality standards for all our customers. If you received a defective or incorrect product, please contact us within 48 hours and we will resolve the issue at no cost to you.
How long does my refund take?
Once we receive and inspect your return, refunds are processed within 5–7 business days. Your bank or payment provider may take an additional 3–5 business days to reflect the refund in your account. You will receive an email confirmation once your refund has been initiated.
My product arrived damaged — what do I do?
We are sorry to hear that! Please contact us at help.porthonutrients@gmail.com within 48 hours of delivery with clear photos of the damaged product and packaging. We will arrange a replacement at no additional cost to you. Do not discard the damaged item or packaging until we have confirmed the resolution.
I received the wrong item — what should I do?
Please contact us immediately at help.porthonutrients@gmail.com with your order number and a photo of the item received. We will arrange for the correct item to be shipped to you at no additional cost, and organise the return of the incorrect item at our expense.
Do you offer free returns?
Return shipping costs are the responsibility of the customer for standard returns (change of mind, size exchange, etc.). However, if the return is due to a defective product, damaged item, or our error, we will cover the return shipping cost in full. We will provide a prepaid return label in those cases.
Can I cancel my order after placing it?
Orders can be cancelled within 12 hours of placement if they have not yet been processed or shipped. Contact us immediately at help.porthonutrients@gmail.com with your order number. Once an order has been processed or shipped, it cannot be cancelled and must go through the standard return process after delivery.
Need Help With a Return?
Our support team is available 7 days a week to assist you with any questions or return requests.