Refund policy

Return / Refund / Cancellation / Chargeback

Our return policy lasts 14 days. After you receive your item, you have 14 days to return it to us for a refund. No reason is needed. 

After this period, it will no longer be possible to request a refund.

In order to be returned, your item must be unused and in the condition in which you received it. It must also be in its original packaging, the plastic cover must still be present on the device (both left and right enclosure can be opened easily for your ease in order to test the device) and you must receive written confirmation from our customer support before sending it back, especially to ensure that it is still in perfect condition. 

Items that cannot be returned/refunded:

• Gift cards
• Downloadable software
• Customized or personalized products

To complete your return, we require a receipt or proof of purchase. 

Do not return your purchase to the manufacturer.

A) Refund request during the 14 days allowed after receipt of your item:

To complete your refund request, we require that you fill out this document and send it to return@portabl.com.  A member of our team will make sure that the packaging and the plastic cover are still in perfect state before accepting the return/withdrawal. Once accepted, you will be asked to return the item with acknowledgement of receipt to the address below. Either by the means of your choice, or by DHL (if you wish, a member of our team will offer you a quote for the cost of returns, which you are free to accept or refuse. If you accept, you will be asked to pay the return costs, and a packing slip to affix to the protected parcel will be generated and sent to you. If you refuse, you are still free to use any courrier and pay for the fees directly, arranging the return on your side.

After we receive your package (AND have received the document (fullfilled)), you will receive a response from our support team within 15 days of receiving your email.

The return address for your package is as follows to the after-sales center: Name: 120 Pixels SPRL Number & Street: 31 Rue de moncheret Postal code & city: 6280 Acoz Country: Belgium

B) Refund request before receiving the item:

To complete your refund request, we require that you fill out this document and send it to refund@portabl.com. Once we have received the document (fullfiled), you will receive a response from our support team within 15 days of receiving your email. It is allowed to make a refund request even if the item is sold out or customized.

C) Cancellation of an order before receiving the item:

To complete your refund request, we require that you fill out this document and send it to refund@portabl.com. Once we have received the document (fullfiled), you will receive a response from our support team within 15 days of receiving your email. It is allowed to make a cancellation request even if the item is sold out or customized.

Important: No Chargeback request can be issued by the customer without the customer having:

• contacted our teams via our Live Chat OR contacted our teams via email on support@portabl.com OR contacted our teams via one of the many means of contact
• officially requested his refund request beforehand - returned the completed document to the email address refund@portabl.com
• No Chargeback request can be issued once the refund request has been accepted by our teams.

In some cases, only partial refunds are granted: (if applicable)

• Any item that is not in its original condition, is damaged or is missing parts for a reason not due to an error of ours.
• Any item returned more than 14 days after delivery

Refunds (if applicable)

• Once your return is received and inspected, we will send you an email to let you know that we have received the returned item. We will also let you know if your refund is approved or denied.
• f approved, your refund will be processed and your original credit card or payment method will automatically be credited within a few days.

Delayed or Missing Refunds (if any)

• If you have not yet received a refund, first recheck your bank account.
• Then contact your credit card company, as it may take some time for your refund to be processed.
• Then contact your bank. There is often a processing time before a refund is posted.
• If you have done all of the above and still have not received your refund, please contact us at: refund@portabl.com

Sale or promotional items (if applicable)

Only regular priced items are eligible for a refund. Unfortunately, discounted or sale items are not.

Exchanges (if applicable)

We will only replace items that are initially defective or damaged, in accordance with the legal warranty for lack of conformity. If you need to replace yours with the same item, please send us an email at return@portabl.com and send your item to the after-sales center: 31 Rue de Moncheret, Acoz, Hainaut, 6280, Belgium.

You are responsible for the shipping costs associated with the return of your item. It is not refundable. If you receive a refund, the return shipping cost will be deducted.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item valued over $75, we recommend that you use a tracking service or have your shipment insured. We do not guarantee that we will receive the returned item.

Return, cancellation and refund policy are accepted by the customer when validating their purchase.