Refund policy

Portal Refund and Return Policy

At Portal, we are committed to your satisfaction and aim to ensure the best possible experience with our products. We understand that each individual's body is unique, and results may vary based on usage and consistency. Below are the details of our refund, return, and cancellation policies:

Refund Policy

  1. Eligibility

    • Refunds apply only to first-time purchases as part of a trial purpose. For avoidance of doubt, any repeat order does not qualify for a refund.
    • Refunds must be requested within 30 days from the date of delivery.
    • First-time purchasers:
      • Opened jars do not need to be returned. We will refund 100% of the purchase price for one jar.
      • For multi-pack purchases, a refund applies to only one jar and will be pro-rated based on the total purchase price.

  2. Non-First-Time Purchases

    • Refunds are available only for unopened items (see definition below).
    • Refunds will be issued for the purchase price minus shipping costs.
    • Customers are responsible for return shipping costs in this scenario.

Return Policy

  1. Conditions for Returns

    • Products must be unopened, defined as sealed packaging with no signs of tampering.
    • Returns must be shipped to: 157 Bedford Avenue, Apt 4, Brooklyn, NY 11211.
    • Return shipping costs are the responsibility of the customer.

  2. Damaged Items

    • If your order arrives damaged, please contact us at hey@withportal.com with evidence of damage (e.g., photographs of the packaging and product) immediately upon receipt.
    • Damaged items are always eligible for replacement, and we will provide instructions for resolving the issue.

  3. Lost Shipments

    • If your shipment is lost, you must first contact the courier using the tracking number provided in your order confirmation. If no tracking information is available, please contact us.
    • At our sole discretion, we may choose to replace lost shipments, but once an order is shipped, liability technically falls on the courier.

Trial Period for First-Time Purchasers

  • First-time purchasers must complete the mandatory 15-day trial period before requesting a refund. This evaluation period is necessary as Portal's effectiveness improves with consistent usage.

Subscription Cancellations and Refunds

  1. Prepaid Subscriptions

    • If you cancel within 30 days of delivery and before your next billing date, we will refund the pro-rated amount of remaining shipments.

  2. Recurring Subscriptions

    • To guarantee the cancellation of a recurring subscription, please cancel before your next billing date via your subscription portal at Subscription Billing Portal.
    • While we will do our best to assist with last-minute cancellations, we cannot guarantee cancellations after the billing date.

Order Cancellations and Address Changes

  1. One-Time Purchases

    • Once an order is placed, we are not liable for cancellations as our warehouse processes and ships orders quickly. Double-check your shipping address when placing an order.

  2. Shipping Address Changes

    • While we will make every effort to update incorrect shipping addresses, we cannot be held liable for issues arising from incorrect information provided by the customer.

General Terms

  1. Repeat Refund Requests

    • Portal reserves the right to deny refunds to customers who repeatedly request refunds or return items showing signs of misuse or tampering.

  2. Proof of Purchase

    • Refunds are limited to the original purchaser and require valid proof of purchase (e.g., receipt or order confirmation).

  3. Non-Refundable Costs

    • Shipping costs (both initial and return shipping) are non-refundable.

We are here to support you in your journey to better sleep and overall wellness. For any questions or concerns, please contact us at hey@withportal.com.