Refund Policy

This refund policy outlines the terms and conditions for requesting a refund from The Portal.

1. Refund Eligibility:

You may request a refund within 14 days from the date of delivery.
The item(s) must be unused, unopened and in its original packaging.
Unfortunately we cannot consider any refund or exchange requests on damaged goods if it has been over 7 days since receiving your purchase.

2. Non-Refundable Items

We do not accept returns or offer refunds on opened or used skincare products due to hygiene reasons, unless they are faulty or damaged when first received - see more detail outlined in “Faulty or Damaged Items” below.
Promotional items are non-refundable and cannot be exchanged for cash.
Shipping charges are non-refundable.

3. Refund Process:

All products are checked for quality assurance before dispatch and while we try our best to ensure your products are delivered to you in the best condition, some damage may occur during the delivery process. If you receive a box with damaged items inside, please contact us at hello@theportal.au within 48 hours of delivery.
Please provide the following information in your refund request:

Order number
Reason for the refund
Product name(s)
Condition of the item(s)
Photo(s) of the damaged product(s) - this does not include the shipping box as it doesn’t affect the quality of the products.

Our customer support team will review your request and provide further instructions on how to proceed with the return (if applicable).
Once we receive the returned item(s) and verify their condition, we will process the refund (if applicable).
Refunds will be issued using the same payment method used for the original purchase (refund can take up to 7 days depending on your bank or credit card issuer).

4. Return shipping:

Customers are responsible for the cost of return shipping, unless the item(s) received were faulty or damaged.
We recommend using a trackable shipping method to ensure that the returned item(s) reach us safely.
If the item(s) are being returned due to a defect or damage, please contact hello@theportal.au for assistance with return shipping.

5. Refund Timeframe:

Once we receive the returned item(s) and verify their condition, we will process the refund within 5 business days.
Depending on your payment provider, it may take additional time for the refund to reflect in your account.
Late or missing refunds (if applicable) - If you haven’t received your refund yet, please make sure you check your bank account and contact your bank/credit card issuer on the status of the refund. If it has been over 7 days, you’ve done the above and still haven’t received your refund, please contact hello@theportal.au.

6. Faulty or Damaged Items:

If you receive a faulty or damaged item, please contact hello@theportal.au within 48 hours of delivery.
We may request photos or additional information to assess the issue.
In the case of a faulty or damaged item, we will cover the return shipping costs and provide a replacement or issue a refund as per your preference.

Please note that this refund policy applies only to purchases made through our online store. If you have any questions or concerns regarding this policy, please don’t hesitate to contact us.