Refund policy

Return Policy

We offer a 30-day return policy from the date of delivery. To be eligible for a return, your item must be unused, in its original condition, with all tags attached, and in its original packaging including the protective dust cover. You will need your order confirmation or proof of purchase.

To initiate a return, contact us at info@byportus.com with your order number. Returns must be approved before shipping. Items sent back without prior authorisation will not be accepted.

Approved returns must be sent to:
PORTUS — Returns Department
Willemsplein 21
6811KB Arnhem
The Netherlands

Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.

Damages & Defects

Please inspect your order upon delivery. If your item is defective, damaged during transit, or incorrect, contact us at info@byportus.com within 48 hours of delivery with your order number and clear photographs of the damage. Claims submitted after 48 hours may not be eligible for a replacement or refund.

Non-Returnable Items

The following items cannot be returned: sale or discounted items, gift cards, items that show signs of use, wear, or damage caused by the customer, and items returned without original packaging and protective dust cover.

Exchanges

We do not offer direct exchanges. To receive a different item, please return your original purchase and place a new order.

European Union — 14-Day Cooling-Off Period

If your order is shipped to a destination within the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, in accordance with EU consumer law. The item must be unused, in its original condition, with all tags attached and in its original packaging. Proof of purchase is required.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved. Approved refunds will be processed to your original payment method within 10 business days. Please note your bank or payment provider may require additional time to post the refund. If more than 15 business days have passed since approval, please contact us at info@byportus.com.

Lifetime Warranty

Every PORTUS suitcase is backed by our Lifetime Warranty, covering manufacturing defects in materials and workmanship for the lifetime of the product to the original purchaser.

Warranty Conditions

To be eligible for a warranty claim, all of the following conditions must be met:

You must be the original purchaser of the product, with proof of purchase from an authorised PORTUS retailer or byportus.com.
The product must have been used in accordance with its intended purpose (personal travel luggage only).
The included protective dust cover must have been used for storage at all times when the suitcase was not in active use. Warranty claims on products stored without the protective cover may be denied, as improper storage can accelerate material degradation and is considered neglect.
The suitcase must not have been modified, repaired, or altered by any party other than PORTUS or a PORTUS-authorised service partner.
The defect must be a result of a manufacturing fault, not normal wear and tear, cosmetic damage, or external impact.

What Is NOT Covered

Normal wear and tear including surface scratches, scuffs, dents, and patina on aluminium surfaces.
Cosmetic damage that does not affect the functionality of the suitcase.
Damage caused by airlines, baggage handlers, or third-party carriers.
Damage resulting from misuse, abuse, overloading beyond the recommended weight capacity, or use outside of the product's intended purpose.
Damage caused by exposure to extreme temperatures, chemicals, saltwater, or corrosive substances.
Damage caused by improper storage, including but not limited to storage without the protective dust cover, storage in humid or damp environments, or prolonged exposure to direct sunlight.
Wheel and handle wear resulting from use on rough, uneven, or abrasive surfaces.
Damage to the interior lining caused by spills, staining, or sharp objects.
Products purchased from unauthorised resellers, second-hand markets, or third-party platforms.
Lock malfunctions caused by incorrect code entry, forced opening, or tampering.

Warranty Claim Process

To submit a warranty claim, email info@byportus.com with the following:

Your full name and order number.
Original proof of purchase (order confirmation email or receipt).
A detailed description of the defect.
Clear photographs showing: the defect, the overall condition of the suitcase (all sides), the protective dust cover, and the interior.

All warranty claims are subject to review and approval by the PORTUS quality team. We reserve the right to request the product be returned for physical inspection at the customer's expense before a decision is made. PORTUS will determine, at its sole discretion, whether to repair, replace, or offer store credit for approved claims. Cash refunds are not available under warranty.

Warranty claim processing may take up to 30 business days from the date we receive all required documentation or the returned product, whichever is later.

This warranty is non-transferable and applies only to the original purchaser. This warranty does not affect your statutory rights under applicable consumer protection laws.