returns & exchanges

Returns

We understand that purchases sometimes don't work out.  All items that have not been used and do not show signs of wear can be returned for a refund within 30 days from the date of delivery.  To start a return, please email us at hello@portolahardware.com to be issued a return authorization number.  We do not cover for return shipping postage fees at this time. 

When making a return, you can choose to ship the return back to us using any shipping carrier that you prefer and make sure you include the return authorization number on your shipping label.  We strongly recommend that you use a shipping service with a tracking number or proof of delivery, because we cannot be responsible for any lost return packages during transit.

Once your return package has been delivered to our warehouse, please allow 3-4 business days for processing.  Once your return has been processed, you will receive an email confirmation.  Refunds can take 2-5 business days to reflect on your billing statement.

Exchanges

We currently do not offer exchanges.  We recommend that you place a new order and return any items that don't work out within 30 days from the date of delivery.

Damages or Received Wrong Items

If you received damaged or wrong merchandise, please contact us immediately at hello@portolahardware.com.  We will assist with sending a replacement to you and do everything we can do to make the process as less convenience to you as possible.