Return & Refund Policy

At PortalGrove, orders are prepared carefully after purchase. Because preparation may begin shortly after an order is placed, we are generally unable to accept returns, exchanges, or cancellations based on personal preference, ordering mistakes, or a change of mind.

We do, however, want to make things right when an item arrives damaged, defective, materially misprinted, incomplete, or different from what was ordered.

Please Inspect Your Order 

Please inspect your order as soon as it arrives.

If there is a problem with your item, contact us within 10 calendar days of the carrier-confirmed delivery date at:

support@portalgrove.shop

Claims submitted after this period may not be eligible for review unless the issue could not reasonably have been discovered sooner or applicable law requires otherwise.

Problems Eligible for Review

PortalGrove will review claims involving:

• An item that arrived materially damaged

• A significant printing, embroidery, manufacturing, or fulfillment defect

• The wrong product, design, color, or size being sent

• A missing item from the order

• Another verified preparation or fulfillment error caused by PortalGrove or one of our fulfillment partners

Minor differences in color, print placement, or appearance may occur because products are prepared individually. Reasonable manufacturing tolerances may also apply to product measurements.

A substantial difference from the product description, order confirmation, or published measurements may qualify for review.

Information Required for a Claim

To help us review your request, please include:

• Your order number

• The email address used at checkout

• A brief description of the issue

• A clear photo showing the entire item

• Close-up photos clearly showing the damage, defect, or incorrect detail

• A photo of the product or size label, when applicable

• Photos of the shipping package and shipping label when the claim involves transit damage, a missing item, or an incorrect shipment

We may request additional information when reasonably necessary to confirm the issue with our fulfillment or shipping partners.

Providing the requested information allows us to evaluate the claim, but approval depends on the circumstances and the evidence available.

Item Condition

Items submitted for review must be:

• Unworn

• Unwashed

• Unused

• Unaltered

• Free from stains, odors, makeup, deodorant marks, pet hair, or other signs of use

Claims involving normal wear, washing damage, accidental damage, misuse, alteration, or failure to follow care instructions are not eligible.

Approved Claims

When a claim is approved, PortalGrove will generally provide one complimentary replacement of the affected item.

The replacement will normally match the original product, design, color, and size ordered. A replacement claim cannot be used to select a different product, design, color, or size.

PortalGrove determines the appropriate resolution based on the nature of the issue, the supporting information provided, product availability, and the requirements of our fulfillment partners.

Customers are generally not required to return a damaged or defective item unless PortalGrove specifically requests that it be returned.

Refunds

Refunds are not the standard resolution for approved manufacturing or fulfillment claims.

PortalGrove may issue a refund instead of a replacement when:

• A replacement is unavailable

• The product has been discontinued

• A replacement cannot reasonably be prepared

• An order is successfully canceled before preparation begins

• A refund is otherwise required by applicable law

Refunds are issued only to the original payment method.

Unless the entire order was affected, any approved refund will generally apply only to the affected item. Original shipping charges are generally nonrefundable unless they must be refunded because of a PortalGrove or fulfillment-partner error or applicable law.

Once a replacement has been approved or preparation of the replacement has begun, a refund will not also be issued for the same item.

After PortalGrove processes an approved refund, the time required for the funds to appear depends on the customer’s bank or payment provider.

Returns and Exchanges We Do Not Accept

PortalGrove does not provide returns, refunds, exchanges, or complimentary replacements for:

• Ordering the wrong size

• Selecting the wrong color, style, design, or product

• Changing your mind

• Buyer’s remorse

• A product not meeting the customer’s personal preferences when the item supplied matches the order confirmation

• A product fitting differently than expected when the correct size was supplied

• Minor color differences caused by lighting, photography, screen settings, fabric, or printing methods

• Minor variations in print placement or manufacturing

• Normal wear and tear

• Washing, drying, ironing, alteration, misuse, or accidental damage

• Items that have been worn, washed, used, or altered

• Carrier delays that do not result in a confirmed loss

• Claims that cannot be verified after PortalGrove has requested any reasonably necessary supporting information

Please review all product details, sizing information, colors, care instructions, and shipping information carefully before completing your purchase.

Order Changes and Cancellations

Order preparation may begin shortly after an order is submitted.

If you need to request a cancellation or change, contact us immediately at:

support@portalgrove.shop

Cancellation or modification requests are not guaranteed. Once order preparation begins, an order generally cannot be canceled, refunded, or changed.

This includes requests to change:

• The product

• The design

• The color

• The size

• The shipping address

Incorrect or Incomplete Addresses

Customers are responsible for reviewing and providing a complete and accurate shipping address during checkout.

PortalGrove is not responsible for additional preparation or shipping costs caused by an incorrect, incomplete, or undeliverable address supplied by the customer.

If a package is returned and can be reshipped, the customer may be responsible for the new shipping charge.

If the original package cannot be recovered and a replacement item must be prepared because of an address entered incorrectly at checkout, the customer may be responsible for both replacement preparation and reshipping costs.

If PortalGrove caused the address error, we will work to correct it at no additional cost to the customer.

Packages Marked Delivered but Not Received

PortalGrove relies on tracking information supplied by the shipping carrier.

If tracking shows that a package was delivered but you cannot locate it, please:

• Confirm the shipping address on your order

• Check your mailbox, porch, side doors, and other safe delivery locations

• Ask household members or neighbors whether they accepted the package

• Allow a brief period in case the carrier marked the package delivered early

• Contact the carrier and request a delivery investigation or case number

After completing these steps, contact us with your order number and any information provided by the carrier.

A delivered tracking scan does not automatically qualify an order for a refund or replacement. PortalGrove will review the available tracking and delivery information.

Complimentary replacement or refund coverage generally does not apply to theft after confirmed delivery or delivery to an address correctly entered at checkout, except where required by applicable law.

Lost Packages

A delay or temporary pause in tracking does not automatically mean that a package is lost.

PortalGrove may ask the customer to wait through the carrier’s normal delivery window and cooperate with a carrier or fulfillment-partner investigation.

When a package is confirmed lost in transit, PortalGrove will generally arrange a replacement. A refund may be considered when replacement is unavailable or otherwise required.

Refused or Unclaimed Packages

Orders that are refused, left unclaimed, or returned because the customer did not complete delivery arrangements do not qualify for an automatic refund or complimentary replacement.

PortalGrove will review whether the package can be recovered or reshipped and will explain any additional preparation or shipping costs before proceeding.

Claim Review and Policy Misuse

To keep the claims process fair, PortalGrove may decline requests involving:

• Materially inconsistent information

• Altered or misleading evidence

• Repeated or excessive claims

• Repeated misuse of this policy

• Refusal to provide reasonably requested documentation

• Suspected fraudulent activity

Where permitted by law, PortalGrove may also cancel unfulfilled orders, limit future service, or decline future purchases involving suspected fraud or repeated policy misuse.

Our Commitment

PortalGrove is a small, independent shop, and each claim is reviewed carefully and individually.

When PortalGrove or one of our fulfillment partners makes a verified preparation, manufacturing, or fulfillment error, we will work to provide the appropriate resolution under this policy.

We appreciate customers reviewing product descriptions, sizing information, care instructions, and shipping details before placing an order. These steps help us keep our products accessible while correcting genuine mistakes fairly.

Nothing in this policy limits any consumer rights that cannot be limited or excluded under applicable law.

Last updated: July 28, 2026