If you purchase an item from Portero that is not authentic, we will refund 100% of the purchase price, plus any shipping and insurance costs you may have incurred.
How To File a Complaint:
Please call Customer Care at 1.877.962.2398 to file an Authenticity Complaint.
We will discuss our authenticity guarantee and issue a Return Merchandise Authorization (RMA) number for your return. The item must be returned within 30 days from the date we shipped the item to you with all security strips in place.
Once you receive an RMA number from Portero Customer Care, you must perform the following steps to receive proper credit for the return:
• Re-pack your merchandise in its original packaging and shipping box.
• Write the RMA number on the outside of the box.
• Insure your package for the full value of the merchandise and return it to us using the delivery service of your
choice. We recommend shipping by a traceable carrier such as UPS.
How To Resolve It:
We will proceed to take the necessary steps to re-authenticate the item in question.
If an item is deemed authentic, we will refund 90% of the full purchase price and will issue a store credit for 10% of the purchase price, good for 90 days. We do not refund shipping or insurance costs.
If an item can't be authenticated, we will promptly refund 100% of the purchase price, plus any shipping and insurance costs you may have incurred.