If you have already accepted a traveler’s offer, you can cancel your order and get the refund if:
The traveler has not responded to your messages for more than 48 hrs. If there’s no response from your traveler, please contact Portrs support so we can mediate and try to get ahold of your traveler. If Portrs doesn’t receive a response after 48 hrs., we will cancel your order after you confirm your preferred refund method: Instant Match (get a new traveler), refund to your original payment method.
The item received is broken, damaged or not what was requested. The order should be refused upon delivery, so please be sure to properly test and inspect your product at that time. If this didn’t happen, you have 24 hrs. to report this to your traveler and to Portrs. Claims received after 24 hrs. cannot be cancelled, and will depend solely on the traveler’s ability to travel back to exchange the product with the retailer.
The order was cancelled by your traveler and has not been matched with a new one. If your traveler cancelled the delivery of your order, we’ll republish it to try to find you a new traveler that can deliver it on a nearby date and for the same price. If the order has not yet been matched, you may cancel the order by clicking on “Order details” and then on the “cancel order” button on the order page, then you can have a refund to the original payment method.
If you have already accepted a traveler’s offer, you can’t cancel your order and will not get any refund if:
You changed your mind. Purchases on Portrs are final due to the type of service we provide. As travelers purchase the products with their own money, cancellations will impact them in different ways, as they may not be able to return the product to the retailer due to different reasons, such as non-return policies or return windows closed, which may make them lose the invested money when purchasing your product.
The product received is not what was expected. If an online store or seller is not describing an item accurately, this affects shoppers, regardless if you obtain the item through Portrs or directly from the seller. We, therefore, recommend ordering from only reputable retailers, many of which can be found here. If the shop where the item is requested turns out to be unreliable, the item you ordered is used, or if the vendor does not accept returns, the traveler will not be responsible and therefore, Portrs's money-back guarantee will not apply.
The order was matched with a new traveler. If a new traveler is matched with your order, and you would like to see if a cancellation may be possible, please contact your traveler via the Portrs messenger. Travelers are often willing to cancel the order from their end if they haven’t purchased your item yet, though cancellation cannot be guaranteed.
The order is delayed. It may happen that your traveler's flight is delayed or rescheduled due to unforeseen circumstances. Portrs will ask travelers for proof of this to ensure the traveler is compliant with our Terms of Service. However, your payment is still 100% protected. Orders can’t always be cancelled if the product is already purchased but you still may be able to check this with your traveler via the Portrs messenger, still, the cancellation won’t always be guaranteed by Portrs.
Note:
Bank transaction Charges will be deducted from refund as per bank/payment gateway policy.
