Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

Return Policy for Unpacked Sofas:

If the sofa has been unpacked and expanded, please note that returning the item may incur additional shipping fees due to the increased volume. We are unable to re-compress the sofa once it has been opened, and this may affect the cost of return shipping. Additionally, a restocking fee will be applied to cover the handling and repackaging process.

To avoid any issues, we recommend keeping the sofa in its original packaging if you are considering a return. Please contact our customer service team for more details before initiating a return of unpacked items.

To start a return, you can contact us at info@portasofa.com.au. Please note that returns will need to be sent to the following address: 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@portasofa.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Due to the nature of our vacuum-compressed packaging, returns are only accepted if the item remains in its original, unopened packaging. Once opened, the product cannot be repacked or resold, so we are unable to accept returns unless there is a manufacturing defect.

We also do not accept returns for:

• Customized or made-to-order products

• Items that have been used, expanded, or removed from their original packaging

If you receive a damaged or defective item, please contact us immediately, and we will assess the issue and provide a resolution.

Color Variation

Please note that slight color differences between the product images and the actual product are possible due to professional photography settings, lighting, and display device variations. These minor discrepancies are not considered defects and therefore do not qualify for refunds or exchanges. However, if you believe there is a significant issue with the product, please contact our support team for further assistance.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Policy

At PortaSofa, we are committed to providing a great customer experience. If for any reason you need to return a product, please follow the steps below:

1. Return Process

• To initiate a return, please contact us at info@portasofa.com.au within 14 days of receiving your order.

• Provide your order number, reason for return, and photos of the product (if applicable).

• Our customer service team will respond within 48 hours to assist you with the return process.

• Once your return is approved, you will receive a return authorization and instructions on how to send the item back.

• The product must be shipped back within 7 days after the return is approved.

 

2. Return Conditions

• Returns must be initiated within 14 days of receiving the product.

• The product must be in its original condition, unused, and in original packaging.

• Returns due to change of mind are subject to a restocking fee of 10%.

• Custom or personalized items cannot be returned.

 

3. Return Address

All returns should be sent to the following address:

📍 PortaSofa Returns Department

Please ensure the return package includes your order number for reference.

• Customers are responsible for return shipping costs, unless the item is defective or incorrect.

 

4. Refunds

• Refunds will be processed within 5-7 business days after receiving and inspecting the returned product.

• Refunds will be issued to the original payment method used at checkout.

• Shipping fees are non-refundable.

• If the product does not meet the return conditions, the refund may be partially refunded or denied.

For further questions, please email us at info@portasofa.com.au.