Refund policy

90-day change-of-mind returns

You may request a return within 90 days of receiving your PORTWELL luggage. For a change-of-mind return, the item must be unused, in its original condition and original packaging, with included accessories.

How to request a return

Email support@portwell.com.au with your order number. We will provide return instructions and the correct return address. Please contact us before sending your item.

Return postage and refunds

You pay the return postage for change-of-mind returns. Pack the luggage securely; tracked postage is recommended. Once we receive and inspect an eligible return, we will refund the amount paid for the returned item to the original payment method. Your bank or payment provider may take additional time to display the refund.

Faulty, damaged or incorrect items

If an item arrives damaged, is faulty or does not match its description, contact us with your order number and details of the issue. These claims are handled separately from change-of-mind returns. Original packaging and the 90-day change-of-mind deadline do not limit your rights under Australian Consumer Law. If a product is confirmed to have a problem covered by consumer guarantees, we will cover reasonable return costs and provide the remedy required by law.

Your consumer rights

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.