Returns & Exchanges

Returns & Exchanges

We hope you love your PORT&LOTUS purchase. If your order is not quite right, please review our return and exchange policy below.

Order Cancellations

Please contact us as soon as possible if you need to cancel or modify your order.

We will make every reasonable effort to accommodate your request. However, cancellations or changes cannot be guaranteed once an order has entered processing or has been shipped.

Return Policy

We accept eligible returns within 30 days of the delivery date.

To qualify for a return, the item must be:

  • Unused, unworn, and in its original condition
  • Free from stains, odors, scratches, damage, or other signs of use
  • Returned with all original tags, packaging, accessories, and dust bags, where applicable

Items that do not meet these requirements may be refused or returned to the customer.

Non-Returnable Items

The following items are not eligible for return:

  • Final sale items
  • Personalized, monogrammed, or customized items
  • Items that have been used, worn, damaged, altered, or returned incomplete
  • Items returned outside the 30-day return period

How to Start a Return

Please contact our Customer Support team before sending any item back.

When submitting your request, include:

  • Your order number
  • The item you wish to return
  • The reason for the return

Once your request has been reviewed, we will provide return instructions and the appropriate return address.

Returns sent without prior authorization may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or different from what was ordered.

We strongly recommend using a trackable shipping service and retaining your shipping receipt. PORT&LOTUS is not responsible for return packages that are lost, delayed, or damaged in transit.

Original shipping charges are non-refundable.

Damaged, Defective, or Incorrect Items

Please contact us within 7 days of delivery if your item arrives damaged, defective, or different from what you ordered.

To help us review the issue, please provide:

  • Your order number
  • A clear description of the issue
  • Clear photographs of the item
  • Photographs of the original packaging
  • A photograph of the shipping label

Once the issue has been verified, we will provide an appropriate resolution.

Refunds

Once your return has been received and inspected, we will notify you by email regarding the status of your refund.

If approved, the refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

The following charges are non-refundable unless the return resulted from an error on our part:

  • Original shipping fees
  • Return shipping costs
  • Customs duties
  • Import taxes
  • Other applicable handling or delivery charges

Exchanges

Exchanges are subject to product availability.

Please contact our Customer Support team before returning the original item. All items submitted for exchange must meet the same eligibility requirements outlined in this policy.

If the requested replacement item is unavailable, we may offer a refund or another available option.

Contact Us

For all return, exchange, cancellation, or damaged-item requests, please include your order number when contacting us.

Email: info@portlotus.com

We typically respond within 1–2 business days.