Returns & Refunds

We do not accept general returns on food items.

When we refund

We may issue a refund when:

• To reconcile your order of per-weight products (learn more here)
• A product arrives damaged
• The wrong product was delivered

You must report the issue within 3 working days from delivery or pickup.

Proof required

To help us validate the issue, we may ask for:

• Photos of the product
• Photos of the packaging
• Order number
• Short description of the issue

Refund method

Approved refunds will be made to the original payment method.

Products approaching best-before

Products sold as “approaching best before” are discounted because of their date condition. These products are not refundable because of the date, as long as this was clearly communicated before purchase.

Fresh, refrigerated and frozen products

For fresh, refrigerated or frozen products, customers must ensure timely collection or reception. We cannot refund products damaged due to late pickup, failed delivery reception, or incorrect delivery details provided by the customer.

For refund requests, contact: info@portuel.com