Purchase policy
Order Cancellation
An order may be modified or cancelled on the same day of purchase within 24 hours. Please write to commande@portatecqc.com to specify your order modification or cancellation.
Personalized Product
All doors ordered on Portatecqc.com or through a partner store are produced according to your measurements, design, and colour choices. These custom “turnkey” products are what differentiate us from the other doors offered on the market. Consequently, we cannot simply resell exchanged or returned products. Nonetheless, we want you to be entirely satisfied with your order.
Our website, Portatecqc.com, displays several door images and Portatec genuinely attempts to be as accurate as possible. Be advised, however, that monitor-generated colour discrepancies are not considered as errors, as the various paint and stain colours may differ from one screen to another. For this purpose, Portatec offers the possibility of ordering standard paint or stain samples which interest you. Visit our section “Order Samples”.
Production and Delivery Guarantee
We understand that purchasing products online could at times worry our customers with regards to production and delivery guarantee. Although we guarantee that our production process is rigorous, situations beyond our control could arise at the time of production. Other situations could also lengthen the delivery time, such as holidays, natural disasters, a “force majeure”, third party delays (late raw material deliveries), etc.
Return policy
Any request for the return, exchange, or reimbursement of a customized product will be evaluated on a case-by-case basis, in accordance with our Guarantee. Please contact our Customer Services within 3 business days of receiving your order so we can assist you as efficiently as possible. Be advised that product photos could be asked. All requests will be processed within the next 7 business days.
Reasons for return:
- A production error, i.e. a clear discrepancy between what you ordered and what you received (for example: wrong dimension, paint or stain colour other than the one selected, wrong door swing direction).
- Product damaged upon reception.
Therefore, if a finished product does not correspond to your order or if it is defective or damaged, we will happily solve the situation for you.
Shipping fees are however non-refundable.
For a product return, exchange, or reimbursement to be accepted, said product must be in its original packaging, unaltered, all tags included.
Portatec reserves the right to refuse returns that do not comply with our Policy.
