Politique de remboursement

Returns & Refunds

We want you to love your Portrelle routine. If something is not right, this policy explains your rights and how to return an item.

Your 14-day right of withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), you have the right to cancel your order within 14 days of receiving your items, without giving any reason. To exercise this right, email us at support@portrelle.com with your order number before the 14 days expire. You then have a further 14 days to send the items back.

Condition of returned items

For hygiene and safety reasons, cosmetic products can only be returned if they are unopened, unused and with their seal intact. Items that have been opened or used cannot be returned unless they are faulty, in line with the exception for sealed goods that are not suitable for return once unsealed.

Return shipping

You are responsible for the cost of returning the items to us unless the product is faulty or was sent in error. We recommend a tracked service, as we cannot be responsible for items lost in return transit.

Refunds

Once we receive and inspect your return, we will refund you within 14 days using the same payment method you used to order. We may withhold the refund until the goods are received or you provide proof of return.

Faulty or incorrect items

You benefit from the statutory 2-year legal guarantee of conformity. If your item arrives damaged, faulty or incorrect, contact us within a reasonable time and we will arrange a replacement or full refund, including any return costs.

Questions? Email support@portrelle.com.