Port Surry Hills Trading As Porters Concierge
Last Updated: 7th Aug 2024
At Port Surry Hills PTY LTD, we strive to provide the highest quality products and exceptional service. We understand that sometimes situations arise where you may need to return a product or request a refund. This Return and Refund Policy outlines the terms and conditions for returns and refunds.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The wine must be unopened, in its original packaging, and in the same condition as received.
- The return request must be made within 28 days of the purchase date.
- The product must not be a special order or an auction item, as these are final sale and cannot be returned.
2. Return Process
To initiate a return, please follow these steps:
- Contact Us: Reach out to our customer service team at admin@portersconcierge.com.au with your order number and details of the product you wish to return.
- Approval: Once your return request is approved, we will provide you with instructions on how to return the product.
- Shipping: If it is a change of mind return, you are responsible for the cost of return shipping. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of the returned item.
3. Damaged or Defective Products
If you receive a damaged or defective product, please contact us within 28 days of receipt. We may require you to provide photos of the damaged or defective product. Upon verification, we will offer a replacement, store credit, or a refund, including any shipping costs incurred.
4. Refunds
Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days.
5. Non-Returnable Items
The following items are non-returnable:
- Opened bottles of wine
- Gift cards
- Special orders or personalized items
- Items marked as final sale
- Auction items
6. Late or Missing Refunds
If you haven’t received a refund yet, please:
- Check your bank account again.
- Contact your credit card company, as it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at admin@portersconcierge.com.au.
7. Changes to This Policy
We reserve the right to update or modify this Return and Refund Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of our website and services after any changes constitutes your acceptance of the revised policy.
8. Contact Us
If you have any questions about our Return and Refund Policy, please contact us at:
Port Surry Hills PTY LTD
408 Elizabeth Street, Surry Hills NSW 2010
admin@portersconcierge.com.au