Policy

Return & Refund Policy

Portuit sources Japanese subculture goods from authorized Japanese distributors on an on-demand basis. Because each order triggers procurement from our supply partners, our return policy reflects this sourcing model. Please read the following carefully before placing an order.

Return Eligibility

We accept returns only in the following cases:

• The item arrived damaged during shipping.
• The item is defective (manufacturing fault or quality issue present on arrival).
• The wrong item was shipped (mismatch between the item ordered and the item delivered).

We do not accept returns for change of mind, buyer's remorse, or any reason unrelated to damage, defect, or shipping error. This limitation is structural to our on-demand procurement model and allows us to keep pricing accessible for international collectors.

Return Window

Return requests must be submitted within 14 days from the delivery date shown on the carrier's tracking record. Requests submitted after this window cannot be processed.

Non-Returnable Items

The following items are not eligible for return under any circumstances:

• Digital products (PDF guides, digital packs, downloadable content) once delivery is complete.
• Physical items whose original shrink-wrap, seal, or packaging has been opened or broken, except where damage or defect is being claimed.
• Items reported damaged or defective without supporting photographic evidence.

How to Request a Return

To initiate a return, email contact@portuit.co within 14 days of delivery with the following:

• Subject line: your order number (e.g., "Return request - Order #1234").
• Reason for return (damage / defect / wrong item).
• For damage or defect claims: clear photographs of the item and, where applicable, the shipping packaging.

We will respond with return shipping instructions, including the return address and, where applicable, a return shipping label. Please do not return items without first receiving instructions from us, as unauthorized returns may not be processed.

Return Shipping Costs

For eligible returns (damage, defect, or wrong item), Portuit covers the cost of return shipping. We will provide a prepaid return label or reimburse documented return shipping costs upon receipt of the returned item.

Refund Processing

Once the returned item is received and inspected, we will process your refund to the original payment method within 5-7 business days. Depending on your card issuer or payment provider, the refund may take an additional 5-10 business days to appear on your statement.

If the returned item does not match the reported reason (e.g., no visible damage, or condition inconsistent with the claim), we will contact you before processing the refund and may decline the return.

Order Cancellation

Orders may be cancelled for a full refund within 24 hours of order placement. After this window, procurement from our supply partners has typically been initiated, and cancellation is no longer possible.

To cancel an order, email contact@portuit.co within 24 hours with your order number in the subject line.

Contact

For any questions about this policy or an existing order, contact us at contact@portuit.co. We aim to respond within 2 business days.

This policy is effective as of April 2026 and may be updated periodically. The version in effect at the time of your order will apply to that order.

Last updated: April 23, 2026