Returns & Refunds

1. The short version

2. Changed your mind: your 7-day legal right

Because you bought online, section 44 of the Electronic Communications and Transactions Act gives you the right to cancel within 7 days of receiving the goods, without giving a reason and without any penalty.

You return the goods, and we refund you within 30 days. The only cost you carry is the cost of sending the item back to us.

This right is set by law. We cannot shorten it, and nothing on this page limits it.

3. Changed your mind: our 14-day window

We go further than the legal minimum. You have 14 days from the day your order is delivered to return it simply because you changed your mind.

To qualify, the item must be:

• Unused and unwashed, with no water ever run through it
• In its original packaging, with all accessories included, such as the drain hose and spin basket
• In a condition we can resell

You pay the return shipping on a change-of-mind return. Once the item reaches us and we have checked it, we refund the purchase price. Original delivery charges are not refunded on change-of-mind returns.

4. Faulty or damaged goods

Damaged in transit or wrong item

Please check your parcel when it arrives. If the item is damaged, incomplete or not what you ordered, email us within 48 hours with photos. We will arrange collection at our cost and send a replacement or refund you in full, whichever you prefer.

Develops a fault later

Section 56 of the Consumer Protection Act gives you 6 months from delivery to return goods that are defective, unsafe, or not fit for their ordinary purpose. Where that applies, you choose whether you want a refund, a replacement or a repair. We do not get to decide that for you, and we will not charge you for the return.

What is not a fault

• Damage from misuse, dropping, or running the machine dry
• Overloading, or washing items heavier than the machine is rated for
• Damage from unauthorised repairs or modification
• Normal wear and tear over time

The machine is built for small loads. Heavy, water-soaked items can stall the spin cycle, and that is a limit of the product rather than a defect.

5. How to return something

1. Email us at portly@gmail.com with your order number, what you are returning and why. Include photos if it is damaged or faulty.
2. We reply within 2 business days confirming the return and telling you where to send it.
3. Send it back, packed well enough to survive the trip. For faulty items we arrange and pay for collection.
4. We inspect and refund. We will keep you updated by email.

Please do not send anything back before contacting us, as we may not be able to trace it.

6. How refunds work

Refunds go back to the method you paid with. We process them within 7 business days of receiving and checking the returned item, and always within the 30 days the law allows. Your bank may take a few more days to show it.

If you chose a replacement instead, we ship it as soon as the returned item is checked.

7. What we cannot accept

• Items returned after 14 days for change of mind, unless the item is faulty, in which case the 6-month right applies
• Items that have been used, washed with, or had water run through them, on a change-of-mind return
• Items missing parts, accessories or original packaging
• Items damaged after delivery through misuse

If you are not sure whether your situation qualifies, just email us and ask. We would rather talk it through than have you guess.