Refund policy

Effective Date: 10/05/2025
Company: Portia M USA, LLC
Registered Location: 10 North Calvert Street, Baltimore, Maryland 21202, United States

1. Overview

Portia M USA (“we,” “our,” or “us”) values every customer and is committed to providing products of the highest quality. This Returns, Exchanges, and Refunds Policy (“Policy”) governs all product returns and refund requests for purchases made directly through our official website, www.portiamusa.com (“Site”).

By completing a purchase through our Site, you agree to the terms outlined in this Policy. This Policy applies exclusively to orders shipped within the United States.

2. All Sales Final – Limited Exceptions

All sales are considered final. Refunds or replacements will only be issued under limited circumstances, as defined in Section 4 of this Policy. We do not accept returns or provide refunds for:

Change of mind or personal preference

Dislike of texture, scent, or formula

Dissatisfaction with results or perceived product performance

Accidental or duplicate purchases

Incorrect use, storage, or application of the product

3. Legal Compliance

This Policy is governed by the laws of the State of Maryland and the United States of America.
Portia M USA operates in compliance with all applicable federal and state consumer protection laws, including:

The Federal Trade Commission Act (15 U.S.C. §45) prohibiting unfair or deceptive acts or practices; and

The Maryland Consumer Protection Act (Md. Code Com. Law §§13-101 et seq.), which mandates transparency and fairness in refund and return disclosures.

All disputes related to this Policy shall be governed by Maryland law and resolved in a court of competent jurisdiction within the State of Maryland.

4. Eligibility for Return, Exchange, or Refund

Portia M USA may authorize a return, exchange, or refund only under the following qualifying circumstances:

A. Damaged, Defective, or Incorrect Product

If a product arrives damaged, defective, leaking, expired, or different from the item ordered:

Notify support@portiamusa.com within seven (7) days of delivery.

Include clear photos of the affected item, packaging, and shipping label.

Once reviewed and approved, we will issue a prepaid return label or replacement at no cost.

If replacement is not possible, a full refund will be provided.

B. Adverse Skin Reaction

If you experience an allergic or adverse skin reaction after using our product:

Discontinue use immediately and contact support@portiamusa.com within thirty (30) days of delivery.

Provide photos of the reaction and a brief description of product use and timing.

The product must contain at least 50% of its original contents.

After review, we may issue a refund, store credit, or replacement at our discretion.

C. Shipping Error

If an incorrect product was shipped:

Notify us within seven (7) days of receipt.

We will arrange for the correct item to be sent at no cost.

5. Non-Returnable & Non-Refundable Items

The following items and conditions are not eligible for return, refund, or exchange:

Opened or used products (except for verified adverse reactions)

Final Sale or promotional items

Gift cards or complimentary samples

Products not purchased directly from www.portiamusa.com

Items missing original packaging, seals, or labels

Shipping costs, taxes, duties, or fees once an order has shipped

Delays caused by carriers, customs, or incorrect address entry

6. Return Authorization Process

To request a return under this Policy:

  1. Contact support@portiamusa.com with your full name, order number, and reason for return.

  2. If eligible, you will receive a Return Merchandise Authorization (RMA) number and prepaid return label.

  3. Send your authorized return to the address below:

    Portia M USA – Returns Department
    10 North Calvert Street
    Baltimore, Maryland 21202
    United States

  4. Returns sent without an approved RMA will not be accepted.

7. Condition Requirements

Returned products must:

Be in the same condition as received (unless due to verified defect or reaction).

Include original packaging and proof of purchase.

Contain at least 50% of the product volume (for skin reaction claims).

Failure to meet these requirements may result in denial or partial refund.

8. Refund Processing

Upon receipt and inspection of your returned item:

You will receive an email notification of approval or denial.

Approved refunds will be issued to the original method of payment within ten (10) business days.

Depending on your financial institution, processing time may vary.

If you have not received your refund within fifteen (15) business days after approval, contact support@portiamusa.com for assistance.

9. Exchanges

We do not offer direct exchanges. Customers who wish to receive a different item must complete the return process (if eligible) and place a new order.

10. Lost, Missing, or Stolen Packages

If your package is marked “delivered” but has not been received:

Contact the shipping carrier to initiate a delivery investigation.

Notify us once a claim has been filed.
Replacements or refunds for missing packages are handled on a case-by-case basis after investigation.

11. Order Cancellations & Address Errors

Orders cannot be modified, cancelled, or rerouted once fulfillment has started.
Please verify your shipping information before checkout. Portia M USA is not responsible for orders shipped to incorrectly entered addresses.

12. Limitation of Liability

To the fullest extent permitted by law, Portia M USA’s total liability related to product purchase, use, or return shall not exceed the original purchase price of the product.
We are not liable for indirect, incidental, consequential, or punitive damages under any circumstance.

13. Amendments

Portia M USA reserves the right to revise, amend, or update this Policy at any time without prior notice. The most current version will always be published on our official website. Continued use of our Site constitutes acceptance of the revised Policy.

14. Contact Information

For any questions, claims, or return requests under this Policy, please contact:

Portia M USA Customer Support
📧 support@portiamusa.com
📍 10 North Calvert Street, Baltimore, Maryland 21202, United States