Refund policy
Refund & Returns Policy
Because every PortalX Gear item is printed on demand and made specifically for you, we operate a focused returns policy that prioritizes resolving quality issues quickly and fairly.
14-Day Return Window
You have 14 days from delivery to request a return for the following reasons:
- Manufacturing defects (misprints, faded ink, stitching issues)
- Wrong item received (incorrect size, color, or design)
- Shipping damage
How to Start a Return
Email hello@portalxgear.com within 14 days of delivery with:
- Your order number
- A clear photo of the issue
- A brief description of what's wrong
We will review your request within 24 hours (Monday–Friday). If approved, we will either send a replacement at no cost OR issue a full refund to your original payment method — your choice.
US Customers — Free Return Shipping
For approved returns within the United States, we provide a prepaid return shipping label by email. Once we receive the returned item, we will process your refund or replacement within 5 business days.
International Customers
For approved returns outside the United States, the buyer is responsible for return shipping. We recommend using a trackable shipping method. PortalX Gear is not responsible for return packages lost in transit. Once we receive the returned item, refunds or replacements are processed within 5 business days.
Sizing Exchanges
If you ordered the wrong size, contact us within 14 days. We will do our best to help, though the buyer covers return shipping for non-defective sizing exchanges. To avoid sizing issues, please use our Size Chart before ordering.
What We Cannot Accept Returns On
- Items returned after 14 days from delivery
- Items returned without prior approval (please email us first)
- Items showing wear, washing, or damage caused after delivery
- Gift cards
Refund Processing Time
Once a refund is approved, your bank or credit card company may take 5–10 business days to post the refund. If you have not received your refund after 10 business days, please:
- Check your bank account again
- Contact your credit card company to confirm processing time
- Contact your bank — there is often delay before refunds are posted
If you have completed these steps and still have not received your refund, email hello@portalxgear.com with your order number and we will investigate.
Damaged or Defective Items
Please inspect your order on arrival. If your item is defective, damaged, or incorrect, email us immediately at hello@portalxgear.com with photos and your order number. We will replace the item or refund you in full — at no cost to you.
Order Cancellations
Because production begins quickly, cancellation requests must be received within 2 hours of order placement. After production has started at Printful, orders cannot be cancelled or modified.
Questions?
Email hello@portalxgear.com. We reply within 24 hours, Monday to Friday.