Refund & Return Policy – PORACT

At PORACT, we want you to be fully satisfied with your purchase.
If something doesn’t meet your expectations, you are protected by our return and refund policy below.

Eligibility for Returns

You may request a return if:

• The product is defective or damaged

• The product received is not the one you ordered

• The product arrived faulty or non-functional

• You changed your mind (conditions apply)

To be eligible for a return:

• The item must be unused

• The item must be in its original packaging

• A proof of purchase (order number or confirmation email) is required

• The request must be made within 14 days after receiving your item, in accordance with EU consumer protection laws

To start a return request, contact us at:
📩 poract.team@gmail.com

Non-Returnable Items

For hygiene and quality reasons, the following items cannot be returned unless defective:

• EMS massagers

• Body-contact products

• Opened or used accessories

Defective or Damaged Products

If your product arrives damaged, defective, or not as described:

1. Send us pictures or a video of the issue

2. Include your order number

3. Contact us within 7 days of delivery

After verification, PORACT will offer:

• a replacement,

• or a full refund,
  depending on your preference.

You will not need to return the product in most cases of proven defect.

Change of Mind (Right of Withdrawal)

Customers in the EU/Nordic countries benefit from a 14-day withdrawal period.

Conditions:

• The customer is responsible for return shipping costs

• The product must be unused and in its original packaging

• Return address will be provided by email upon request

• Shipping fees are non-refundable

Return Shipping Costs

• If the return is due to a PORACT error (defect, wrong item):
  we cover all return costs.

• If the return is due to a personal decision (change of mind):
  the customer is responsible for shipping costs, including international return fees to our Asian warehouse.

Refund Process

Once the returned product is received and inspected, we will notify you by email.

If approved:

• Refunds will be issued to your original payment method

• Processing time: 3 to 7 business days depending on your bank/payment provider

If the product is refused (used, damaged, missing packaging), no refund will be issued.

Late or Missing Refunds

If you haven’t received your refund yet:

1. Check your bank account again

2. Contact your bank or payment provider

3. If you still have issues, email us at:
   📩 poract.team@gmail.com

Lost or Stolen Packages

PORACT is not responsible for:

• packages delivered to the wrong address due to an incorrect customer entry

• packages marked as “delivered” by the carrier

However, we will do our best to help you file a claim.

Contact Us

For any question related to returns or refunds:
📩 poract.team@gmail.com

We answer all requests within 24–48 hours.