Porlex distribution in North America is managed by Eight Ounce Coffee Ltd.
We are the North American Distributor for Porlex, and are not able to assist with purchases made outside of North America, or from un-authorized retailers, or any item purchased from large third party websites such as Amazon or eBay.
We will gladly accept returns on any unused merchandise that you are not completely satisfied with, in its original packaging, within 30 days.
Please fill out our contact form found here to get started! We’ll likely ask the reasoning out of curiosity, and will send over instructions on what to do next. We ask that you package your return items well so that they are not damaged during the journey back to us.
Once the items arrive back to us and are verified to be in original and unused condition, we’ll process a refund and send over a confirmation email. If there are any issues with the items (used, no packaging, damaged), we’ll get in touch to discuss any applicable restocking fees.
All shipping costs are non-refundable. We know shipping can add up, so it might be worth repurposing any items that aren’t quite right for you as opposed to shipping them back. It’s always great to have back stock or a spare give gift for those friends who pop by during the holidays with an unexpected birdhouse for you!
We always recommend using a tracked shipping method when doing a return, as we are unable to process any refunds on items that don’t make it back to us.
Please note that we cannot cover warranty for Porlex products purchased outside of North America, or from Amazon or eBay. If you need warranty support or replacement part coverage and have purchased on either of these websites, please contact the seller directly.
Any Porlex product purchased in North America directly from us, or one of our authorized wholesale customers across the continent, comes backed by a 7-year warranty. If a Porlex product you’ve purchased from us or one of our authorized resellers stops working due to a manufacturer defect, please let us know as soon as possible by filling out our contact form found here, and we will work with you to determine next steps to get the issue resolved as soon as possible.
Please note that warranty coverage does not apply to any glass or ceramic items or parts, or defect arising from a buyer or user’s misuse of the product, negligence, or failure to follow product instructions.
If you change your mind or realize that you've ordered the wrong product after it's shipped, we'll happily accept a return (see first section, above). From this point, you're free to place a new order for the desired product either immediately, or once you receive your refund - it's up to you!
We have a three-step process to ensure accuracy of all orders that ship from our warehouse, and use recycled packing paper and compostable packing peanuts so that your order arrives safely. If you are unfortunate enough to discover a mistake or a damaged item in your order, please connect with us by filling out our contact form found here within 30 days of receiving your order, so we can rectify this for you asap.