We want you to feel confident when shopping with PortaSofa. Please read the following conditions carefully before requesting a return.

Change-of-Mind Returns

We accept change-of-mind return requests within 14 days of the date your order is delivered, provided that all of the following conditions are met:

• The product remains completely unopened and unused.
  
• The original carton, vacuum packaging, seals and protective packaging have not been opened, removed, cut or damaged.
  
• The product has not been expanded, assembled or used.
  
• The customer provides clear photographs showing the condition of the carton and packaging from all sides.
  
• The return request is reviewed and approved by the PortaSofa team before the product is sent back.
  

Because our sofas are vacuum-compressed, they cannot be returned under our change-of-mind policy after the carton or vacuum packaging has been opened. Once opened, the product expands and cannot be safely re-compressed or returned to its original saleable condition.

Please do not send a product back without receiving written return approval from PortaSofa. Unauthorised returns may not be accepted.

How to Request a Return

To request a return, please email adminachiland.hk  within 14 days of receiving your order and include:

• Your full name
  
• Your order number
  
• The reason for the return
  
• Clear photographs of every side of the unopened carton
  
• Photographs showing that all seals, straps and packaging remain intact
  

Our customer service team will review the information and normally respond within 2 business days.

If the return is approved, we will provide the return address and instructions. The product must be sent back within 7 days of receiving return approval.

Return Shipping

For an approved change-of-mind return:

• The customer is responsible for return shipping costs.
  
• Original delivery charges are non-refundable.
  
• The customer is responsible for ensuring that the product is transported safely and arrives at our warehouse without damage.
  
• We recommend using a trackable and insured delivery service.
  

Warehouse Inspection

• All returned products are inspected by our warehouse team after arrival.
  
• A refund will be approved only when the warehouse confirms that:
  
• The carton and vacuum packaging have not been opened.
  
• The product has not been expanded, assembled or used.
  
• The product and its packaging are in their original condition.
  
• All included parts and accessories are present.
  
• The product has not been damaged during return transport. Approval provided before the return is based on the photographs and information supplied by the customer. Final refund approval is subject to the warehouse inspection.
  

If the returned product does not meet these conditions, we may be unable to accept the return. We will contact the customer before taking any further action.

No Restocking Fee

PortaSofa does not charge a restocking fee for an approved return that meets all of the conditions stated in this policy.

The customer remains responsible for return shipping costs for change-of-mind returns.

Refunds

Once the returned product has been received and approved by our warehouse team, the refund will be issued to the original payment method within 5–7 business days.

Your bank or payment provider may require additional time to process and display the refund.

Original delivery charges and return shipping costs are not refundable for change-of-mind returns.

Damaged, Faulty or Incorrect Products

Please inspect your order as soon as it is delivered.

If your product arrives damaged, is faulty, or is different from what you ordered, please contact adminachiland.hk as soon as possible and provide:

• Your order number
  
• A description of the issue
  
• Clear photographs or videos showing the problem
  
• Photographs of the packaging and shipping label, where available
  

We will assess the issue and provide an appropriate solution. Depending on the circumstances, this may include replacement parts, repair, replacement or refund.

The unopened-packaging conditions in our change-of-mind policy do not limit any rights or remedies available to customers under the Australian Consumer Law.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer rights or remedies that cannot lawfully be excluded, restricted or modified.

Contact Us

For return or refund enquiries, please contact:

adminachiland.hk

PortaSofa Returns Department