Refund policy

We want you to love your PortaBall—but if something’s not right, we’re here to help.

30-Day Return Policy

You have 30 days from the date you receive your order to request a return.

To be eligible:
- Items must be unused, in original condition and packaging, with tags attached.
- Proof of purchase (receipt or confirmation email) is required.

To start a return, contact us at portaball.shop@gmail.com. Items must be returned to:

Masaryk 1, Tel Aviv 6435103, IL

Note: Customers are responsible for international return shipping unless the item is damaged or defective. We do not provide pre-paid return labels for non-defective items.

Damaged or Defective Items

If your item arrived damaged, defective, or incorrect, email us within 5 days of delivery at portaball.shop@gmail.com with:
- Photos of the damaged product
- Packaging and shipping label
- Description of the issue

All claims are subject to inspection. Refunds or replacements will only be approved if we confirm that the damage occurred before delivery and was not caused by misuse, modification, or improper handling after arrival.

We reserve the right to deny refund requests if the item shows signs of customer-induced damage.

Exchanges

We do not offer direct exchanges. If you’d like a different product, return your item for a refund and place a new order.

Non-Returnable Items:
- Sale items
- Custom or personalized orders

EU Customers – 14-Day Cooling-Off Period

If you’re in the EU, you have the right to return your order within 14 days of delivery for any reason. Items must be unused and returned with original packaging and proof of purchase.

Refunds

Once your return is received and inspected, we’ll notify you of the approval status. If approved, a refund will be issued to your original payment method within 10 business days.

Refunds may take additional time depending on your bank or payment provider.

If it’s been more than 15 business days since approval and you haven’t received your refund, contact us at portaball.shop@gmail.com.

Need Help?

Questions or concerns? We're here to support you—reach out at portaball.shop@gmail.com.