Return, Exchange, Refund Policy
1. 30 Day Money Back Guarantee
Portkeys offers comprehensive pre- and post-sales support, and regular upgrades to ensure continued benefits from our innovative designs. Portkeys’ innovative products and our commitment to cutting edge technology will ensure you stay ahead of the pack. If you need to return the goods, please contact us, we will provide the return address. Please contact Portkeys by emailing services@portkeys.com.
2. Return/Exchange
All new machines (just purchased) with dead pixels can only be replaced but not refunded.
Shipping fees for returned packages are non-refundable. They can be waived under certain conditions. To be eligible for free returns, the delivery address must be in the U.S.
In most cases, return shipping will incur costs. Portkeys deducts shipping and restocking fees about 60 USD from your refund.
At Portkeys, we want you to be completely satisfied with your purchase. If you are not completely satisfied with your purchase, please contact Portkeys by emailing services@portkeys.com.
Please contact us so we can issue you an RMA number. Any product returned without an RMA number will be returned to the customer.
Portkeys responsibilities:
If our company is responsible for this problem, the goods received are damaged or incorrect.
- Return and refund: Once we confirm receipt of the returned product, we will arrange a refund.
- Return and replacement: Once we confirm receipt of the returned product, we will send the replaced product to you.
We will be responsible for all shipping costs, but the user must use the local postal product to send the product back to our designated location, otherwise we will not bear the shipping cost of the product you send back, Please contact Portkeys by emailing services@portkeys.com to confirm the designated location of the return.
This solution is only provided if Portkeys is responsible for shipping the wrong item/size.
Customer responsibility:
Incorrect order (product size)
If the customer ordered an incorrect size or product, we can also allow returns. In this case, the customer will be responsible for the transportation costs (to and from our warehouse) and other costs incurred by the return.
3. Refund
If the package can’t be customs clearance or is destroyed for the customer’s personal reasons, all responsibilities are covered by the customer. We wouldn’t refund. Please note.
You have up to thirty (30) calendar days from the time you receive your item(s) to initiate a return and receive an RMA number. If the item is returnable and you send it back in its original packaging, and if applicable, with all the accessories, manuals, documentation, and registration that shipped with the product, Portkeys will offer you a refund in the form of a check that is mailed to the address we have on file, or refund your credit card.
There is no restocking fee for returns inside 7 days from Proof of Delivery date. A 15% restocking fee will be applied for returns 8 to 30 days from Proof of Delivery date.
If the returned product is damaged in any way (including cosmetic damages) we reserve the right to deny a return and not provide a refund, or charge a repair or restoration fee of at least 15% of the original purchase price of the product.
If you meet all the refund conditions, we will refund you within 30 days.
Please contact us for more help. We will try our best to help you and respond to all emails as soon as possible.
4. Compatibility Notice
We can not guarantee compatibility with all 3rd party devices including but not limited to (cameras, converters, recorders, wireless devices, Drones, etc.) While we aim to have our devices work with all 3rd party devices there may be times when certain signal types, frame rates, resolutions, etc. will not work with a particular Portkeys product. If you purchase one of our products and find this to be the case our standard return policy applies, please send back your Portkeys product for a refund within the 30 day return period.
5. Shipping Costs
You will pay for shipping the product(s) to Portkeys. Portkeys recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to Portkeys or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit.
6. Warranty Policy
Portkeys products have a 1-year warranty to prevent malfunctions (you need to pay the return postage. The shipping cost of the display sent to you will be borne by us). This warranty does not cover normal wear and tear or damage caused by misuse. During the warranty period, man-made damages need to pay related maintenance costs. For more than one year or man-made damage, corresponding maintenance fees should be paid according to the specific degree of damage.
If you have any defective items or warranty issues, please contact us. We are happy to provide you with a warranty request.
What do you need to provide to send the email to the after-sales team?
If you have any questions about the product, you can provide the video about the product problem, the barcode on the back of the product, the order number, the name of the store you purchased, and send it to our after-sales service team email: services@portkeys.com for us Get a better understanding of your situation so that you can quickly find better solutions to help you.
For specific policy details, please read our warranty policy page.
Repairs out of warranty
If you would like to repair your product, but it is out of the Manufacturer’s Warranty, you can ship the product to Portkeys and we will provide you with a cost estimate that will include labor, materials, and parts costs. If you decide to have the product repaired, you will be responsible for paying the total amount of the repair via credit card before any repairs will be made.
7. Note
- The warranty period of our products is one year. If our products have any defects, please contact us in time and we will deal with them as soon as possible.
- Except for product quality issues, we do not accept returns.
- If you insist on returning the goods, please contact us in advance, we do not accept returns without prior notice.
- If you decide to return the goods, please make sure that the entire package is exactly the same as the one you received. Tell us the tracking number after mailing.
- After receiving your returned goods, we need to evaluate the goods before returning them. If the quality problem is indeed our responsibility, we will refund in full. However, if there is no quality problem or the problem is not our responsibility, we will refuse to refund any money to you. Please know this.
- Portkeys reserves the right to change the terms and conditions of the sale at any time.
- Portkeys may make changes to any products offered at the Portkeys online store, or to the applicable prices for any such products, at any time, without notice. The information provided at the online store with respect to products may be out of date, and Portkeys makes no commitment to update the information provided at the online store with respect to such products and services