Returns
01
How to Start a Return
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What You'll Need
- Your order number (found in your confirmation email)
- The email address used to place the order
- Original packaging in good condition
Having Trouble with the Portal?
If you're unable to generate a return label through the portal, email us at support@porteandhall.com and we'll get your return started right away.
02
Return Policy
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Return Window
We accept returns within 30 days of delivery.
Item Condition
Items must be unused and returned in their original packaging. We cannot accept returns on items that have been used, worn, or are no longer in their original packaging.
Return Shipping Fee
A return shipping fee of $10–$35 will be deducted from your refund. This covers a portion of the carrier cost. There are no additional restocking fees.
Refunds
Refunds are issued to your original payment method. Once we receive your return, please allow 5-7 business days for the credit to appear on your statement.
03
Return Eligibility
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Eligible for Return
- Full-price items in unused condition
- Items returned in original packaging
- Items returned within 30 days of order delivery
Not Eligible for Return
- Items returned after the 30-day window
- Items that have been used or worn
- Items not in original packaging
- Items marked Final Sale and Final Few items
- Gift cards
04
Return Shipping Fees
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Return shipping fees are deducted from your refund — no upfront payment required. Fees vary by product type and are only a fraction of the actual carrier cost. There are no restocking fees.
Your exact return fee will be displayed in the portal before you confirm your return.
| Product Type | Size | Return Shipping Fee |
|---|---|---|
|
Doormats
Standard doormat sizes (Insider, Innerweave, Outlier)
|
Standard | $10 |
|
Runners
All runner sizes
|
Runner XL Runner |
$15 $20 |
|
Area Mats
Larger format mats
|
4×6 5×7 |
$25 $35 |
|
The Porter
|
Standard Double |
$20 $35 |
05
Your Refund
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Refund Method
All refunds are issued to the original payment method used at checkout. We do not issue refunds by check, cash, or to a different payment method.
Refund Amount
Your refund will reflect your original purchase price, minus the return shipping fee ($10–$35). Original shipping fees are non-refundable.
06
Damaged or Defective Items
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Option 1: Contact Customer Service
Email support@porteandhall.com with your order number and a photo of the damage or defect. Our team will follow up with next steps.
Option 2: Use the Returns Portal
Visit the returns portal and select damaged or defective as your reason. Please don't ship the item back — someone will reach out with instructions.
07
The Outlier — 5-Year Warranty
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The Outlier is backed by a 5-year warranty.
If your Outlier develops an issue beyond the standard 30-day return window, you may still be covered. The Outlier warranty covers structural integrity, resistance to cracking and breaking, and functioning drainage — for five years from your purchase date.
Visit our Warranty Policy page for full details and eligibility requirements. Have questions or need to make a claim? Contact customer service at support@porteandhall.com.