Refund policy

REFUND, RETURN & WARRANTY POLICY (B2B STORE)

OVERVIEW

This Refund, Return and Warranty Policy applies exclusively to business-to-business (B2B) transactions conducted through the online Store operated by PORTMAN LIGHTS Sp. z o.o., headquartered in Gdynia, Poland, NIP: 5862310706, REGON: 365588200 ("Portman Lights", "we", "us", or "our"). 

By placing an order on our Store, you agree to the terms set forth below.

1. NO RIGHT OF RETURN OR WITHDRAWAL (STRICT B2B POLICY)

1.1. ALL SALES ARE FINAL: As this Store is strictly dedicated to B2B customers purchasing products for commercial or trade purposes, statutory consumer rights—including the 14-day statutory right of withdrawal without cause under EU directives—DO NOT APPLY.

1.2. EXCLUSION OF RETURNS: We do not accept product returns, order cancellations after payment processing, or exchanges for convenience, change of mind, or incorrect customer selections.

2. TRANSPORT DAMAGE & DELIVERY DEFECTS

2.1. RECEIPT INSPECTION: Upon receiving the shipment under DAP Incoterms 2020, you must inspect the packaging and products for visible damage or missing items.

2.2. CLAIM REQUIREMENTS: If transport damage occurs, you MUST:

(a) Note the damage on the carrier’s delivery note;

(b) Draft an official Transport Damage Protocol with the carrier driver upon delivery; and

(c) Notify Portman Lights in writing via email or our support portal within 48 hours of delivery, attaching photos and the damage protocol.

2.3. Failure to draft a damage protocol or report within 48 hours waives any transport damage claims.

3. MANUFACTURER'S WARRANTY & SERVICE (RMA)

3.1. EXCLUSION OF STATUTORY IMPLIED WARRANTY: Statutory implied warranties for defects (in Polish: "rękojmia" under Art. 558 § 1 of the Polish Civil Code) are completely excluded.

3.2. WARRANTY PERIOD: All genuine Portman Lights products are covered exclusively by our Manufacturer’s Warranty for 24 months (2 years) from the date of sale.

3.3. SERVICE REPORTING CHANNEL: 

(a) The ONLY official channel for warranty claims, technical issues, or RMA requests is support.portmanlights.com. Claims via other channels will not be processed.

(b) Our support team aims to process and respond to requests within 3 to 5 business days.

3.4. RMA & LOGISTICS:

(a) Do NOT ship any equipment back to Portman Lights without prior written approval and an assigned RMA ticket.

(b) Shipping Costs: The customer bears transport costs for sending defective equipment to Portman Lights for service. Portman Lights covers shipping costs for returning repaired or replaced items back to the customer.

4. WARRANTY EXCLUSIONS 

The warranty strictly covers manufacturing, component, and material defects. It DOES NOT cover any damages or defects resulting from external factors, misuse, or third-party actions, including, but not limited to, the following (in particular):

(a) Physical, mechanical, or structural damage caused by dropping, impact, accidents, or improper handling/transportation;

(b) Electrical damage caused by incorrect power supply connections, voltage fluctuations, power surges, phase loss, or improper electrical grounding;

(c) Environmental damage resulting from operating products outside specified limits, exposure to moisture, liquid ingress, or extreme weather conditions;

(d) Normal wear and tear of consumable parts or items subject to natural degradation (e.g., lamp light sources, fuses, protective coatings, cosmetic scratches, flight cases);

(e) Equipment opened, modified, altered, or repaired by unauthorized personnel without prior RMA approval via support.portmanlights.com;

(f) Damage resulting from improper maintenance, cleaning with unsuitable chemicals, or failure to follow product manuals and safety documentation;

(g) Any other operational failure or damage resulting from intent, negligence, misuse, or force majeure events beyond the Manufacturer’s reasonable control.

5. CANCELLATION & REFUNDS BY SELLER

If Portman Lights cancels an order prior to shipment due to product unavailability or pricing/VAT validation errors, a 100% refund of the prepaid amount will be issued within 14 business days.

6. CONTACT & SUPPORT

PORTMAN LIGHTS Sp. z o.o.

Ul. Chwaszczyńska 190D, 81-571 Gdynia, Poland

NIP: 5862310706 | REGON: 365588200

Email: office@portmanlights.com | Phone: +48 58 766 49 49

Official Service Portal: support.portmanlights.com