Last updated: 30 August 2026

Every Portale order is made to order. Keychains are hand-poured and programmed to your own web address, and profiles are built from the content you send us. This policy explains where refunds and returns apply and where they do not.

1. Custom-made goods

Portale keychains and digital profiles are made to your specification and are personalised to you. Under section 42(2) of the Electronic Communications and Transactions Act, the seven-day cooling-off right for online purchases does not apply to goods that are made to a consumer's specifications or that are clearly personalised.

For that reason we do not offer change-of-mind refunds once production has begun.

2. Before production begins

If you cancel before we have started your build and before any materials have been used, we refund your payment in full. Contact us at info@portale.co.za as soon as possible.

On bulk and corporate orders, the deposit covers materials and becomes non-refundable once production begins.

3. Faulty or damaged items

If your keychain arrives damaged, or the NFC chip does not work, we repair or replace it at no charge. Tell us within seven days of delivery and send a photograph to info@portale.co.za. We arrange collection or replacement at our cost.

Where a replacement is not possible, you may choose a refund of the amount paid for that item.

4. Handmade variation

Resin is hand-poured. Small differences in colour, finish, clarity and bubbling are normal and are not treated as faults.

5. If your profile is wrong

If your profile does not match the content you supplied, we correct it at no charge. Tell us within fourteen days of delivery. Corrections to your profile do not require the keychain to be returned, because the keychain points at a web address rather than storing the content.

6. Changes you ask for after approval

Each package includes a set number of rounds of changes. Changes beyond that are quoted separately and are not treated as a fault.

7. Wrong item delivered

If we send the wrong item, we collect it and send the correct one at our cost.

8. Digital-only services

Analytics setup, profile rebuilds and hosting are digital services. Once the work has been carried out they are not refundable. If the service was not delivered as agreed, we correct it or refund it.

9. How to raise a return

Email info@portale.co.za with your order reference, a description of the problem and a photograph where relevant. We reply within two working days.

10. Refund method and timing

Approved refunds are paid back to the original payment method within ten working days of approval. Delivery fees already incurred are not refunded, except where the fault was ours.

11. Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2008, or the Electronic Communications and Transactions Act, 2002.