Service and Returns

The Returns Process

The Portway Service Team understand that a faulty or damaged product in yours or your consumers possession is a problem that you require a solution to as soon as possible. The Portway Service Team endeavour to process your faulty or damaged product in time to enable collection on your next Portway delivery.

  1. Retailer completes Faulty Product / Damaged Goods Online Form
  2. The Portway Service Team will process your request within 10 working days
  3. The Retailer receives a collection note which must be placed on product in question
  4. Delivery driver has matching collection note and removes product in question
  5. Product is received back at Portway HQ and is checked by The Portway Service Team
  6. Retailer is issued Credit note on completion of Return

Please Note: You must get a manufacturers authorisation number prior to a Faulty Uplift of Damaged Goods request.
Your processed Return will then only be collected when we are delivering to your given address.

Please note: Any request for Faulty Product or Damaged Goods Uplifts may take up to 10 WORKING DAYS to process.
We apologise for any delay and any inconvienience caused.


Faulty Products

Return of a Faulty product will only be processed by the Portway Service Team via the Online Form that is found below. Most faulty goods will only be collected on proof of a valid Manufacturer Authorisation Uplift number. Details on which brands require this authorisation can be found below with their contact details.

Damaged Goods

Any Damaged goods be it in transit or manufacturing must be reported to the Portway Service Team via the Online Form that is found below within 48hrs of receipt of delivery. Photographic proof of damage should be always be supplied and is required as standard by some Manufacturers.

Cancellations & Incorrect Orders

Order cancellations should be received in Writing by the Portway Sales Team on [email protected] for more urgent cancellations please contact Sales on 01264 334596 Opt 1.

Goods ordered incorrectly or no longer required must be reported to The Portway Service Team with 14 days of receipt of delivery and still be in the original boxed packaging as new.

A ‘restocking charge’ of 25% from invoice value will be administered for any returned / restocked items.