Refund policy
We at Portret, operated legally under URBN ART S.A.R.L., we strive to ensure total satisfaction with our high-end custom metal portraits.
Because our products are entirely custom-made and personalized to your specifications, we cannot accept returns or offer refunds if you change your mind. However, your satisfaction is our top priority, and we completely guarantee the quality of our work upon delivery.
Damages and Issues (Defective Items)
Please inspect your order upon reception and contact us immediately at portret.lb@gmail.com if the item is defective, damaged during transit, or if you receive the wrong item, so that we can evaluate the issue and make it right immediately with a replacement.
To start a claim for a damaged or defective item, you can contact us at portret.lb@gmail.com. Items must be inspected upon arrival, and clear photographic evidence of the damage or defect must be provided within 14 days of receiving your package. Approved replacements will be processed and manufactured immediately at no extra cost to you.
Return Address for Authorized Inspections
Should a physical return or inspection be explicitly authorized by our team, packages must be sent directly to our registered office layout address:
Main Street, la belle residence, Floor 0, Mezher, El Metn, Lebanon.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned under any circumstances, including custom products (such as special orders, personalized art, or custom-dimension steel pieces) and gift cards. Please get in touch if you have specific questions or concerns about your unique order.
Refunds for Authorized Order Cancellations
In rare circumstances where an order cancellation or refund is authorized by management before manufacturing begins, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your cancellation, please contact us at portret.lb@gmail.com.