Returns, Damages & Warranty

PORTELA 11 LLC sells impact windows, doors and related products. Each sale covers the product only; measurement, installation, permitting and inspections are not included unless agreed separately in writing. Products carry their manufacturer's warranty, which PORTELA 11 LLC passes through without adding a separate warranty of its own.

Keep your invoice, the order confirmation and the labels attached to each frame. They identify the series, size and glass of every unit and are required for any damage report, return or warranty claim.

Inspect every item at pickup or on delivery. If a unit arrives damaged, is missing, or does not match what you ordered, report it to PORTELA 11 LLC within 48 hours of pickup or delivery by WhatsApp at (786) 590-0488 or email at sales@portela11.com. Include your order number and clear photos of the item, the packaging and the damage, plus the carrier's delivery receipt with your notes if it was a freight delivery.

Do not install, cut, drill or alter the item. A product that has been installed or modified cannot be claimed as delivered damaged or incorrect. Once the report is reviewed, PORTELA 11 LLC confirms the next step — repair, replacement or credit — with the manufacturer or the carrier as applicable.

Stocked catalog items that were not special-ordered may be returned if they are unused, uninstalled, in their original condition and packaging, and the request is made within 14 days of pickup or delivery. Contact PORTELA 11 LLC first to confirm eligibility and receive return instructions; do not return a product without that confirmation.

A restocking fee may apply to approved returns. Shipping and delivery charges are non-refundable, and the cost of returning the item to the warehouse is the customer's responsibility unless the return is due to PORTELA 11 LLC's error. Approved refunds are issued to the original payment method once the item has been received and inspected.

Because many impact windows and doors are made to order or cut to size, the following cannot be returned or exchanged:

• Custom sizes and special orders built to the customer's measurements or specifications.
• Products that have been cut, drilled, altered, installed or removed from an installation.
• Items that are not in their original condition or packaging, or that show damage not reported within 48 hours.
• Opened sealants, adhesives and other consumables.
• Clearance or final-sale items identified as such at the time of purchase.

Each product is covered by its manufacturer's written warranty, which defines what is covered (typically defects in materials and workmanship for a stated period), what is excluded (such as improper installation, misuse, normal wear or storm damage) and how a claim must be filed. The applicable terms are those of the manufacturer for the series purchased; ask for the current warranty document for a specific product before ordering.

PORTELA 11 LLC helps customers identify the product, gather the invoice and labels, and submit the claim to the manufacturer, but it does not replace or extend the written warranty. Warranty service is provided by the manufacturer under its own procedures.

To cancel or change an order, contact PORTELA 11 LLC as soon as possible with your order number. Orders for stocked items can usually be cancelled before they have been picked up or shipped; once an item has left the warehouse, the return rules above apply.

Special orders and custom sizes are placed with the manufacturer on your behalf and may not be cancellable once production has started. Any cancellation of a special order is subject to the manufacturer's terms and the costs already incurred. Refunds for approved cancellations go back to the original payment method.