Refund Policy

Refund Policy

Last updated: August 21, 2026

Refund Policy

PortSide Gear (portsidegear.us) is an independent specialist retailer for laptop docking stations, hubs, and accessories from trusted brands including Razer, Corsair, Plugable, and STM Goods. We stand behind every order with transparent shipping and straightforward 30-day returns. If anything isn't right with your purchase, this policy explains how to get help, start a return, and receive a refund or replacement.

Return Window and Eligibility

Returns are accepted within 30 days of delivery. To be eligible for a return, the item must be in its original condition with original packaging, accessories, and documentation included. The product model and serial number on the box should match your invoice, and the item should not show signs of use beyond what is needed to verify that it works.

When Your Order Arrives

We encourage you to check the packaging seal, confirm the product model and serial number match your invoice, and visually inspect for any cosmetic issues. Before using the product, connect it to your primary device and test all ports — including power delivery, data syncing, and video output. If anything seems off, contact us right away so we can resolve the issue quickly.

How to Start a Return or Report a Concern

To begin a return or report a concern, contact our after-sales team at aftersales@portsidegear.us or our main support team at support@portsidegear.us. Please include:

• Your order number or original invoice reference
• Product model and serial number
• A detailed description of the issue or question
• Clear photos of the product, packaging, and any serial numbers
• Any relevant videos, error messages, or system logs
• If the purchase was made somewhere other than the order record, a description of where and when it was made

Every inquiry is logged with a unique ticket ID. We verify the order in our system, gather relevant details, and either resolve the issue directly or forward it to the appropriate department. Specialized departments receive the ticket within 1 business day of the initial request.

How Damaged, Incorrect, Quality, and Authenticity Concerns Are Reviewed

Our quality assurance team handles every reported concern through a structured review:

• Acknowledgment: We acknowledge your claim within 1 business day and document it in our internal quality database.
• Diagnosis: We may request additional photos, a video, or a video call for remote inspection to better diagnose the issue.
• Verification: We verify whether the issue falls under the manufacturer's warranty and initiate the appropriate claim.
• Return authorization: If the claim appears valid, we provide a prepaid return label and instructions.
• Inspection and resolution: Once we receive the product, we inspect it and, if the claim is confirmed, issue a refund or replacement within 5 business days.

We track resolution progress and communicate status updates to you throughout the process. Warranty or quality issues are escalated to our quality assurance department within 1 business day, and escalations to the manufacturer or brand support team include updates to you within 2 business days.

Refunds

Once your return is approved and the product is received and inspected, we issue a refund to your original payment method — credit card or PayPal.

If we confirm an authenticity issue, we offer a full refund including original and return shipping costs, or an immediate replacement if you prefer. For other approved returns, we provide a prepaid return label where applicable under the standard return policy.

Exchanges

If you prefer a replacement rather than a refund, let us know when you contact us. For confirmed quality or authenticity issues, an immediate replacement is available.

Shipping Fees

Standard shipping is $8.00, and shipping is free on orders over $45.00. For valid claims under our return policy, a prepaid return label is provided when applicable. For confirmed authenticity issues, we cover both original and return shipping costs.

Warranty Information

Warranty terms vary by product and manufacturer. PortSide Gear shares available support information before purchase where possible. For warranty issues, our after-sales team collects the necessary information and coordinates with the manufacturer's support process. If a warranty or quality issue requires specialized attention, it is escalated to our quality assurance department, which verifies the applicable manufacturer warranty and initiates the appropriate claim.

Authenticity and Quality Commitment

We guarantee that every product we deliver is genuine and sourced from legitimate supply chains. All products originate from vetted distributors and manufacturer-authorized supply channels, and we require original packaging, serial numbers, and any accompanying documentation for every unit we accept into inventory. Products without clear provenance are rejected outright.

New inventory is inspected upon arrival for tampering, shipping damage, or missing accessories. A random sample from each batch is unpacked and tested with common devices to verify power delivery, data syncing, and video output; any anomalies lead to the entire batch being quarantined and returned to the distributor. Each product listing is also reviewed by our merchandising team before publication, with specifications verified against the manufacturer's official data sheet and photos checked against the current product revision.

If a product is proven to be non-original or counterfeit, we take full responsibility and will make it right — either a full refund including original and return shipping costs or an immediate replacement. We also notify the brand and work with them to investigate the source, ensuring counterfeit products are removed from our network.

Who Operates PortSide Gear

PortSide Gear is operated by North Sound Harbor Trading LLC, an independent retail operating company formed in Seattle, Washington, focused on curating premium technology accessories for mobile professionals. North Sound Harbor Trading LLC operates the storefront as its exclusive retail channel and is responsible for all commercial activities, customer interactions, and compliance obligations — including order transactions, payment processing, customer support, after-sales service, supplier relationships, and quality standards.

PortSide Gear
2815 Alaskan Way, Suite 300
Seattle, WA 98121
United States

Contact Us

Our support teams are available Monday through Friday, 9:00 AM – 6:00 PM Pacific Time. Inquiries sent outside business hours are captured by our ticketing system and receive a response on the next business day, with priority given to urgent shipping or order issues.

• General support — support@portsidegear.us: questions about orders, payment, and coupons; guidance on finding information on our website; order modifications before dispatch; and initial triage of all incoming requests. First response within 4 business hours during the service window.
• After-sales — aftersales@portsidegear.us: order status and delivery updates; product setup and troubleshooting; returns and exchanges; and initial support for warranty claims. First response within 4 business hours during the service window. Please have your order number, product model and serial number, a detailed description of the issue, and any relevant photos, videos, or error messages ready.
• Quality assurance — quality@portsidegear.us: investigations of reported defects or malfunctions, warranty coordination with manufacturers, and review of product feedback to identify recurring issues. First response within 1 business day (8 business hours) during the service window. Please include your order number and original purchase invoice, product model and serial number, a detailed timeline of the issue and troubleshooting already attempted, photos or videos showing the problem, and any error codes or system logs if available.

You can also reach us by phone at +1 (206) 555-0148.