Returns and Exchanges

Cancellation, returns and exchanges

They are only accepted cancellations, returns and exchanges in Portugal or European Community Countries of new product, complete, without any damage or signs of wear, within 15 days.

We do not accept custom parts returns.

If we receive returns that do not meet the conditions above mentioned, the client will not be entitled to any refund and will be sending you proposed this return with the next order. If you decline and want to recover the article, you need to schedule a collection of articles in our facilities and bear the burden.

To exercise your right to return, please contact our Customer Support with your order number, description or reference of the product you want to return, address and date of collection. This service is available Monday to Friday, from 08h00 to 19h00, and you cannot schedule a specific time, only a date.

Cancellation of orders
You can only cancel an order if it is in pending status, which means it has not been packaged yet and did not come out of our warehouses. Contact line supports the customer to cancel the same.

If you cancel an order paid, the refund will be made within 5 days.

Returns orders / products
The returns service is available Monday to Friday, from 09h00 to 19h00, and you can not schedule a specific time, only a date.
Returns are free if the reason for the return is the responsibility of TwoBrothers. If the reason for return is because you change your mind or made a mistake when ordering, the cost of return will you be deducted from the refund amount.

Product exchanges
We only make changes in the new, complete products without any damage or signs of wear.

To make an exchange, contact customer support with the order number, description or reference of the product you want to change the address and date of collection. The exchange service is available Monday to Friday, from 09h00 to 19h00.
If for some reason you cannot make the replacement of the product, the value of it is you will be refunded.

Methods and repayment terms
The TwoBrothers will endeavor to refund the customer quickly protecting, however, a maximum of 15 days from the date of arrival of the return to our facilities.
In the case of canceled orders (orders paid that were not sent), the maximum period for repayment is 5 days.

The refund will be made as follows:

If you made the payment by credit card, the refund will be credited on the card itself and can be seen in the next statement.
In the case of payment by Paypal, the refund is credited to your PayPal account and will be immediately available.
If you paid your order by payment to the collection, contact the customer support team with the data from your bank account (NIB and SWIFT) and the refund will be transferred to this account.
Return transport costs
Refund orders for transport costs which return is the responsibility of TwoBrothers (eg defective or damaged products). However, we do not refund shipping costs in a multi-product order only one having problems.

When ordering the return is the customer’s responsibility, the shipping and the order return shipping costs will be charged by the customer.

These costs will be deducted from the refund amount if the return order is paid. If not paid, you need to make a transfer of the value of these costs when making a new order.