Returns, Refunds & Replacement Policy
At Two Brothers Solutions PTY LTD, we take pride in the quality of the products we design and manufacture. This policy outlines our approach to returns, refunds and replacements and is intended to operate alongside your rights under the Australian Consumer Law (ACL).
Change of Mind
We do not accept returns, exchanges or refunds for change of mind.
This includes situations where you:
- No longer want or need the product
- Ordered the incorrect product, size or variation
- Found the product cheaper elsewhere
- Changed your mind after placing or receiving your order
Please check product descriptions, dimensions, compatibility and other relevant information carefully before completing your purchase.
Opening, using or installing a product does not affect any rights you may have in relation to a product that is genuinely faulty or otherwise fails to meet applicable consumer guarantees.
Faulty, Defective or Incorrect Products
If you receive a product that is faulty, defective, damaged, materially different from its description or otherwise does not meet applicable consumer guarantees, please contact us as soon as reasonably possible.
We may request:
- Your order number or other proof of purchase
- Photographs or video showing the issue
- A description of the fault or problem
- Any other information reasonably required to assess the product
We reserve the right to inspect or assess a product before determining the appropriate remedy.
Where a product has a minor problem, we may choose to repair the product, replace it or otherwise rectify the issue in accordance with the Australian Consumer Law.
Where a product has a major problem, you may be entitled to choose between a replacement or refund in accordance with the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law or other applicable consumer protection legislation.
Products That Have Been Opened or Used
We do not accept opened or used products for change of mind returns.
However, a product will not be refused simply because it has been opened, installed or reasonably used where the return relates to a genuine fault, defect or other failure covered by applicable consumer guarantees.
Damage caused by misuse, incorrect installation, modification, accident, neglect or use outside the product's intended purpose is not considered a manufacturing defect.
Custom & Made-to-Order Products
Custom, personalised or made-to-order products cannot be returned or cancelled simply because you change your mind.
This does not affect your rights where a custom or made-to-order product is faulty, does not match the agreed specifications or otherwise fails to meet applicable consumer guarantees.
Australian Returns – Faulty Products
Where a product supplied within Australia is confirmed by us to be faulty or defective, Two Brothers Solutions will cover or reimburse reasonable return freight costs where required under the Australian Consumer Law.
Please contact us before returning a faulty product so we can provide return instructions.
Where possible, we may provide a return shipping label or arrange another suitable return method.
If you arrange postage yourself, please retain your postage receipt.
International Returns
For orders delivered outside Australia, customers are responsible for arranging and initially paying the cost of international return shipping.
Two Brothers Solutions does not generally provide prepaid international return labels or arrange international return freight.
Where a product is subsequently confirmed to be faulty and applicable consumer protection law requires us to reimburse reasonable return costs, we will comply with those obligations.
Any reimbursement of international return freight will be limited to reasonable shipping costs appropriate for returning the product. Customers should contact us before arranging international return freight and retain evidence of the shipping cost.
Duties, taxes, import charges or other fees associated with international returns will be handled in accordance with applicable law and the circumstances of the return.
Products Found Not to Be Faulty
If a product is returned as faulty but, after reasonable assessment, no fault or defect is found, or the issue is found to have resulted from misuse, incorrect installation, modification or damage caused after delivery, we may decline the requested remedy where permitted by law.
Where permitted, the customer may also be responsible for reasonable return, inspection or redelivery costs. We will advise you of any applicable costs before proceeding where required.
Refunds
Where a refund is approved, it will generally be issued to the original payment method.
Processing times may vary depending on your bank, card provider or payment processor.
Where the Australian Consumer Law entitles you to a full refund for a major failure, the refund will be provided in accordance with those legal requirements.
Replacements
Where a replacement is agreed, we will arrange for the replacement product to be dispatched as soon as reasonably practicable.
Availability and manufacturing lead times may apply to products that are custom manufactured or produced to order.
Before Returning an Item
Please contact Two Brothers Solutions before sending any product back to us.
Providing your order details and photographs of the issue first can often allow us to assess the problem more quickly and avoid unnecessary freight.
Unauthorised returns may take longer to process.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded where the Australian Consumer Law applies.
Nothing contained in this Returns, Refunds & Replacement Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy available to you under the Australian Consumer Law or other applicable legislation where doing so would be unlawful.
Contact Us
For returns, product faults or warranty enquiries, please contact:
Two Brothers Solutions PTY LTD
Address: Unit 3/5 Deviation Way, Neerabup 6031, Western Australia
Email: sales@twobrothers.au
Phone: 0412 063 654
