EXCHANGE AND RETURNS
If the product(s) arrive in poor condition or the order is wrong by TWO POLES or the transport company, you have a period of two (2) calendar days to communicate it by mail to hello@twopoles.co and a period of one week to make the return to the following address:
AMPHORA LOGISTICS – TWO POLES
Carrer del turisme, 12-14,
08720 Vilafranca del Penedès
Barcelona, Spain
The shipping costs of the return will be paid by the user and in the event that the return proceeds, TWO POLES will refund the mentioned amount.
Once the order is received at our facilities, its status will be checked. In the event that the return proceeds, the amount of the item and the costs of the return will be refunded through the same form of payment that was used for the purchase.
Right of withdrawal and product changes
We want you to be completely happy with your purchase from Two Poles. Should you change your mind, you have the right to withdraw from the sales contract within a period of fourteen (14) calendar days from the day that you or a third party that you indicate to us, other than the carrier, purchased the package.
We do not make changes, if you wish, after making a return, you can make the new purchase from our website.
We will accept the return of products subject to the following conditions:
- The item(s) must be returned in their original condition, unused, unaltered, and without removing the warranty seals they carry. These are cosmetic products, therefore, if they have been unsealed after delivery they are not suitable for return for reasons of health protection and hygiene.
- The item(s) must be returned within fourteen (14) calendar days counted from the day that you or a third party you indicate to us, other than the carrier, acquired physical possession of the goods, together with the original proof of purchase.
- The item(s) must be returned in their original packaging and cannot have suffered any damage due to improper use.
- The return will be validated by sending us pictures that show that the products are unused or unsealed.
How to make a return?
1) Send us an email to hello@twopoles.co including the following details:
- Order number
- Items you want to return
- Name, phone and email
- Reason for return
- Pictures that allow us to verify that the product is unopened
Once we confirm the return, you must proceed as follows:
2) Prepare a package like the one you received, which adequately protections to the product.
3) Arrange a return shipment using a carrier of your choice. We apologize, in this case you must bear the return shipping costs, which are non-refundable. You must send the package to the following address:
AMPHORA LOGISTICS – TWO POLES
Carrer del Turisme, 12, 14,
08720 Vilafranca del Penedès
Barcelona (España)
4) Once we have received your package, in approximately 10-15 days you will receive your refund.
The price to be returned is the one that originally appeared in the order and has been paid by the buyer. In case the buyer includes discount coupons in the purchase, these will not be returned and only the amount that was actually paid for the returned product(s) will be refunded. In the event that there was more than one product in the purchase, the coupon will be deducted from the amount of the first return requested by the customer.
FAQS
- Can I make a product change?
To make a change, you must first proceed to return the product following the instructions indicated above.
Then, you can make the new purchase on our website, and we will refund the returned product/s in the same payment method you used for your purchase.
- Do I have to pay anything for a return?
To return any item purchased from TWO POLES just send us your package with a local courier or post office and send the product to us at the address above. Return costs are the responsibility of the customer, except for those that arrive in poor condition or an erroneous order by TWO POLES.
- How will I receive my refund?
Once a return is approved, the value of the purchase will be refunded by the same method with which you made the original payment.
- When will I receive my refund?
Once we have confirmed that the returned items are in perfect condition and with the guarantee seals, you will receive an email confirmation informing you of the amount that will be refunded to your account.
- What happens if the refunded amount is incorrect?
If this happens, please contact us at hello@twopoles.co. We will do our best to solve the problem as soon as possible.