1. Return window
You must notify us within 7 days of delivery (domestic) or of receipt at destination (export) to request a return, repair or replacement. Transit damage must be reported within 48 hours of delivery.
2. Eligible cases
- The machine or a part is defective on arrival.
- A wrong model or wrong item was supplied.
- Parts or accessories listed on your invoice are missing.
- The product materially differs from the description or specification on our website or proforma invoice.
3. Not eligible
- Change of mind, or a machine no longer required, after dispatch.
- Damage caused by improper handling, installation, operation or modification after delivery.
- Change parts or machines built to your own drawings or container samples, unless defective.
- Consumables (labels, glue, belts, rollers) once used.
4. How to request a return
Email info@brothers.in with your invoice number, machine serial number, a description of the problem and photos or a short video. Our service team will respond within 2 business days and agree the remedy with you.
5. Remedies
Depending on the issue we will, at no cost to you: (a) supply the missing or correct part, (b) repair the machine, or (c) replace the machine. If none of these is possible we will refund the amount paid for the affected item.
For eligible returns we pay the return freight. Do not send any goods back without a return authorisation from us.
6. Refunds
Approved refunds are paid within 10 business days to the original payment method or by bank transfer in the currency of payment. Bank charges levied by intermediary banks on international transfers may apply. For bank-transfer refunds we will ask for your account name, number, IFSC/SWIFT code and order number from your registered email.
7. International customers
This policy applies to customers in all countries we ship to. Because export sales are Ex-Works, transit damage is claimed on the buyer’s transit insurance; manufacturing defects, wrong or missing items are always handled by us as above.