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FAQ's

1. How to Create Account?

  • Visit the Official Website: Navigate to Symphony's official website to explore products, services, or any specific offerings you're interested in.

  • Create an Account: Look for a "Sign Up" or "Register" option, located at the top right corner of the website. Click on it.

  • Fill in Details: You'll typically be asked to provide details such as your name, email address.

  • Verification: After filling in the necessary details, you might receive a verification code to confirm your email address or phone number. Follow the instructions in the email or SMS to verify your account.

  • Complete Registration: Once verified, you should be able to complete the registration process. Some platforms may require additional information or steps.

2. I am unable to login to my account, What to Do?

  • If you are not getting OTP then use resend button to retrigger OTP after 60 seconds 
  • If you are still unable to login, Try alternate number.

1. How do I know if my location is serviceable?

To determine if Symphony's services are available in your location, please follow these steps:

  • If you are interested in a specific product, head to its description page on our website. Here, you'll also have the option to enter your PIN code to verify if the product can be delivered to your location.

2. My location is unserviceable, What to do?

  • We sincerely apologize for any inconvenience caused. If your pin code is currently not serviceable for a specific product, we regret to inform you that we cannot facilitate delivery to your location at this time.
  • However, please be assured that we are continually working towards expanding our services across India. Our aim is to enhance accessibility and cater to a broader customer base. We appreciate your understanding and patience in this matter.
  • We value your interest in our products, and we're committed to ensuring a seamless shopping experience for all our customers. Please stay tuned for updates on serviceability expansion in the future.
  • Once again, we apologize for the inconvenience and thank you for your understanding.

3. Location is unserviceable after order placement, What to do?

  • In situations where an area is determined to be unserviceable by Symphony, customers will be promptly notified at the time of placing an order on our website. We prioritize transparency and aim to provide accurate information regarding serviceability to all our users.
  • Additionally, please note that Symphony reserves the right to cancel any orders if a product has already been shipped and subsequently the pin code is identified as unserviceable.
  • Should such an event occur, rest assured that a full refund will be initiated to the customer's original mode of payment. The refund process is expected to be completed within 10-15 working days. We strive to uphold our commitment to customer satisfaction and appreciate your understanding in such circumstances.

1. What are the payment mode that is supported on Website?

The prepaid options available are:

- Credit Card - Full swipe/EMI

-Debit Card

-Debit Card EMI

-UPI

-Netbanking

- Wallet

- Gift cards 

- BNPL(Buy now pay later)

- Bajaj Finserv

 

2. What is No cost EMI?

  • No Cost EMI (Equated Monthly Installment) allows customers to purchase products and pay for them in monthly installments without incurring any additional interest or processing fees. Essentially, the total cost of the product is divided into equal monthly payments over a specified period, ensuring that you only pay the product's actual price without any extra charges.

3. Is EMI facility Available for Payment?

  • Yes.  EMI option is available for payment. EMI stands for 'Equated Monthly Installment' and it is a convenient payment option that you can choose to pay for the order in easy installments to the credit card issuing bank. 

4. Amount is debited from my account but the Order is not created?

  • In this Scenario, We recommend that you please verify the status of the transaction with your payment partner or bank. If a transaction has failed, the bank typically processes an automatic refund to the original mode of payment.

5. What will happen to EMI if I cancel the order?

  • If you cancel an order for which you have opted for EMI (Equated Monthly Installments), the financial institution or bank will typically follow its cancellation and refund policy. Generally, the bank will stop the EMI deductions, and any amount already deducted will be refunded to your account.

 

6. What is GSTIN?

  • GSTIN (Goods and Services Tax Identification Number) is a unique 15-digit alphanumeric code assigned to businesses registered under GST in India.

7. Do I need to pay GST on my purchases from the D2C website?

  • Yes, GST is applicable on most products and services purchased from our D2C website as per the GST laws of India.The GST rates vary depending on the category of the product. Please note that a GST of 18% is applicable on all products available for purchase on our website.

8. Do I get a GST invoice for my purchases?

  • Yes, you will receive a GST-compliant invoice for all purchases made on our website. The invoice will contain details such as the GSTIN of the seller, the GST amount charged, and other relevant information.

9. How can I claim input tax credit (ITC) on my purchases?

  • You can claim input tax credit on the GST paid on your purchases by providing the GST invoice received from us while filing your GST returns.

10. How to Place Order using my GST details?

To place an order using your GST details, please follow these steps:

1. Once you have added all the desired products to your cart, proceed to the checkout page.

2. During the checkout process, you will be prompted to enter your billing information. Here, you'll need to provide your GST details, including your GSTIN (Goods and Services Tax Identification Number).

3. Review your order summary to ensure that all the details, including your GST information, are accurate.

4. After completing the payment process, click on the "Place Order" button to confirm your order with your GST details.

1. How do I cancel my Order?

  • You have the option to cancel your order before it is invoiced. To cancel the order, please log into MY ACCOUNT, navigate to MY ORDERS, and click on CANCEL ORDER for the specific order. Please be aware that if the order has already been packed and/or dispatched, the cancellation option will not be available.

2. Can I cancel my orders partially?

  • Yes, it is possible to cancel specific items from your order. Navigate to the "My Account" section and choose the items you'd like to cancel. The remaining items in your order will remain unaffected. The refund for the canceled item will be initiated to the original mode of payment and should reflect within 10-15 working days.

3. What is Your cancellation policy? Is there any cancellation fee?

  • You can cancel orders for products (partially or fully) prior to the shipment being “Invoiced”. Order cannot be cancelled once the package is “Invoiced”. You can check your order status whether invoiced or not under ‘My Account’ section.
  • Order will get cancelled either if the customer is not able to receive the orders even after two delivery attempts, or the customer address is incorrect.
  • Further Symphony reserves the right to cancel your order and refund the amount paid (if any) in case the Product is Invoiced and thereafter the pin code becomes unserviceable.
  • There is no Cancellation fees for Order placed on Symphony Website.

4. I am not getting the option to cancel the order on website, What do i do?

  • If you wish to cancel your order, please ensure you do so before it's dispatched for shipping. If you encounter any issues canceling an order that hasn't been shipped yet, kindly get in touch with our customer care team for assistance.

5. When will i get the refund after cancellation?

  • Post Cancellation Request, You can expect the refund to be credited to your account in 10-15 business days in the original mode of payment.

6. How can I modify my Order details?

  • Yes, you can modify the Order details Like Contact Number, Billing Name, and Address as long as the order has not been dispatched. Please contact our customer service team as soon as possible to make the necessary changes.

7. Can I change my delivery address after order placement?

  • Certainly, once an order is placed, the delivery address cannot be altered. If you wish to update the delivery address, you'll need to cancel the existing order and proceed with placing a new order with the correct address details.

1. What is same-day Shipping?

  • All Orders placed on the website are eligible for same-day shipping. Here, the "Same-day" Shipping is referred to as "All Orders will be dispatched within 24 Working hours from the time the order is placed".
  • Note: Please be aware that our dispatch centers do not operate on weekends (Saturday and Sunday). Therefore, any orders placed on weekends will be processed on Monday.

2. How can I Track My Order?

3. My order is Delayed, What do I do?

  • Apologies for any inconvenience. Due to a high demand of orders, there might be slight delays but we're working diligently to ensure on-time delivery. We are also trying to proactively communicate any delays and the new expected delivery date.
  • I appreciate your patience, and if you require additional support, please don't hesitate to reach out to our support team. Thank you for choosing us.

4. My order status says Delivered, But I haven’t received the order. What do i do?

  • We sincerely apologize for the inconvenience caused. The chances of this happening are extremely rare. Please reach out to our support team, and they will assist you in resolving this issue or else you can raise the ticket from 'MY ACCOUNT' Section.

5. My Order status says Returned to Origin, What does it mean?

  • In case, we are unable to deliver your items even after two attempts, the items will be returned to the source and the order will be canceled. If you have already made the payment, please expect a refund within 15 business days from the date of receipt of goods.

6. What is the Shipping Charges that I need to pay?

  • Currently, you are not required to pay any shipping charges. We provide FREE SHIPPING across locations.

7. Can I get my Order earlier?

  • We always aim to bring you your products before the promised delivery date.

8. How long does the delivery usually take?

  • The delivery timeframe primarily depends on the location of delivery. Once you place an order, you can view the expected delivery date on the order tracking page under the "MY ACCOUNT" section. Typically, deliveries are made within 5-7 working days.

1. Are there any installation charges that I need to pay post delivery?

  • No, There are no Installation charges as of now. 

2. When will the Installation happen?

  • Our Service Engineer will visit your place for the Installation. Generally, The Installation will take place within 72 hours from the date of delivery.

3. Will I need to place any request for the installation?

  • Usually, Installation happens within 72 hours from the time of delivery and no request needs to be placed. It is free.

4. What if I want the installation to happen some other date and time?

  • Usually, Installation happens within 72 hours from the time of delivery and Our service engineer call prior to confirm your availability. In case you need more time, please communicate your availability to reschedule the Installation.

5. What if the installation does not happen?

  • The installation ideally happens within 72 hours from the date of delivery and in case nobody has contacted you for the Installation within the said time, You can connect to our customer support team and raise an installation ticket. You will receive the update on your registered ticket within 24-48 hours.

1. How can I Return an order?

  • You can raise a request for a return on the Platform in “My Orders” section in the below sequence:
    My Orders >> Eligible Order >> Raise a Request >>Select Reason>>Upload Image/Video*>>Submit Request
  • Once Symphony confirms the return and refund request raised by you, Symphony will align a courier partner for pick-up of the Product. Once the Product is returned to our Warehouse and the QC check is confirmed by our Warehouse partner, The amount will be credited to the customer via the original mode of payment used within 10 to 15 working days depending upon the mode of payment and bank.
  • Note: In case of unsatisfactory evidence, Symphony reserves the right to reject the return request.

2. Are there any charges for return ?

  • No, There is no charges on return.

3. After how long will i get the refund after returning the order?

  • The refund will be initiated after the item is reached back at Symphony Warehouse and the Quality check has been completed. Post QC check, Refund generally takes 10-15 days to reflect in your account.

4 What is Symphony's Return Policy?

ORDER RETURN POLICY:

UNDER THE RETURN POLICY, YOU CAN RETURN THE PRODUCT UNDER THE FOLLOWING CONDITIONS:

  1. If you have received the product in a Physically damaged condition.
  2. If the product is significantly different from what has been ordered.
  3. If the order has an Incorrect quantity delivered.
  4. If the product is marked by the Symphony service team as non-repairable


UNDER THE RETURN POLICY, YOU CAN NOT RETURN THE PRODUCT UNDER THE FOLLOWING CONDITIONS:

  1. Symphony will not consider the product for return or refund request in the following cases:
    Buyer’s remorse including not limited to change of mind or incorrect product/model/colour ordered.
  2. If the Outer Box is damaged but the Product inside is intact & is working as per its specification.
  3. Product has already been installed or is in use and works as per its specification.
  4. Product has been tampered with or has a missing serial number.
  5. Product has been relocated from the address where the product was delivered.
  6. If the Issue has not been raised within 48 hours from the date of delivery.(Note: After the applicable return window has expired, we will no longer accept return requests. If there are any issues with the product, it will be serviced in accordance with the applicable warranty terms provided by Symphony.

Note: Please see that apart from the above mentioned in no other circumstances, return and refund requests will be entertained and hence no refunds shall be applicable in any such other cases.

5. Where can I track the status of the return request?

  • Once you have placed the return request, a ticket will be assigned to your request. It takes 24-48 hours to check and respond to the assigned ticket. You will receive an update on your registered email address.

6. Can I exchange/Replace the product I’ve ordered?

  • No, We don't have an exchange or replacement policy. We apologize for the inconvenience.

7. What is the mode of payment for refunds?

  • In Case of Refund, the Amount is credited to the original mode of payment (UPI, Online Cards, Net Banking).
  • In case of EMI Payment & order cancellation, the no-cost EMI offer will be automatically cancelled, and any amount paid by the customer will be refunded in accordance with Symphony Limited's standard refund policy

8. I mistakenly ordered a wrong size/Model, Can I replace with a different size by paying additional Amount?

  • No, there are no modifications allowed once the order is placed. If you want to change the size or any other details, we recommend canceling the existing order and placing a new one with the correct specifications. You can log into your account, go to "My Orders," and select the option to cancel the order. Once canceled, you can proceed to place a new order with the desired size or specifications. If you face any challenges, please reach out to our customer support for assistance.

9. Can I have a the item picked up from the different address than the original address of delivery?

  • No, the pickup can only occur from the same location where the order was originally delivered. We are unable to arrange pickups from a different address.

10. Can I get instant refund after returning the Product?

  • No, you will not receive an instant refund upon returning the goods during the pickup. After the pickup is completed, the product will undergo a quality check. Once the quality check is completed, the refund will be processed in the original mode of payment. The timeline for the refund may vary, and you will be notified about the status of the refund via email.

11. I still haven’t gotten the refund, What do i do?

  • Usually, the refund is initiated once the product reaches our warehouse and undergoes the quality check. The refund process typically takes 10 to 15 business days from the pickup date. If you haven't received the refund by then, we recommend reaching out to our customer care team for further assistance. They will be happy to help you track the status of your refund and address any concerns you may have.

12. How long does refund usually take?

  • Usually, the refund is initiated once the product reaches our warehouse and undergoes the quality check. The refund process typically takes 10 to 15 business days from the pickup date. If you haven't received the refund by then, we recommend reaching out to our customer care team for further assistance. They will be happy to help you track the status of your refund and address any concerns you may have.

13. Can I get the refund to a different account?

  • In case of prepaid orders, The refund is processed to the original source of payment only.

14. My amount got debited but the order is not created, Will i get the refund automatically?

  • In such cases, we are usually awaiting the response of your payment from the payment gateway. In case it is successful, the order will be confirmed. However, if it fails, your amount will be refunded automatically by the Issuer bank (Source bank).

1. Do's

Do's:

  • Proper Ventilation: Ensure good cross-ventilation in the room by keeping windows and doors open to facilitate better air circulation.
  • Water Level Maintenance: Regularly check and maintain the water level in the cooler's tank for optimal cooling performance.
  • Regular Cleaning: Clean the cooling pads, water tank, and other components regularly to prevent the buildup of dirt and bacteria.
  • Use Cold/Ice Water: For better cooling efficiency, use cold or ice water in the cooler's tank.
  • Pre-Cooling: Turn on the pump for at least 5-10 minutes before using the cooler to allow the cooling pads to get wet.
  • Thorough Air Circulation: Before using the air cooler, ensure that the room has proper air circulation, and windows are kept open for maximum ventilation.
  • Low-Speed Setting: Operate the air cooler on a low-speed setting for better cooling and energy efficiency.

Following these do's and don'ts will help ensure the optimal performance and longevity of your air cooler.

2. Dont's

Don'ts

  • Avoid Overfilling: Do not overfill the water tank, as it can lead to water spillage and may affect the performance of the cooler.
  • Keep Windows Closed: Avoid using the cooler in a closed room without proper ventilation, as it may reduce its effectiveness.
  • Neglect Cleaning: Do not neglect the regular cleaning of the cooling pads and water tank, as it can lead to bacterial growth and unpleasant odors.
  • Use of Hot Water: Avoid using hot water in the cooler, as it is designed for cold water to enhance cooling.
  • High-Speed Continuous Operation: Prolonged operation at high fan speeds may not necessarily improve cooling and can lead to increased energy consumption.
  • Ignoring Maintenance: Neglecting regular maintenance can reduce the lifespan and efficiency of the air cooler.
  • Dependence in Humid Conditions: In highly humid conditions, the effectiveness of air coolers may be reduced, and alternative cooling methods may be more suitable.

Following these do's and don'ts will help ensure the optimal performance and longevity of your air cooler.

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