FAQ's

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

• If you are interested in a specific product, add the product to cart and head to checkout page on our website. Here, You have to enter your PIN code to verify if the product can be delivered to your location.

• 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.

• 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.

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

• 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.

• 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. 

• 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.

• If We 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.

• Please note that, You are liable to bear the processing fee along with the applicable GST amount. In return to this we will provide you a Rs. 500 Voucher which will be exclusively redeemable on our website. 

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

• 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.

• Yes, during the Payments step in the checkout process, you can choose to receive a business invoice. You will need to enter your GSTIN (Goods and Services Tax Identification Number) and will receive a business e-invoice via email. Please note that it is not possible to add or amend a GSTIN on your invoice after your order has been processed, and Customer Service cannot edit invoices to include it.

• 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.

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.

• You can cancel your order within a One-hour window from the time it was placed. 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 once Cancellation Window has exhaused, the cancellation option will not be available.

• 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.

• You can cancel your Order (fully or partially) within a One-hour window from the time it was placed. Order cannot be cancelled once the Cancellation window has exhaused. 
• 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.

• If you are encountering difficulties while attempting to cancel your order, please be aware that the cancellation option is only available for one hour from the time the order was initially placed on our website. If you are still within this time frame and experiencing issues, we recommend contacting our customer care representatives for further assistance. They will be able to help you with the cancellation process. 

• 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.

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

• 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.

• 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.

• You can track your order by clicking here "Track Order". Also, Track Order option is available on the top right corner of our webiste.

• 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.

• 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.

• 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.

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

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

• 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.

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

• Our Service Engineer will visit your place for the Installation. Generally, The Installation will take place within 48-72 hours from the date of delivery.

• No need to worry! You don’t have to place an installation request. It is created automatically once the delivery is confirmed. Installation typically occurs within 48-72 hours of delivery, so there’s no need to make a separate request.

• Usually, Installation happens within 48-72 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.

• The installation ideally happens within 48-72 hours from the date of delivery and in case nobody has contacted you for the Installation within the said time, You can reach our service support team at 9510976161 to track your installation ticket.

• To ensure that your damage return claim is processed, we kindly request that you record a 360-degree unboxing video. Please note that we will only accept damage claims if the unboxing video and damage claim ticket are raised on support.symphonylimited.com within 48 hours of receiving the order.

  To Raise a Damage Claim Ticket, follow the steps:

  Click on the Link >> Select Ticket Type- "Order Return">> Select Category- "Damaged Product Delivered">> Enter Order Details and Attach Damage Proof >> Submit Ticket

  Once the ticket is submitted, an SMS with the ticket ID will be sent out on your registered number. Our support team is resolving tickets within 24-48 Wroking hours*.

• 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. 

• No, There is no charges on return.

• 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.

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.

• 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 SMS and at your registered email address.

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

• 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

• 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.

• 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.

• 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.

• 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.

• 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.

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

• 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).

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.

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.

      Installing a Symphony air cooler is quick and simple.

• Start by taking the cooling unit out of the carton and removing any protective layers.
• Depending on the model, place the cooler in front of a window or on the trolley.
• Carefully insert the water pipe into the float valve. Keep the model disconnected and switched off while you fill the tank with water.
• Finally, plug the unit into an electric socket nearby and switch it on.
• Place the control knob in a ‘cool’ position, but keep the airflow knob off. Wait for a few minutes till the pads get soaked with water.
• Adjust horizontal louvres and controls as per requirement
• Keep all windows and doors open for optimal cooling performance.
• The process should take less than ten minutes if done correctly. Please refer to the Symphony Owner’s Manual for more details on parts and safety.

• When purchasing a water heater, consider family size, intended use, building height, water pressure needs, and the amount of hot water required. Refer to the brochure for guidelines and sizing charts to help you select the right capacity. 

• Symphony water heaters are engineered to manage water with different levels of hardness. Featuring PUROPOD technology, our water heater includes a 9-layer multi-stage cartridge with various water conditioners that efficiently filter out harmful chemicals and sediments, while also treating hard water.

• Symphony Storage Water Heaters ensure your safety with a 3-level protection system, featuring a thermal cut-out, multi-functional pressure safety valve, and inbuilt ELCB to prevent overheating, pressure buildup, and leakage current. Constructed with high-quality PUF materials and equipped with anti-scale measures, these heaters maintain efficiency and safety over time, providing a reliable and consistent hot water supply that stays warm for extended periods.

• Our SPA range includes features such as protection against hair fall, an auto cut-off system for energy saving, a timer to manage operating hours, a child lock for protection against overheating and tampering with settings, a mood light that changes with the water heating process, voice assistance, and a SMARTBATH controller. For more details, refer to our product manual.

• Do not switch on the water heater before filling it with water.
• Leave the hot water tap open and fill the heater by opening the control valve at the inlet.
• When the water heater is full, water will start flowing through the hot water tap. Close the hot water tap.
• The water heater will now always have water inside. Water drawn will be replaced by water from the overhead tank.
• Always keep the inlet control valve open.
• Switch on the power supply to the water heater and follow the operating instructions for the “Symphony SMARTBATH.”

• Always keep the inlet valve open.
• To reduce scaling on the sensing pockets and tank, especially in hard water areas, periodically drain the water from the heater unit. Ensure this is done by an authorized technician or plumber.
• Have your water heater serviced annually by a Symphony-authorized service representative.
• Use genuine spare parts when replacements are necessary.
• Turn off the power supply and drain the water when the unit is not in use for extended periods to prevent scaling in the tank.
• If the power icon does not light up, do not attempt to start the unit by resetting the thermal cutout.
• Use high-quality AA batteries for the Symphony SMARTBATH to ensure better performance and longer life.

• Safety devices such as the safety valve, temperature sensor, and thermal cut-out are factory-set and sensitive. Do not tamper with them, as this could be hazardous.
• Do not switch on the heater until it is completely filled with water.
• If you observe any operational abnormalities, immediately switch off the main power supply to the unit and contact the nearest customer care center.
• Never install a pressure reducer valve at the inlet.
• Do not tear the strainer mesh of the Symphony PUROPOD during cleaning. If it gets damaged, replace the cartridge.
• Do not hold the product’s power button for more than 5 seconds, as this will unpair the Symphony SMARTBATH and display an E4 error.

• Wave your hand to wake up the "Symphony SMARTBATH." Smart bath controller will automatically turn to sleep mode once it is unattended.
• Touch the Power key to "ON "& "OFF" the water heater
• Touch “+” on temperature control key to adjust the Temperature in ascending order. (Increment will be 5°C)
• Touch “-” on temperature control key to adjust the Temperature in descending order. (Decrement will be 5°C)
• Touch “+” on timer key to adjust the ON timer in ascending order up to 24 hours. Increment will be of 01 hour.
• Touch “-” on timer key to adjust the ON timer in descending order up to 24 hours.
• Touch & hold the "Child key" for 5 sec. to enable the "Child Lock. The temperature will be in lowest settings of 40 °C
• If there is no electricity Symphony SMARTBATH shows Error E4 but allows user to operate Torch light function. Touch the Torch Key to turn ON the torchlight.
• If battery is full then icon will be steady. If Battery is low, then icon will start blinking. It is early indication only, controller can be operational till it displays E3 error.
• Cartridge service reminder, Will start blinking after “Symphony PUROPOD” life is over with “Replace filter tune, After replacing the cartridge, touch & hold the “Cartridge service reminder” key for 5 sec. on Symphony SMARTBATH to reset the reminder.

The different errors serve as warnings against improper usage and warning against possible damage, and immediate rectification of these errors is recommended.

• E1 error is created due to possible Leakage current detection in the system. This can be rectified by restarting the unit If the product restarts and the “Call Technician” tune stops playing, it is not the product’s fault. If the E1 error persists after switching OFF and ON the main supply, please contact an authorized service provider.
• E2 error can be caused due to overheating, temperature sensor short circuit or open circuit. If an E2 error occurs, check that the water supply is ON and that the water heater is not running dry. If it is running dry, fill the water tank and restart the water heater after 30 minutes. If the E2 error still persists, contact an authorized service provider.
• E3 error is a sign of Battery Drain Indication, Replace the old batteries with fresh ones and restart the device. If E3 error still persists, contact the authorized service provider
• E4 error is a communication error between the Water heater and the Smart bath controller generally created when Symphony SMARTBATH is taken out of the product’s range, an E4 error will be displayed. Ensure you are within the working range of the product, or the controller gets unpaired. If E4 error still persists, contact the authorized service provider

• To ensure you receive the highest standard of service and maintain your warranty, always contact an Authorized Symphony Service center.
• Keep the inlet control valve open at all times.
• Never switch on the water heater without water in it, as this can damage the tank or heater.
• Inspect the condition of the metal flexible pipe at least once a year. If damaged, replace it with new pipes.
• Check the power supply cord for any damage. If damaged, replace it with an authentic supply cord.
• It is recommended to descale the water heater annually. If the water heater will not be used for an extended period: a. Unplug the power supply. b. Stop the inlet water supply. c. Unscrew the drain lever and lift it to remove water through the drain system provided in the MFV.
• When reusing the water heater: a. Ensure the drain lever is reset and screwed in. b. Open the inlet valve and fill the water heater until clean water flows from the outlet tap. c. Plug in the power supply to heat the water.
• Periodically check the MFV to ensure it is operating correctly. Operate the MFV regularly to remove salt deposits and verify it is not blocked.
• Check the safety valve every two months by opening and closing the test lever to ensure proper functioning.
• We recommend checking the anode rod annually. Once it is more than 60% used, replace it with a new one.

• It is recommended to have your water heater serviced annually by a Symphony-authorized service representative to ensure optimal performance and longevity.

• Our water heater includes a 2-year comprehensive product warranty, a 3-year warranty on the heating element, and a 7-year warranty on the water storage tank. For detailed warranty terms and coverage, please refer to the product manual. 

• While the product is easy to install, we recommend waiting for our technician to handle the installation. We provide free installation for the geyser. Please note that any damage or breakage during installation by an external party will not be subject to our return policy, and replacement parts will be charged accordingly.

• PUROPOD is a 9-Layer water filtration cartridge that treats hard water, reducing hair fall and improving skin health.

• A single cartridge can be used for filtering up to 26,000 liters of water. This typically lasts for 6 to 7 months, depending on usage.