CANCELLATION, RETURN & REFUND POLICYSymphony Limited (hereinafter called as “We”/ “Symphony”/ “Our”/ “us”) aims to provide the best customer experience to our Users/customer (hereinafter called as “you”/“Users”/“Customer”) beginning from placing an order on Symphony’s website till initiating a replacement. While transacting on the Symphony’s Website, you can expect a hassle-free experience in replacing the Product that you have ordered and can rely on us as your preferred shopping destination.
(i) ORDER CANCELLATION:
We believe in helping our customers as far as possible and have therefore a liberal cancellation policy.
UNDER THE CANCELLATION POLICY, YOU CAN CANCEL THE PRODUCT UNDER THE FOLLOWING CONDITIONS:
- 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.
You cannot cancel the order if the order has been “Invoiced”, you can check the order status in “My Order” Section.
(ii) ORDER RETURN POLICY:
UNDER THE RETURN POLICY, YOU CAN RETURN THE PRODUCT UNDER THE FOLLOWING CONDITIONS:
If you have received the product in a Physically damaged condition.
If the product is significantly different from what has been ordered.
If the order has an Incorrect quantity delivered.
If the product is marked by the Symphony service team as non-repairable
Symphony will not consider the product for return or refund request in the following cases:
UNDER THE RETURN POLICY, YOU CAN NOT RETURN THE PRODUCT UNDER THE FOLLOWING CONDITIONS:
Buyer’s remorse including not limited to change of mind or incorrect product/model/colour ordered.
If the Outer Box is damaged but the Product inside is intact & is working as per its specification.
Product has already been installed or is in use and works as per its specification.
Product has been tampered with or has a missing serial number.
Product has been relocated from the address where the product was delivered.
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.
The Customer needs to raise the return request under the above-said circumstances with the proof/images attached to My order Section (under the Return Section) after logging in to their account within 48 hours from the date & time of delivery.
(iii) HOW TO LODGE RETURN REQUEST?
You can raise a request for 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.
(iv) RETURNS PICK-UP & PROCESSING
Once the return request has been created and approved by the symphony team, the pick-up for the return items will be scheduled.
Customers need to ensure that the same items with the same serial number as mentioned on the Customer Invoice copy is being returned else it might lead to the cancellation of the return request or a Refund will not be provided.
If the customer is not able to hand over the returned items even after two return pick-up attempts, then it might lead to cancellation of the return request & customer will not be able to raise a return request in the future.
(v) REFUND APPLICABILITY
In case the Order gets Cancelled before the order is Invoiced, Refund 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.
In case of Approved Return (Refer Section (ii) of Order Return Policy), once the order is successfully picked up by our logistics partner post QC completed: The Refund 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 the payment and bank.