CANCELLATION, RETURN & REFUND POLICY
Symphony 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 have a One-hour window from the time of placing your order to cancel the Order, whether partially or in full. Once this one-hour window has passed, orders cannot be canceled. 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 Account' Section.
(ii) ORDER RETURN POLICY:
UNDER THE RETURN POLICY, YOU CAN RETURN THE PRODUCT UNDER THE FOLLOWING CONDITIONS:
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If you have received the product in a Physically damaged condition.
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If the product is significantly different from what has been ordered.
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If the order has an Incorrect quantity delivered.
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If the product is marked by the Symphony service team as non-repairable
- Kindly note that we have customized the return policy for our newly launched product, Buddy. The product can be returned within 72 hours once delivered to you. Returns will be accepted only if the return request is raised within this timeframe.
- Additionally, the conditions mentioned under section (ii) ORDER RETURN POLICY do not apply to the Buddy unit. 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 only in accordance with the applicable warranty at our registered service center.
UNDER THE RETURN POLICY, YOU CAN NOT RETURN THE PRODUCT UNDER THE FOLLOWING CONDITIONS:
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Buyer’s remorse including not limited to change of mind or incorrect product/model/colour/size ordered.
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If the Outer Box is damaged but the Product inside is intact & is working as per its specification.
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Product has already been installed or is in use and works as per its specification.
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Product has been tampered with or has a missing serial number.
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Product has been relocated from the address where the product was delivered.
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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.
(iii) HOW TO LODGE RETURN REQUEST?
The customer is required to initiate the return request under the mentioned circumstances, providing proof/images as evidence. The return request must be raised within 48 hours of the shipment delivery. Symphony reserves the right to reject requests received after the 48-hour window.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 working hours*.
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
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Once the return request has been created and approved by the symphony team, the pick-up for the return items will be scheduled.
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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.
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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
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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.
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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.
