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 request our customers to carefully review their orders before completing the purchase.

UNDER THE CANCELLATION POLICY:

Once an order is successfully placed on our website, it cannot be cancelled. Customers are advised to carefully review their order details, including product selection, quantity, delivery address and contact information, before completing the purchase.

Symphony reserves the right to cancel an order under the following circumstances:

• The delivery address provided by the customer is incorrect, incomplete or unserviceable.
• The customer is unable to receive the order despite three delivery attempts.
• The delivery PIN code becomes unserviceable after the order has been placed or dispatched.
• The ordered product becomes unavailable or cannot be fulfilled due to unforeseen operational circumstances.
• Any suspected fraudulent activity, violation of the company's terms and conditions is identified.

ii. ORDER RETURN POLICY:

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

a. If you have received the product in a damaged condition.
b. If the product is significantly different from what has been ordered.
c. If the order has Incorrect quantity delivered.
d. If the product is marked by Symphony service team as non-repairable

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

Symphony will not consider the product for return or refund request in the following cases:

a. Buyer’s remorse including not limited to change of mind or incorrect product/model/colour ordered.
b. If the Outer Box is damaged but the Product inside is intact & is working as per its specification.
c. Product has already been installed or is in use and works as per its specification.
d. Product has been tampered with or has a missing serial number.
e. Product has been relocated from the address where the product was delivered
f. The applicable return window of 48 hours from the date of delivery has been exhausted (Note: After the exhaustion of the applicable refund window no return request will be entertained and for any issue in the product it will be serviced as per applicable warranty terms of the Symphony.
g. Performance issue if the product is not as per expectation.

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


HOW TO LODGE RETURN REQUEST?

Customers must report any issue concerning a delivered order within 48 hours of the delivery date and time. Complaints raised after the stipulated 48-hour period may not be eligible for return. 

To report an issue with a delivered order, follow the steps below:

• Click on the WhatsApp support link to start a chat or send "Hi" directly to 9274694204 to initiate the chat.
• Select "Delivered Order Help" from the Main Menu.
• Enter your Order ID when prompted.
• Choose the appropriate issue from the available options, such as Damaged Product, Partial Order Delivered, Wrong Product Delivered or Product Not Working.
• Upload clear photographs of the affected product along with an unboxing video showing the issue.
• Ensure that the damaged or defective portion is clearly visible in the submitted photographs and video for verification.
• Submit your complaint through WhatsApp and follow the further instructions provided by our customer support team.
  
  RETURNS PICK-UP & PROCESSING

• Once the return request has been created and approved by symphony team, the pick-up for the return items will be scheduled.
• Customers need to ensure that the same items which were ordered are being returned else it might lead to cancellation of the return request.
• If the customer is not able to hand over the return 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 return request in future.

iii. REFUND APPLICABILITY

• In case the Order gets cancelled as the customer is not able to receive shipment even after 3 deliveries attempts: Refund will be processed after the product is received at the place of origin of the shipment via the original mode of payment.
• In case of return, once the order is successfully picked up by our logistics partner: Refund will be processed within 24 hours in the original mode of payment. The amount will be credited to the customer via original mode of payment used within 5 to 7 working days depending upon the mode of the payment and bank.