Returns & Damage Claims Policy

Effective date: 9 September 2026 Please inspect your parcel when it arrives. For your protection and ours, record one clear, continuous unboxing video from the unopened outer package through opening the parcel and showing the item. Eligibility Returns, replacements or refunds are considered only when an item is delivered damaged, defective, materially different from the order, or incorrect. We do not accept returns for change of mind, colour preference, minor variations inherent in handcrafted or 3D-printed products, misuse, improper storage, accidental damage, or normal wear and tear. Damage-claim evidence A complete, clear unboxing video is required for any damage, missing-item or incorrect-item claim. The video must show: • the sealed parcel and shipping label; • all sides of the outer packaging before opening; • the opening process without cuts, pauses or edits; and • the product, packaging and any visible issue immediately after unboxing. Please submit your claim with your order number, a short description and the unboxing video within 10 days of the recorded delivery date. Claims without the required video may be difficult to verify and may be declined, except where applicable law requires otherwise. Review and return authorisation We review complete claims before authorising a pickup or return. Do not send an item back until you receive written return authorisation from us. Unauthorised returns may be refused and sent back to the sender. If a claim is approved, we may provide a replacement, repair, refund, or another appropriate resolution. Where a return is required, any refund is processed after the approved item is received and inspected. Approved refunds are normally issued to the original payment method. Return condition Where we ask you to return an item, it must be unused, unwashed, unmodified and returned with its original packaging, inserts, accessories and tags, where supplied. We may reduce or decline a resolution when an item has been used, altered, damaged after delivery, or returned incomplete. Items that are not eligible for ordinary returns Customised, personalised and made-to-order products are not eligible for return because of a change of mind. This does not limit a valid claim for an item that arrived damaged, defective or incorrect, or any right that cannot be excluded under applicable law. Verification and misuse To prevent fraudulent or irregular claims, we may request additional photos, video, packaging details or an inspection. We may decline claims with incomplete, inconsistent, altered or unrelated evidence; evidence of use or post-delivery damage; or a product that does not match the order. We reserve the right to refuse service or take appropriate action in cases of suspected fraud or abuse, to the extent permitted by law. Your responsibilities Please provide an accurate delivery address, inspect the parcel promptly and keep the item and all packaging available until your claim is resolved. Refusing delivery, discarding packaging or failing to provide the requested evidence may affect our ability to verify and resolve a claim. Your legal rights Nothing in this policy limits rights or remedies that cannot be excluded under applicable law. Contact us For a claim or return authorisation, contact contact@symphonyart.in with your order number and supporting evidence.