Refund policy
We value our customers and are committed to ensuring your satisfaction with our products. However, due to the nature of our custom-made products, we are unable to accept returns or exchanges once an order has been placed.
Order Changes and Cancellations
Mistakes and change of mind are natural. You can change or cancel your order within 2 hours of placing it. The period is short because we immediately send the order details to production. Please contact our customer service team with your order number as soon as possible to assist you with the process at support@thesymphonie.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately at support@thesymphonie.com if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right by you.
Exceptions / non-returnable items
Since all our products are individually made upon order, we cannot accept returns for any reason other than defects, damages, or wrong items received. According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, or for items sealed for health protection or hygiene reasons. Therefore, Symphonie reserves the right to refuse such returns at its sole discretion. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
As mentioned, we cannot accept exchanges. If you have any issues with your order, please contact us, and we will work to resolve them.
European Union 14 day cooling off period
While we adhere to the EU consumer rights directive, the 14-day cooling-off period does not apply to custom-made products. If you have any concerns or issues with your order, please reach out to us at support@thesymphonie.com.
Refunds
In the case of defective, damaged, or incorrect items, we will notify you once we’ve received and inspected your claim. If approved, you will be refunded on your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your refund and you have not received it, please contact us at support@thesymphonie.com. We appreciate your understanding and are here to help with any questions or concerns. Please don't hesitate to contact us at support@thesymphonie.com.