RETURNS AND EXCHANGES

How to return an item in the UAE

Simply send an email to returns@bysymphony.com within 7 days of receiving your order. A Symphony Customer Care representative will provide you with a Return Authorisation Number (RAN). Use this to complete your Return Pro Forma, which will be sent with the goods, and we will arrange a Free Collection.

International Returns

Send an email to returns@bysymphony.com within 7 days of receiving your order. A Symphony Customer Care representative will book DHL to arrange a free collection from you. Following this procedure, we will send you an email containing the full instructions and Return Authorisation Number (RAN) and DHL booking reference. Please complete the Return Pro Forma Invoice with the return product information and the RAN number, with your signature included.
Sale items are non-refundable/non-exchangeable.
We will email as soon as your item(s) have been received and your return is in process.
All credit card refunds will be credited back to the original card used for the transaction. Please note that shipping charges and any taxes and customs duties incurred will not be refunded.
All bank transfers will be refunded back to the payment bank account details provided when the order was placed.
Cash on Delivery refunds in the UAE will be provided within 7 days once items have been processed via cheque or bank transfer or in Cash.
For international order refunds, PayPal fees will be excluded from the refunded amount.
Returned items must be received within 7 days of the RAN receipt date, any returns received after the 7 days will not be processed and the goods will be returned to the customer.
In the unlikely event that goods are damaged in transit we will reimburse the customer for any Shipping and Duty costs that have been incurred.

Exchanges

All items may be exchanged by requesting an EAN (Exchange Authorisation Code) from Customer Care within 7 days of receiving your order.

How to exchange an item in the UAE

Simply send us an email requesting an Exchange. Complete your Exchange Pro Forma which will be sent with the goods with the Exchange Authorisation Number (EAN) and we will arrange a free collection as well as delivery of your new item.
Please note that we will only exchange goods to the same value or higher, we cannot exchange products for a lower value.

International Exchanges

Send an email to returns@bysymphony.com requesting an exchange. Please provide all new product information as part of the email.
Same Returns procedures will be applied. We will then process your new order and provide you with all relevant documentation in the new shipment.
A Symphony Customer Care representative will email as soon as your item(s) have been received, your return is in process and your exchange is being shipped.
Please note that all product exchanges are subject to shipping and customs duties.