Return/Exchange Policy

Though www.syrinx.store (the brand=we) strives to give you a great customer experience each time you shop with us. Considering the hygiene of the products we don’t accept exchange or return of the products once sold or delivered.

If the return or exchange request is due to a customer’s unawareness about the product benefits, product ineffectiveness and expiry dates then the request would be denied. All of the above are mentioned on each product page. 

To check which items cannot be exchanged, please mail us at [email protected]

When and how will the return or exchange request be accepted?

The customer needs to take video right from opening the parcel till showing the contents of the parcel and the damage of the products. Any request of return or exchange would be engaged with only if a video is sent either over mail, social media channels or Whatsapp. 

Exchange of products will be accepted only if the products are returned in a saleable condition and in their original packaging, along with any complimentary product that came with it, unused and undamaged condition and subject to the following terms: 

• Return / Exchange/replacement for goods/ merchandise are subject to inspection and checking by Syrinx Team. 
• Damages due to neglect, improper usage or application will not be covered under our Exchange/Returns Policy. 

Once your exchange request has been placed with customer care team, it usually takes about 3(three) business days to have the product picked from your place and another 3(three) business days to initiate exchange / refund subject to product inspection upon delivery. In case you are sending the product back on your own, the delivery time would depend on your chosen courier. Once the item is received in our warehouse, it undergoes a product inspection which takes about 3 business days.

What happens after your return or exchange request?

We will tell you over mail if your return/exchange request has been accepted. 

Due to product damage during transition if the customer has requested a refund: 

For prepaid orders, exchange will be made free of cost.

If the damage or issue is about the quality of the product: 

For prepaid orders, full refund will be made in customer’s account.

If the mistake is from customer’s end – in terms of choosing wrong product then no refund is possible. We can only exchange the product with the product required, at an added shipping cost of reverse and forward pickup + any balance amount to be borne by the customer or Syrinx, whichever deems to be fit. 

Steps to make the package ready for pickup

Please mention your Name, Invoice no/Order no. and Mobile Number, on the top of the box, and insert the original invoice.

Make sure you seal it properly.

Keep the product and the package ready for pick up by our courier partner.

Other TnC:

The final price of exchanged products should be equal to or more than the price of returned items.

Exchanged product is dispatched as soon as the returned item/s has passed product inspection.

In case you choose an item of higher value, you can pay the differential amount by way of Net Banking, Credit card / Debit card etc.

You can buy any number of items in exchange provided the final price of exchanged products should be equal to or more than the price of returned items. 

 

Cancellation Policy

Cancellation before shipment:

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on [email protected] with your order number 

In such cases, the order will be cancelled, and the money will be refunded to you in your account within 24-48 business hours after the cancellation request is duly processed by us.

Cancellation post shipment:

Due to the national lockdown, we are not accepting post-dispatch cancellations on orders.

If due to any reason, your order has been returned to us after being shipped, we will dispatch it with no extra shipping cost to you.

If however, you want to cancel the same order, we will issue a partial refund on your order amount (order value minus shipping charges). Further, any discounts given won't be refunded and points given would be withdrawn.

How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request. You shall receive the amount in 3-5 business days.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse. 

What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation. 

Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.