Legal Name: TIMBRESONIC LIFESTYLE PVT.LTD

1. Cancellation Policy

Customer delight is vital for us at TimbreSonic and hence we provide a fair cancellation policy for reasonable reasons. So, a customer can attempt to cancel an order within 48 hours, by emailing us at support@timbresonic.com, or calling on 1800 212 6775 (10:00 a.m to 5:00 pm, Monday to Saturday), along with the order number, mobile number, email address and other KYC requirements, and a satisfactory reason to cancel the order.
If the customer support team is satisfied with the cancellation request after performing its due procedures, a refund will be processed for prepaid orders. On cancellation of cash on delivery orders no further act is required on our behalf.

2. Returns and Replacement Policy

Eligibility for returns and time period
Timbresonic offers a period of 48 hours for returns and replacement. A customer has 48 hours after receiving the product to request for a replacement by calling at 1800 212 6775 (10:00 am to 5:00 pm, Monday to Saturday), or write an email to support@timbresonic.com if the product is:

• Non-functional due to a manufacturing defect
• Dead on arrival
• Received in a damaged condition
• Different from the product ordered

To be eligible for a return and replacement, the product must be in the same condition as first received by a customer, in unused condition, with price tags/barcode retained, and in its original packaging. Proof of purchase and payment must be furnished.
Accessories of any product sold, if not functioning, or received dead on arrival, or received in a damaged condition are treated separately from the product. Should the product be performing as intended, but not its accessories, then only the accessories are subject to the return and replacement process and TimbreSonic customer support team will deal with such instances accordingly. Further, the performing product cannot be returned or replaced.

Products are also ineligible for a return or replacement in some cases, including but not limited, like the ordering of incorrect product, model or colour by the customer.
Timbresonic’s product buying experience provides customers with a mechanism to check and confirm their order before effecting payment and hence cannot be responsible for such instances. However, exceptional circumstances may be considered by the customer support team at Timbresonic.

 

Process to be Followed for Returns and Replacement Policy

A customer can contact support@timbresonic.com to initiate the return and replacement of a product, or accessories, within the stipulated period of time, and if meeting the conditions of return and replacement. The customer should provide proof of purchase and payment along with videos and photos of the non-performing product. In the case of non-performing accessories, similar information and details must be provided.

The customer support team at Timbresonic may seek further specific information and details, including videos and photos demonstrating non-performance of the product, or accessories, to validate the reasons for return.

Timbresonic also retains its right to schedule a technician’s visit to the delivery location of the product at its discretion. The customer support team of Timbresonic will liaise for this visit and a resolution will be provided based on the evaluation report of the technician.

Items attempted to be returned by a customer, without confirmation of the return by Timbresonic customer support team, will not be accepted under any circumstance. Further, no return will be accepted if the product is determined to have been damaged in the possession of the customer during the returns review process. If the request for return is accepted, read together with the replacement policy and product warranty policy, a shipping label for facilitating the return, as well as instructions on how and where to send the package will be communicated to the customer.

All products being returned after confirmation by TimbreSonic should be kept in its original condition, with outer box or case, accessories, and user manual, and any other accompaniments in the original packaging for a successful return pick-up.

TimbreSonic will not cover any claim or compensation for inconvenience, loss of time, loss of profits, loss of business opportunity, loss of data, loss of goodwill, work stoppage, or any personal and/or commercial loss, compensation for mental agony, anxiety, etc. for whatsoever reasons. Further, under no circumstance will the liability of TimbreSonic exceed one time the order value of products that are the subject matter of return.
All queries regarding returns should be submitted to support@timbresonic.com.

 

Replacement Policy

Replacement can be made if the customer establishes that the product delivered is defective or has physical damage in accordance with the related policy guidelines. The request will be reviewed by the customer support team and determined as per the Returns policy and appropriate decision and action finalised and communicated to the customer.

A product will not be replaced if the customer is not happy with the look/sound quality of a defect-free product, physical damage not notified within 24 hours of receiving the product, an electrical surge, or any damage caused by the user.
The customer will be responsible for sending the defective/damaged product to the service centre and the charges will be borne by the customer itself. However, when the product is dispatched to the customer after service, all related charges will be borne by the company.

3. Refund Policy

Refund of a product is allowed only under the following circumstances:

• If a substitute replacement product cannot be arranged for confirmed returns in accordance with the Returns and Replacement policy of Timbresonic, then a refund will be processed within 5 working days of such confirmation; and
• If the product delivery is inordinately delayed (product remains undelivered in excess of 14 days from dispatch), then the customer can cancel the order and the full amount will be processed for refund within 5 working days.  However if the logistics provider/courier company attempted to deliver the product and the customer was unavailable or unable to collect the product, then this will become inapplicable

Under no circumstances, a refund will not be initiated if the customer is not happy with the look/sound quality of a defect free product, a physical damage not notified within 24 hours of receiving the product, an electrical surge or any damage caused by the user.

For all prepaid orders, the value of returned products shall be credited to the account/ credit card used for purchase after deducting incidental charges.  TimbreSonic cannot be held responsible for delay in credit of refund in the customer account due to processes at the bank, or on account of calamities, emergencies or epidemics of any nature, or holidays.