Returns and Refunds Policy

  • The customer has 14 days to return the goods to us.
  • You can notify us of this by e-mail. If an order is cancelled, the item(s) will have to be returned by the customer, at the customers cost, to the following address: Symphony Textiles UK Ltd, Eden Point, Three Acres Ln, Cheadle, SK8 6RL.
  • Postage and packing costs are not refundable.
  • We are unable to refund items amount before we have received the returned item.
  • NOTE: Items must be returned to us in a sale-able condition. Items not returned in a sale-able condition can be rejected.
  • We do not reimburse return postage costs.
  • When returning faulty or incorrect items, we will send you the return label to return the item.
  • We aim to process refunds within 3-5 working days. Please note that refunds can potentially take an additional 1-2 working days to appear in your account.
  • We recommend that all returned goods are returned using a tracked delivery service, so that there is proof of delivery back to us.
  • The customer is responsible for any returned goods until they are delivered to us. All goods must be returned in a saleable condition.
  • We do not reimburse return postage costs.
  • Faulty items will need to be assessed before we can process a refund.

Faulty / Defective Goods

  • Products will be professionally inspected by one of our in-house specialists and where necessary passed onto the manufacturer before a judgement is made.
  • If the damage to the product is deemed accidental or natural wear and tear, then the item will be returned to the customer. If the inspection reveals any fault of the manufacturer then you will receive a full refund.
  • If a product is deemed faulty, we will also reimburse you with postage costs, up to £5.99, should a receipt be included. This amount will be reviewed where a faulty stick has to be returned and is actually deemed faulty, as we are aware that sticks can incur higher postage charges.
  • Some items may take longer to inspect as communication with the manufacturer may be required.
  • We evaluate each returned faulty product professionally and as quickly as possible with an aim to keep every customer satisfied with the highest level of customer service possible. Please note, for hygienic reasons all faulty items must be clean, dry and free from dirt and mud as we reserve the right to refuse to inspect any item if they are deemed to be too dirty or wet.

Failed Delivery

  • Different couriers have different policies on how many delivery attempts they will make and how long they will hold a parcel.
  • Some deliveries may require a signature. It is advisable that recipients keep an eye on their emails/texts for delivery information from ourselves (dispatch notification) and the couriers (delivery times) to avoid failed deliveries
  • While placing your order, please check carefully when entering your address and contact details as incorrect details can delay delivery.
  • If the courier ultimately cannot deliver the parcel after exhausting all their delivery attempt policy options, the parcel will be returned to us.
  • Once a parcel has been returned to us, we are happy to resend it, however further postage charges will be incurred by the customer to send it out again.
  • Even if your order initially qualified for free delivery, this will only apply for sending the parcel out once, therefore postage will be charged for resending the parcel.
  • We will send a payment request for the postage and as soon as it has been paid, the parcel will be reshipped.