Returns and Refunds Policy
1. Who is Instrumentwala?Classical tunes (OPC) Private Limited a company incorporated under the laws of India, having its registered office at D-464, murlidhar vyas colony, near mausam vibhaag, Bikaner, Rajasthan – 334001 , India (“INSTRUMENTWALA”) is a retail company which offers various retail solutions, including, through its website www.instrumentwala.com and its mobile and tablet applications (“Platforms”) various online Musical Instruments and electronics solutions, the sale and purchase of electronics, and Musical Instruments merchandise (“Products”) by users -of the Platforms (“Users”).
3.2. A User is permitted to fully or partially cancel orders prior to its dispatch from INSTRUMENTWALA. Upon successfully placing an order on the Platforms and after INSTRUMENTWALA has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting INSTRUMENTWALA to process a cancellation by sending an email to email@example.com. In all events of cancellation, prior to the dispatch of the purchased Products, INSTRUMENTWALA shall initiate refunds within 2 (two) business days from the date on which it received the request from the User. The refund will reflect in the User’s bank account and/or the User’s store credit within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which INSTRUMENTWALA initiates the refund. All refunds, except for refund to store credit, shall be subject to applicable charges as may be deducted by the User’s bank. 3.3. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for INSTRUMENTWALA to process refunds. For illustrative purposes, if the User has purchased a Dayan and Bayan as 1 (one) Product in a promotional package, the User will be required to return both the Bayan and Dayan and will not be permitted to return either only the Bayan and Dayan from the Bundled Package. 3.4. Return of or refund for purchased Products shall not be entertained by INSTRUMENTWALA if:
- 4.1. The Product has been used for reasons apart from checking fit and comfort. If INSTRUMENTWALA is satisfied that the Product has been used for reasons apart from checking fit and comfort, INSTRUMENTWALA shall reserve the right to reject the return of the Product;
- 4.2. The Product has been washed;
- 4.3. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
- 4.4. The serial number/IMEI number/bar code of the Product, as applicable, does not match INSTRUMENTWALA’s records;
- 4.5. The accessories delivered with the Product (such as chargers, earphones, user manuals, etc) are not returned along with the Product, in an undamaged condition;
- 4.6. There are any dents, scratches, tears or any other damage to the Products or any part thereof;
- 4.7. In the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by INSTRUMENTWALA;
- 4.8. The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect; or
- 4.9. INSTRUMENTWALA is satisfied that the Product has been rendered defective or unusable.
3.5. INSTRUMENTWALA shall not accept return or refund requests raised for any of the following Products:
- 5.1. HANDMADE ITEMS;
- 5.2. Handmade accessories;
- 5.3. Wires;
- 5.4. Non-Electrical Items;
- 5.5. Skin made items;
- 5.6. Gift vouchers issued by INSTRUMENTWALA, if any; and
- 5.7. Such other Products as may be specified by INSTRUMENTWALA from time to time.
3.6. INSTRUMENTWALA shall initiate a process of refund of the money paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that the INSTRUMENTWALA shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks. 3.7. It is hereby clarified that in the case of electronics, notwithstanding anything to the contrary and subject to Clause 3.6 above, Products may be returned only in case of defects or deficiencies in the Product, and not for any other reason. 3.8. It is expressly clarified that the refund entitled to by a User shall not include money paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by INSTRUMENTWALA after due verification at its sole discretion). 3.9. INSTRUMENTWALA shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. INSTRUMENTWALA disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund. 3.10. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, INSTRUMENTWALA shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to. 3.11. INSTRUMENTWALA shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request. If the request for refund is undisputed by INSTRUMENTWALA, the refund should reflect in the User’s bank account and/or the User’s store credit within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which INSTRUMENTWALA initiates the refund. 3.12. Refunds shall be processed by INSTRUMENTWALA through its normal banking channels except in cases where a User had utilised existing store credit for purchase of Products or opted for the cash on delivery option. Where a User had utilised existing store credit or the cash on delivery option for payment towards the purchased Products, INSTRUMENTWALA shall process all refunds into the User’s store credit. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, INSTRUMENTWALA shall process all refunds through a Payment Option (as defined in the Fee, Payment and Promotions Policy) INSTRUMENTWALA deems fit, in its sole discretion, to process such refunds. Once the amount is refunded as store credit to a User’s INSTRUMENTWALA account, it cannot be further refunded to any other bank account or as cash, and would continue to remain in the User’s INSTRUMENTWALA account until exhausted for shopping on the Platforms. For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using available store credit, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Return and Refund Policy being met, then INSTRUMENTWALA may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s store credit account and the remaining INR 500 (Indian Rupees Five hundred) to the User’s credit card source account, or both the amounts only as store credit. 3.13. Return of purchased Products are facilitated through INSTRUMENTWALA’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by INSTRUMENTWALA, INSTRUMENTWALA’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to INSTRUMENTWALA. While INSTRUMENTWALA has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, INSTRUMENTWALA has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where INSTRUMENTWALA is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to INSTRUMENTWALA’s warehouse. Upon self-shipping the Product to INSTRUMENTWALA’s warehouse, the User shall be required to scan the courier/postal receipt to helpdesk@INSTRUMENTWALA.com for INSTRUMENTWALA’s records. Wherever the User is required to self-ship the purchased Product, INSTRUMENTWALA shall credit a sum of 150 store credits to the User’s INSTRUMENTWALA account. The aforesaid credit is subject to the returned products passing quality check at INSTRUMENTWALA’s returns desk/warehouse. The address of INSTRUMENTWALA’s returns desk is: Returns Manager – INSTRUMENTWALA Classical Tunes (OPC) Private Limited (Ecommerce) D-464, murlidhar vyas colony, Near mausam vibhaag, Bikaner, Rajasthan – 334001 INDIA 3.14. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 3.9 above and INSTRUMENTWALA does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to INSTRUMENTWALA to prove his/her claim of return of Products through self-shipment to INSTRUMENTWALA. It is specifically clarified that any refunds or exchange shall be processed by INSTRUMENTWALA only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.
Our dedicated associates are making all efforts to provide the products and services our customers need at this time. Please bear with us in case delivery of orders at your location take longer than usual. In case a pincode lies in a containment zone, delivery in these areas may not be available or may get delayed. Below are the approximate timelines:
DELHI-NCR – 1 – 4 days
METROS – 5 – 8 days
Non-metros – 0-7 days
4. Grievance Redressal
Any grievances relating to the Return and Refund Policy may be directed by you to the grievance officer of INSTRUMENTWALA who can be contacted at grievanceofficer@INSTRUMENTWALA.com.