Refund policy
We value our customers and are committed to ensuring your satisfaction with our products. However, due to the nature of our custom-made products, we are unable to accept returns or exchanges once an order has been placed.
Order Changes and Cancellations
Mistakes and change of mind are natural. You can change or cancel your order within 2 hours of placing it. The period is short because we immediately send the order details to production. Please contact our customer service team with your order number as soon as possible to assist you with the process at support@thesymphonie.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately at support@thesymphonie.com if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right by you.
Exceptions / non-returnable items
All Symphonie products are made to order – based on your chosen design and specific phone model. This means that each product is individually made just for you.
According to Article 16(c) of Directive 2011/83/EU of the European Parliament and of the Council, the 14-day right of withdrawal (return) does not apply to custom-made or personalized goods.
For this reason, we do not accept returns or exchanges if:
- you have changed your mind;
- you have chosen the wrong design;
- you have chosen the wrong phone model;
- you simply "did not like" the product.
👉 Important: after you place your order, we do not send it to production for 2 hours so that you can calmly check the information and notice any possible errors. After this time, production begins and the order becomes non-returnable.
We only accept returns or exchanges if we have made a mistake, i.e.:
- you received a defective or damaged case,
- you received a case for the wrong phone model or design.
In such cases, please contact us and we will resolve the situation.
Exchanges
As mentioned, we cannot accept exchanges. If you have any issues with your order, please contact us, and we will work to resolve them.
European Union 14 day cooling off period
While we adhere to the EU consumer rights directive, the 14-day cooling-off period does not apply to custom-made products. If you have any concerns or issues with your order, please reach out to us at support@thesymphonie.com.
Refunds
In the case of defective, damaged, or incorrect items, we will notify you once we’ve received and inspected your claim. If approved, you will be refunded on your original payment method within 5 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your refund and you have not received it, please contact us at support@thesymphonie.com. We appreciate your understanding and are here to help with any questions or concerns. Please don't hesitate to contact us at support@thesymphonie.com.