Replacement Policy
Last Updated: 1st July 2026
1. Overview
While we take extensive care in packaging every instrument, transit damage can occasionally occur. This policy outlines the terms under which a replacement will be issued.
2. Eligibility for Replacement
A replacement will be considered only if:
- The product has visible physical damage caused during transit/shipping
- A valid, uncut, continuous unboxing video is provided as proof, clearly showing the package from a sealed state through to the damage being revealed
- The unboxing video and claim are submitted within 2 days of successful delivery
3. Unboxing Video Requirements
To be considered valid, the unboxing video must:
- Begin before the package is opened, showing the sealed condition and shipping label/box intact
- Be recorded in a single, continuous, uncut take (no edits, pauses, or cuts)
- Clearly show the damage as the product is unpacked
- Be submitted in its original, unedited format
Videos that are edited, cut, incomplete, or submitted without showing the full unboxing process will not be accepted as valid proof.
4. Claim Submission Process
To raise a replacement request:
- Email us at [email protected] within 2 days of delivery
- Include your Order ID, contact details, and the unboxing video
- Attach clear photographs of the damage from multiple angles
5. Review & Resolution
- Our team will review the submitted evidence within [2 business days]
- If approved, a replacement will be arranged at no additional cost to the customer
- If the claim does not meet the eligibility criteria outlined above, the request will be declined
6. Exclusions
This policy does not cover:
- Damage caused after delivery due to mishandling, accident, or improper use
- Claims submitted after the 2-day window
- Claims without a valid, uncut unboxing video
- Cosmetic variations that do not affect the instrument’s structural integrity or sound quality
7. Contact for Replacements
For replacement requests, reach out to us at [email protected] or +918007894122 with the required documentation.
