Returns and Refunds Policy

Last updated: 21 Dec. 2024

We thank you and appreciate your purchase with INSTRUMENTWALA. We make every effort to service the order/s placed with us as per the specifications and timelines mentioned against each product. If due to any reason, unavoidable circumstances or beyond the limitatations of the merchants the order is not shipped by us then the order shall be canceled and refunded.

For all other mode of payment, we will send a refund cheque, The cheque will be made in favor of the name as in the “billing name” provided at the time of placing the order.

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”).

What is this Return and Refund Policy?

  1. In keeping with INSTRUMENTWALA’s goal of ensuring User satisfaction, this return and refund Policy (“Return and Refund Policy”), together with the terms of use, sets out INSTRUMENTWALA’s procedures and policies in accepting Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return of Products by Users shall be governed by and subject to the terms and conditions set out under this Return and Refund Policy.
  2. Users are required to peruse and understand the terms of this Return and Refund Policy. If you do not agree to the terms contained in this Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Platforms. The terms contained in this Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.
  3. 3.1. If the User is dissatisfied with the purchased Product received from INSTRUMENTWALA, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by INSTRUMENTWALA after due verification at its sole discretion), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than : :
    1. (a) 24 hrs from the date on which he/she received the delivery of the Product, in case of electronics, and
    2. (b) No Return accept in case of non-electronic product except the item damage during transportation.
    3. (c) PACKAGE UNBOXING VIDEO IS MANDATORY FOR CLAMINIG ANY DAMAGE CLAIM.
    4. TROLLEY SPEAKERS NON-REFUNDABLE UTNTIL THEY DAMAGE DURING TRANSPORT.

While raising a request for return on the Platforms, the User shall have the option to seek a refund of the money paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return or exchange of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour. INSTRUMENTWALA reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.

  1. 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 helpdesk@instrumentwala.com. In all events of cancellation, prior to the dispatch of the purchased Products, INSTRUMENTWALA shall initiate refunds within 7 (seven) business days from the date on which it received the request from the User except holidays. 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.
  2. 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. 3.4.Return of or refund for purchased Products shall not be entertained by INSTRUMENTWALA if:
  • 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;
  • 2. The Product has been washed;
  • 3. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
  • 4. The serial number/IMEI number/bar code of the Product, as applicable, does not match INSTRUMENTWALA’s records;
  • 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;
  • 6. There are any dents, scratches, tears or any other damage to the Products or any part thereof;
  • 7. In the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by INSTRUMENTWALA;
  • 8. The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect; or
  • 9. INSTRUMENTWALA is satisfied that the Product has been rendered defective or unusable.
  1. 3.5.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.

                3.6 – It is strongly advised that Return or refund only accepted if the courier partner is not able to 

                   deliver your product, Prepaid orders cannot be refunded until they do not mark RTO due to address error only. Customers rejection is not accepted for PREPAID ORDERS.

  1. 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.
  2. 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. 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.
  4. 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
  1. (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or
  2. (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.
  1. 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.
  2. 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. 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.comfor INSTRUMENTWALA’s records. The address of INSTRUMENTWALA’s returns desk is:
  4. Returns Manager

INSTRUMENTWALA Classical Tunes (OPC) Private Limited (Ecommerce)

D-464, murlidhar vyas colony, Near mausam vibhaag, Bikaner, Rajasthan – 334001 INDIA

  1. 3.14. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph
  2. 3.15 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.

Orders once placed cannot be Cancelled. Below are the reasons acceptable for Cancellations. 

Cancellation is accepted under following circumstances only

1. We are unable to ship the product to the Buyers location.

2. We do not have the product in Stock / Having extreme delay in Shipping (Pre-orders do not fall in this Category)

3. The Buyer wishes to upgrade to a better product found on JohnsMusic.in and is willing to pay the Difference in amount. 

4. Unpaid orders (Bank Transfer option) Can be cancelled by informing us through Mail / Call / WhatsApp along with your Order number.

5. In case the product is in stock and the Buyer still wants to cancel the product due to any circumstances   before it leaves our facility , Cancelation and refund will be done after deducting the Payment gateway charges. 

6. In case the product as already left our facility, Cancellation will be done after deducting Payment Gateway Charges and Forward and Return Courier Cost. 

Replacement Conditions:

INSTRUMENTWALA offers replacement gurantee for all products except, accessories and handmade products under certain conditions mentioned below:-

  • INSTRUMENTWALA replace the same product with a brand new product at no extra cost. However, all fright expences (Shipping) will be brone by the customer.
  • In case of customer fails to inform INSTRUMENTWALA within the stipulated time frame (24 hours from the date of delivery) INSTRUMENTWALA the rights to accept or reject such request at its discretion.
  • The return policy is also not valid for certin products such as strings sets, picks, accessories, handmade products due to there nature.
  • Customers are advised to Contact customer care at helpdesk@Instrumentwala.com for any damage or product informations to raise return request within given time frame.
  • If INSTRUMENTWALA recived product in damage conditions, it holds the right to reject any warranty claims and any additional expenses for repairing the product shall be brone by the customer.

Shipping Policy

Our dedicated associates are making all efforts to provide the products and services our customers need at this time. Our System PIN Code address is more than 29000+ PIN CODES. 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:

  1. DELHI-NCR – 1 – 4 days
  2. METROS – 5 – 8 days
  3. Non-metros – 0-7 days

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.

Legal and Infringement policy:

If you find any copyright infringement and For relating Abuse IPR, please write to us at abuseipr@instrumentwala.com and legal@instrumentwala.com

 CONTACT US:

  1. Admistrate (Sales & Orders) : admin@instrumentwala.com
  2. Sales team : sales@instrumentwala.com
  3. CMD (Customer relations & Inventory Access) – cmd.cr@instrumentwala.com

Payment Mechanism fees on Debit/Credit Cards will be levied by customer by Razorpay/Cashfree Payment Gateway and can not be refunded in-case of order cancellation. INSTRUMENTWALA is not responsible to refund any type of payment gateway charges which customer has paid during order.