Return &
Refund Policy
We want you to be completely satisfied with your Surangana purchase. Please read our return and refund policy carefully before raising a request.
Record unboxing video
Record before opening the parcel — continuous, no cuts
Contact us within 1 day
Email with video, photos and your order number
We review your claim
Our team inspects the evidence and approves or declines
Return approved item
Ship back in original packaging within 14 days
Refund processed
Refunded to original payment method in 7–10 business days
Thank you for shopping at Surangana. We appreciate your trust and strive to deliver the finest handcrafted harmoniums and music accessories. This Return & Refund Policy outlines the conditions under which returns, replacements, and refunds are offered. Please read this policy carefully before making a purchase.
Mandatory unboxing video for all claims
To raise any claim for damage, missing items, or wrong product received, you must record a clear, continuous, unedited video of the parcel being opened from the moment you begin unpacking.
When can you return?
Reporting timelines
All return requests must be submitted within the following timeframes. Claims made after these periods will not be honoured:
Open box sales policy
Products purchased as Open Box cannot be returned. All Open Box sales are final. Open Box products have been individually tested and are guaranteed to be functional at the time of sale.
15% deduction policy
For approved returns where the product or packaging is returned in less than original condition, a 15% missing/damaged fee will be deducted from the refunded amount. This applies in the following situations:
| Condition | Deduction |
|---|---|
| Wear and tear — small scratches or dents on the product | 15% deducted |
| Damage to the original manufacturing box or accessories | 15% deducted |
| Missing items — owner’s manual, software/driver CDs etc. | 15% deducted |
| Damage or dents incurred during return shipping | 15% deducted |
| Tampered or missing barcode from the product | 15% deducted |
What to do if your product arrives damaged
If you receive a damaged or defective product, follow these steps immediately:
How refunds are processed
Once we receive and inspect your returned item, we will notify you of the status of your refund. If approved, the refund will be processed to your original method of payment within 7–10 business days.
Exchanging your product
If you wish to exchange an item for a different model or variant, please contact our customer service team at suranganamusicstore@gmail.com or call +91 80175 12385. Exchanges are subject to product availability.
Items we cannot accept back
The following items are not eligible for return or refund under any circumstances:
How we update this policy
Surangana reserves the right to update or modify this Return & Refund Policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of the Website after changes are posted constitutes acceptance of the revised policy.
Get help with your return
For any questions about returns, refunds, or exchanges, please reach out to us:
Every instrument we build is made to last a lifetime. If something goes wrong, we’re here to make it right.
— Surangana, Kolkata