CANCELLATION & REFUND POLICY
Last Updated: 23 August 2026
At ZAIMA Musicals, a brand of Al Yumna Overseas Pvt. Ltd., we aim to provide quality musical instruments and reliable customer service. This policy explains the conditions applicable to cancellations, returns, replacements, and refunds.
1. Order Cancellation
Customers may request cancellation within 12 hours of placing the order, provided the order has not been dispatched or entered into manufacturing/customization.
Once an order has been dispatched, it cannot normally be cancelled.
2. Customized & Made-to-Order Products
Customized, personalized, made-to-order, specially manufactured, or specially configured products are generally not eligible for cancellation, return, or refund once manufacturing or customization has started, except where the product supplied is materially defective or incorrect.
3. Bulk, Institutional & Export Orders
Bulk orders, school/college band orders, army/marching band supplies, institutional orders, dealership/distributor orders, government/tender supplies, and export orders may be subject to separately agreed commercial terms.
Where specific cancellation or refund terms are stated in a quotation, proforma invoice, purchase order acceptance, tender, contract, or other written agreement, those terms will apply to that transaction.
4. Damaged, Defective or Incorrect Products
If a product is received materially damaged, defective, or different from the product ordered, please inform us within 48 hours of delivery.
Customers should provide:
- Order or invoice details
- Clear photographs/videos of the product
- Photographs/videos of the outer and inner packaging
- Shipping label/courier details
- A clear description of the issue
Please retain the original packaging until the claim has been reviewed.
5. Return Eligibility
Returns will be considered only after review and approval by Al Yumna Overseas Pvt. Ltd.
Where a return is approved, the product should normally be unused and returned with its original packaging, accessories, and supplied items, unless this is not reasonably possible because of transit damage or a verified defect.
Products damaged due to misuse, improper handling, unauthorized repair/modification, normal wear and tear, or failure to follow appropriate care instructions are not eligible for return or refund.
6. Return Shipping
Where the return is due to a verified manufacturing defect, incorrect product supplied by us, or another issue for which we are responsible, return arrangements/costs will be determined according to the circumstances.
Where a return is accepted for another reason, applicable return shipping, logistics, customs, duties, or related charges may be payable by the customer.
7. Inspection of Returned Products
All returned products are subject to inspection.
After receiving and inspecting the product, we will determine whether a replacement, repair, credit, or refund is appropriate according to the circumstances and applicable transaction terms.
8. Refund Processing
Where a refund is approved, it will generally be processed within 7–10 working days after inspection and approval.
The time required for the amount to appear in the customer’s account may additionally depend on the bank, card issuer, payment gateway, or payment service provider.
9. Non-Refundable Charges
Unless the refund results from an error attributable to us, original shipping charges, customs duties, import taxes, clearance charges, brokerage fees, bank charges, payment processing charges, and other third-party charges may be non-refundable where applicable.
10. International Orders
For international orders, customers are responsible for complying with their country’s import requirements.
Customs duties, import taxes, VAT/GST, brokerage fees, customs clearance charges, and other destination-country charges are the responsibility of the buyer, unless specifically agreed otherwise in writing.
11. Refused or Undeliverable Shipments
If a shipment is refused, remains unclaimed, or becomes undeliverable because of incorrect information supplied by the customer, applicable shipping, return freight, storage, customs, duties, or other charges may be deducted from any amount otherwise refundable, where permitted.
12. Contact Us
For cancellation, return, replacement, or refund assistance:
Al Yumna Overseas Pvt. Ltd.
Brand: ZAIMA
Email:
support@alyumna.com
info@alyumna.com
Websites:
zaimamusicals.com
alyumna.com
Location:
Meerut, Uttar Pradesh, India