Tonebay Buyer Protection gives you peace of mind on every purchase. If your gear arrives lost, damaged, or different from what was promised, you’re eligible for a full refund. Simply report any issue within 7 days of delivery, and our support team will handle the rest.

Most orders arrive safely and ready to play, but on the rare occasion something isn’t right, Tonebay Buyer Protection is here to make sure you’re covered.

How It Works

1. Reach out to the seller within 7 days of delivery
Most issues can be quickly resolved by contacting the seller directly under their return policy. When you message them or request a refund, include photos or videos of the problem and keep all communication on Tonebay.

2. Contact Tonebay Support
If the seller doesn’t respond within 24 hours, get in touch with Tonebay Support. Share photos of any damage and, if needed, a repair estimate.

3. We’ll handle the rest
Our team will review the order details, work with the seller, and let you know if we need anything else to process your refund. We’ll make sure the situation is resolved smoothly.

What’s Covered Under Tonebay Buyer Protection

To qualify for Tonebay Buyer Protection, your order must be completed entirely through Tonebay—this includes both payment and shipment tracking. Any issues must be reported within 7 days of the item being marked as delivered (or within 14 days of the expected delivery date if the item never arrives).

You’re eligible for a refund if your gear is:

  • Declared lost by the carrier

  • Damaged during shipping

  • Significantly different from its listing description

  • Part of a fraudulent purchase or scam

  • Denied a refund despite qualifying under the seller’s stated return policy

Orders that meet these conditions and are reported within the required time window are protected by Tonebay Buyer Protection. Some sellers may offer extended return timeframes, but your coverage is always guaranteed within the standard protection period.

What Isn’t Covered Under Tonebay Buyer Protection

While Tonebay Buyer Protection covers most order issues, there are a few situations that aren’t eligible. For a complete breakdown, please refer to the Tonebay Purchase Protection Terms & Conditions.

Tonebay Buyer Protection does not cover:

  • Issues reported after the protection window
    (more than 7 days after delivery, or more than 14 days past the expected delivery date for items that never arrived)

  • Transactions completed off of Tonebay
    Purchases must be made and shipped through Tonebay to qualify.

  • Change-of-mind returns outside the seller’s policy

  • Problems with forwarded or re-shipped packages

  • Orders paid through PayPal
    These are covered under PayPal Purchase Protection instead. If something goes wrong, Tonebay Support can guide you through the PayPal dispute process.

Looking for details on how Tonebay supports and protects sellers?
Check out Tonebay Seller Protection to learn more.