Tonebay Refund Policy

Last Updated: 25/11/25

Tonebay is a marketplace that connects buyers with independent sellers (“Vendors”) offering new, used, and vintage musical instruments, gear, and related products. Because each Vendor operates their own shop on Tonebay, all refunds, returns, and exchange decisions are set and managed directly by the Vendor.

1. Vendor-Controlled Refund Policies

Each Vendor on Tonebay is responsible for creating, posting, and enforcing their own refund policy. This means:

  • Refund eligibility may vary from Vendor to Vendor.

  • Some Vendors may accept returns or provide refunds, while others may not.

  • Conditions such as return timeframes, restocking fees, or item requirements (e.g., condition, packaging) are determined solely by the Vendor.

Tonebay does not control, override, or guarantee any Vendor’s refund or return policy.

2. Before You Purchase

We encourage Buyers to:

  • Review the Vendor’s refund policy on the item page or shop profile before completing a purchase.

  • Contact the Vendor directly through Tonebay Messages with any questions about returns or refunds.

3. Requesting a Refund or Return

To request a refund, return, or exchange:

  1. Contact the Vendor directly through Tonebay’s messaging system.

  2. Follow the Vendor’s instructions for returning the item (if applicable).

  3. Provide any required information such as order number, photos, or proof of issue.

Refund approval, rejection, or the terms of the return are at the Vendor’s discretion.

4. When Tonebay May Intervene

While Vendors determine their own policies, Tonebay may step in only in limited circumstances, such as:

  • Verified fraud

  • Failure to ship an item

  • A violation of Tonebay’s platform rules

Tonebay’s involvement does not guarantee a refund but ensures that marketplace rules are followed.

5. Non-Refundable Items

Vendors may identify certain items as non-refundable. Common examples include:

  • Digital goods

  • Custom-built or modified items

  • Items listed “as-is” or “no returns”

These restrictions are controlled by the Vendor.

6. Fees and Shipping Costs

Any costs related to:

  • Return shipping

  • Restocking fees

  • Packaging

  • Currency conversion

  • Payment processor fees

are determined by the Vendor and disclosed within their policy.

7. Tonebay’s Role

Tonebay does not issue refunds on behalf of Vendors. Tonebay facilitates communication and provides the platform, but the Vendor is solely responsible for:

  • Accepting or denying refund requests

  • Issuing payments

  • Setting return conditions

If a Vendor approves a refund, they will process it through their chosen payment method.

8. Contacting Tonebay

If you believe a Vendor is not following Tonebay’s rules or is unresponsive, you may contact Tonebay Support for assistance reviewing the situation. Tonebay will not decide refund outcomes but may enforce marketplace standards when necessary.