Refund policy

Return Policy

At Tone Depot, we want you to feel complete confidence in the signal clarity, noise floor isolation, and mechanical durability of our audio hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because stage and studio gear involves gold-plated jack barrels, braided textile cable jackets, and hook-and-loop pedalboard tape susceptible to jack insertion scoring, floor scuffs, and adhesive residue during rig assembly, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Audio Hardware Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The instrument/XLR cable, isolated power supply, CNC pedalboard, or acoustic panel must be completely unplugged from amplifiers/pedals, unmounted on stages or studio walls, unsoiled, and in its original, brand-new condition.
  • Jack Insertion, Velcro & Acoustic Foam Inspection Notice: Items may be unboxed indoors in clean, dry hands to inspect connector quality and physical dimensions. We strictly cannot accept cables that have been plugged into guitar jacks, pedals, or mixers (spring-loaded jack contacts immediately score circular insertion grooves onto polished 24K gold-plated brass tips, while dragging cables across rehearsal floors soils woven tweed/nylon jackets). We also cannot accept pedalboards where adhesive hook-and-loop Velcro strips or power supply mounting brackets have been applied or drilled.
  • ACOUSTIC FOAM PANELS NOTICE: Compressed or vacuum-sealed acoustic absorption panels where outer airtight plastic bags have been opened CANNOT be returned for change of mind due to expansion volume and sanitary handling regulations.
  • All original packaging—including factory cable ties, DC power lead bundles, mounting brackets, rubber feet, attached hangtags, and technical manuals—must remain 100% complete and undamaged inside the return parcel.
  • Bulk studio installation spools or items sold as clearance are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because heavy toroidal power supplies and aluminum pedalboards require rigid foam-lined boxing to prevent transit damage, we recommend using a trackable shipping service with parcel transit insurance, as Tone Depot cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@tonedepot.shop within 30 days of delivery. Please include your order number, product model/length, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a cable length, connector angle, or delivery address), contact us immediately at support@tonedepot.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our audio hardware quality control technicians will inspect each component under bright lighting (verifying unscratched 24K gold-plated plug barrels free of jack insertion rings, clean factory-coiled braided jackets, unapplied Velcro rolls, sealed acoustic foam packs, and complete retail boxes). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@tonedepot.shop for further assistance.