Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at contact@tonelinestrings.com Please note that returns will need to be sent to the following address: 7156 19e avenue, Montreal, Qc, Canada H2A 2L3 

You can always contact us for any return question at patrick.kelly@tonelinestrings.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 

To qualify for a refund:

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if your order is being shipped to any country outside North America, you may have the right to cancel or return your order within 14 days, for any reason and without providing a justification, in accordance with applicable local consumer laws. To qualify, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You will also be required to provide the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 20 business days have passed since we’ve approved your return, please contact us at patrick.kelly@tonelinestrings.com