Refund and Exchanges

Effective Date: February 17, 2025

At Tonalitá, we strive to ensure customer satisfaction with our products. However, if you are not completely satisfied with your purchase, we offer the following refund policy:

Eligibility for Refunds

• Timeframe:
  • Refund requests must be submitted within 30 days of delivery.
• Condition of Items:
  • Products must be returned in their original condition, including all packaging and accessories.
  • Listening to and using your headphones during the 30-day listening trial is expected. Return them within the trial window and your refund is the full purchase price.
• Proof of Purchase:
  • A valid receipt or proof of purchase is required to process any refund or exchange.

Refund Process

• Method of Refund:
  • Refunds will be issued to the original payment method used at the time of purchase.
  • Payments are processed by Stripe, and refunds will be processed back to the same card or payment method through Stripe.
• Shipping Costs:
  • Shipping to you is free and insured. For a return within the 30-day trial, we send you a prepaid return label and cover the return shipping, so nothing is deducted from your refund.
• Defective Products:
  • If a product is found to be defective, please contact our customer service team immediately for assistance. Defective items are eligible for a replacement or full refund, including shipping costs.

Non-Refundable Items

• Customized or personalized products are not eligible for refunds unless they arrive damaged or defective.

How to Request a Refund

• Contact our customer service team at [email protected] with your order details and reason for the return.
• Once approved, you will receive instructions on how to return the product to us.

Exchanges

• To exchange an item, contact us at [email protected] with your order details and we’ll arrange it.

Processing Time

• Refunds are typically processed within 7–10 business days after we receive and inspect the returned item(s).

Additional Notes

• Tonalitá reserves the right to refuse refunds if the conditions outlined above are not met.
• For any disputes regarding refunds, please contact our support team for resolution before pursuing other actions.