Refund policy

HOW TO REQUEST A RETURN

Please choose carefully when placing an order, as we are not able to facilitate credit notes, or change of mind returns or refunds, unless the item is deemed faulty. Should you wish to make a return, please contact us at admin@tentones.com.au within 14 days of receiving your order. We will then provide you with returns details and approve your return, provided our below Return Conditions are satisfied (please see below). Please note the cost of returns are incurred by the customer. 

Please include your

• name
• order # and
• return reason in your email to us.

TEN TONES reserves the right to reject returns which do not comply with our Returns Policy, including our Returns Conditions. Returns that do not respect the policy may be sent back to the original shipping address. Frequent returns made from the same account will automatically be flagged in our system. If we notice that our return policy is being abused, we may take action in the form of blocking an account and/or cancelling future orders.

Please allow up to 7 business days for us to process your return once it reaches our HQ.

 

FAULTY ITEMS

 We make the best efforts to quality control all items prior to dispatch.  If you believe an item to be defective or damaged, please contact us at admin@tentones.com.au so that we can help resolve the issue. Please note that goods that are damaged as a result of wear and tear are not considered to be faulty. TEN TONES reserves the right to reject any returning item(s) that do not comply with the Return Policy.

Both the cost of the item plus shipping will be refunded in the case of an approved faulty item.

 

RETURNS CONDITIONS

• The item(s) is in its original and saleable condition, in its original packaging (including any dust bags) with all tags attached.
• The item(s) has not been worn, used, damaged or washed.
• You have notified us of your desire to return the item(s) within 7 days of receiving your item(s).
• The original invoice as proof of purchase is provided.

 

FINAL SALE

Please choose carefully, all styles marked down, displaying FINAL SALE will not be able to be facilitated change of mind returns or refunds, unless the item is deemed faulty.

• When checking out and making your purchase from our Sale page, you are agreeing to the above terms and conditions.

RETURNS COST

You are responsible for sending your item(s) back to us for a return (including any cost incurred for such return shipment). TEN TONES will provide a return address upon you requesting a return. Ten Tones will not reimburse any shipping cost incurred by you for your return and TEN TONES will not be responsible for any loss or damage of items in connection to your return shipping.

EXCHANGES

TEN TONES does not offer direct exchanges. We ask that your return your item for a full refund (excluding any shipping fees) and place a new order for the preferred item(s) at your earliest convenience. 

REFUNDS

Once the returned item(s) has been quality checked and our Return Conditions are otherwise satisfied, TEN TONES will issue a refund to the original card or account of purchase and a confirmation email will be sent to you.

Please note that card refunds may take up to 10 business days to process and is subject to any further time your financial institution requires to process the transaction and update your bank statement.

The total amount of the purchase will be refunded excluding any shipping fees.