Refund policy
Refund Policy
Tonewood Media LLC | Last updated October 12, 2026
Thank you for supporting Tonewood Media. We want you to be happy with what you buy. Because of how we make and deliver our products, our default policy is strict, and we review every situation individually. Please read it before you order.
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At a glance
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Ebooks and digital products
All sales of ebooks and other digital products are final. We do not offer refunds, credits or exchanges for digital products under any circumstances, including change of mind, a duplicate purchase, dissatisfaction with the content, or a device or format preference. Digital products are delivered right away and cannot be returned, so by completing your purchase you acknowledge and accept this.
If the law where you live gives you a right to withdraw from a digital purchase, you agree that by purchasing you ask for immediate delivery, and you acknowledge that you lose that right once delivery begins.
Trouble getting your file? If your download email did not arrive (check your spam and promotions folders first) or the file will not open, contact us and we will resend it or fix your access. That is support, not a refund, and we are glad to help.
Apparel and merchandise
Our apparel is made to order. Each piece is produced for you after your order is placed, so we cannot restock it, resell it or take it back. For that reason, we do not accept returns, exchanges or refunds for:
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buyer’s remorse or change of mind;
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ordering the wrong size, color or product (please check the size chart on each product page);
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fit, feel or style preferences, or minor color differences from what you saw on your screen;
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orders placed by mistake; or
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items that show wear, washing, alteration or use.
What we do cover
We stand behind what we make. By default, we will replace or refund an item that arrives with:
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a manufacturing defect, such as a flaw in the fabric, stitching or construction;
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a misprint or print error;
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damage from shipping; or
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a fulfillment error, meaning you received a different item, size or color than the one you ordered.
How to report a problem
Please contact us within 14 days of receiving your order at customerservice@tonewoodmedia.com and include:
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your order number;
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a clear description of the problem; and
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clear photos or a short video of the problem, plus the tag and the packaging.
Please do not send the item back unless we ask you to. We will review your report, usually within a few business days. If it is approved, we will send a replacement at no cost or refund you to your original payment method, at our discretion. When the problem was our or the manufacturer’s error, we will cover the shipping cost of the replacement. Refunds typically appear within 5 to 10 business days, depending on your bank or card issuer.
Every situation is case by case
Every order and every situation is different, and we review each one individually and in good faith. The rules above are our default. They do not prevent us from offering a replacement, a partial refund or store credit in a situation that falls outside them, and they do not prevent us from declining a request that falls within them if the facts do not support it. When we make an exception in one case, it does not create an obligation to do the same in another.
Cancellations and order changes
Because orders go into production quickly, we may not be able to cancel or change an order (including its size, color or shipping address) after you place it. If you need a change, contact us right away. If your order has not yet been sent to production, we will do our best to help, but we cannot guarantee it. Please double-check your address and selections before you pay.
Late or lost shipments
Delivery times and lost or delayed packages are covered in our Shipping Policy (tonewoodmedia.com/policies/shipping-policy). If your package is lost or badly delayed, contact us and we will review it case by case.
Disputes and chargebacks
If something is wrong, please contact us first. We would much rather fix it directly and quickly than have it escalate. If a chargeback is filed for a valid charge, we may respond with our order records, delivery confirmation and this policy.
Lessons and services
Private lessons and instruction programs are covered by their own written enrollment terms, not this policy.
Contact us
Questions before you buy? We are happy to help.
Email: customerservice@tonewoodmedia.com