Last Updated: January 9, 2026
At Tons of Tones, we offer non-tangible, irrevocable digital goods (presets, tabs, IRs). Therefore, we generally do not issue refunds once an order is completed and the product download link is sent. As a customer, you are responsible for understanding this upon purchasing any item at our site.
However, we realize that exceptional circumstances can take place. We will honor requests for a refund only in the following specific cases:
1. Major technical defects: Although all the products are thoroughly tested before release, unexpected errors may occur. If a file is corrupted or technically defective, please report it to our support team. If we are unable to fix the issue within 72 hours, we will issue a full refund.
2. Product not-as-described: Such issues should be reported to our support team within 7 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints which are based merely on the customer’s false expectations or personal taste (e.g., “I didn’t like the tone”) are not honored.
3. Un-downloaded Products (Cancellation within 14 Days): In accordance with the Israeli Consumer Protection Law, if you made a purchase in error and have not yet downloaded or accessed the digital files, you may request a cancellation within 14 days of the purchase date. We will verify in our system whether the file has been accessed. If no download occurred, a refund will be issued minus a legal cancellation fee (5% of the transaction amount or 100 ILS, whichever is lower). Once the file is downloaded, the product is considered “opened” and the sale is final.
4. Returns and Order Cancellations for Physical Merchandise
At Tones of Tones, we comply with the Israeli Consumer Protection Law regarding distance selling transactions. If you have purchased a physical product from our store, the following cancellation and return policy applies:
Standard Cancellation Window: You have the right to cancel your purchase within 14 days of receiving the product or receiving the document containing the transaction details, whichever is later.
Extended Window for Special Populations: If you are a senior citizen (aged 65 and older), a new immigrant (Oleh Chadash), or an individual with disabilities, you may cancel the transaction within four (4) months of receiving the product or the transaction document, provided the transaction involved a conversation (including electronic chat). We may request appropriate documentation to verify this status.
Cancellations for Personal Reasons (Non-Defective): If you choose to cancel your order and return the product for any reason other than a defect, you are responsible for returning the item to us at your own expense. Upon receiving your cancellation notice, we will refund your payment within 14 days, subject to a cancellation fee of 5% of the purchase price or 100 NIS—whichever is lower. The product must be returned to us, preferably in its original packaging and unused.
Returns for Defects or Discrepancies: If the product arrives defective, fails to match the description provided, or is not supplied on time, no cancellation fee will apply. We will provide a full refund within 14 days of your cancellation notice and cover the return shipping costs.
Custom-Made Products Exception: Please note that under Israeli law, products manufactured specifically for you based on special requirements or personalizations (e.g., merchandise with custom names, custom uploaded photos, or highly specific personalized adjustments) cannot be cancelled or returned unless they are defective.
Contact Us If you have any questions about our Returns and Refunds Policy, please contact us:
By email: info@tonsoftones.com
