Refund policy

Business identity: Tone Lifestyle Brands, a business registered in British Columbia, Canada, does business as Tone Coffee and operates tone.coffee.

Returns

You can return anything you bought from tone. within 30 days. Email hello@tone.coffee with your order number to request a no-cost return label before sending anything back.

The 30 days run from the day your order is delivered, or from the day it shipped if it never arrived.

Damaged, missing or incorrect orders

Please inspect your order when it arrives. If your order arrives damaged, if you receive something other than what you ordered, if part of your order is missing, or if your order does not arrive at all, email hello@tone.coffee with your order number and a description of the problem. A photo of the damaged bag or packaging helps us resolve the issue and raise it with the carrier. We'll replace the order or issue a refund.

Refunds

We will notify you by email once a refund has been approved. Approved refunds are issued to your original payment method within 10 days. Your bank or credit card company may need additional time to process and post the refund. If more than 10 days have passed since we approved your refund and you have not received it, contact us at hello@tone.coffee.

Exchanges

We do not offer exchanges. You can return the original order under this policy and place a new order separately.

Subscriptions

Bags that arrive on a subscription are covered by this policy in exactly the same way as a one-off order. Skipping, pausing or cancelling the subscription itself is a separate thing from a refund, and is covered by our cancellation policy. Cancelling stops deliveries that have not been charged yet; it does not by itself refund a delivery that has already shipped.

US orders

This policy applies to orders placed on tone.coffee and shipped within Canada or to the United States. Where duties were charged at checkout on a US order, they are refunded along with the order when we issue a full refund.

Your rights under consumer law

Nothing in this policy limits or excludes any rights you may have under applicable Canadian consumer protection legislation that cannot be waived by agreement.

Contact

hello@tone.coffee. We answer email Monday to Friday, 9am to 5pm Pacific time.