Refund policy

Last Updated: July 16, 2026

1. Our Commitment

At Tonewheel General, we want you to be satisfied with your purchase. If something isn't right, we're here to help.

This Return Policy explains the terms governing returns, exchanges, refunds, and return eligibility for products purchased through:

https://www.tonewheelgeneral.com

This policy applies only to purchases made directly from Tonewheel General. Products purchased through authorized dealers, distributors, or third-party marketplaces are subject to the return policies of those sellers.

By placing an order, you agree to this Return Policy, as well as our Terms of Sale, Shipping Policy, Warranty Policy, and Terms of Use.

2. Return Eligibility

Unless otherwise stated on the product page or prohibited by law, most new merchandise may be returned within 30 calendar days of the delivery date.

To be eligible for a return, an item must:

  • Be returned within the applicable return period;
  • Be in clean, resalable condition;
  • Include all original packaging, accessories, manuals, cables, and documentation;
  • Include proof of purchase or order number;
  • Not show signs of misuse, abuse, or accidental damage.

Items returned in a condition that prevents resale may be refused or subject to a partial refund where permitted by law.

3. Items That Cannot Be Returned

To protect our customers and maintain product quality, certain items are not eligible for return unless required by applicable law.

These may include:

  • Custom-built or made-to-order products;
  • Special-order merchandise;
  • Clearance or final sale items marked as non-returnable;
  • Gift cards;
  • Downloadable software or digital products;
  • Products damaged through misuse, abuse, modification, or improper installation;
  • Products missing major components or accessories.

If a product page identifies additional return restrictions, those restrictions will apply.

4. Vintage, Used, and Demonstration Equipment

Tonewheel General specializes in products that may include vintage, used, restored, refurbished, or demonstration equipment.

Because these products are unique, they may exhibit cosmetic wear, age-related characteristics, repairs, or other conditions that are fully disclosed prior to purchase.

Unless otherwise stated in writing, returns of vintage, used, restored, refurbished, or demonstration products are subject to this Return Policy and may be limited based on the specific product listing.

Customers are encouraged to carefully review product descriptions and photographs before purchasing these items.

5. How to Request a Return

Before returning an item, please contact Tonewheel General to request return authorization.

To help us process your request, please provide:

  • Your order number;
  • The product being returned;
  • The reason for the return;
  • Photographs, if the item is damaged or defective.

Return requests may be submitted by contacting:

Email: orders@tonewheelgeneral.com

Phone: 1-800-567-5926

Please do not return merchandise without first obtaining return instructions.

Unauthorized returns may be delayed, refused, or returned to the sender.

6. Return Shipping

Unless the return is the result of our error or a verified warranty issue, customers are responsible for return shipping costs.

Customers are responsible for ensuring returned merchandise is:

  • Properly packaged;
  • Adequately insured when appropriate;
  • Shipped using a trackable shipping service.

Tonewheel General is not responsible for returned merchandise that is lost or damaged during return transit.

We recommend retaining your shipment tracking information until your return has been processed.

7. Inspection of Returned Merchandise

All returned merchandise will be inspected upon receipt.

During inspection, we may verify:

  • Product condition;
  • Serial numbers;
  • Included accessories;
  • Packaging;
  • Signs of use;
  • Completeness of the return.

If a returned item does not meet the requirements of this Return Policy, Tonewheel General reserves the right to:

  • Deny the return;
  • Return the item to the customer;
  • Issue a partial refund where appropriate and permitted by law;
  • Assess a reasonable restocking fee as described below.

8. Restocking Fees

Most returns of unopened merchandise in original, resalable condition will not be subject to a restocking fee.

However, Tonewheel General reserves the right to assess a reasonable restocking fee—generally up to 15% of the purchase price—when a returned item:

  • Has been opened and cannot be sold as new;
  • Is returned with missing accessories or documentation;
  • Requires cleaning, testing, repackaging, or repair before resale;
  • Involves a special-order or manufacturer return subject to supplier charges.

Any applicable restocking fee will be communicated to the customer before a refund is finalized.

9. Refunds

Once your return has been received and inspected, Tonewheel General will notify you of the status of your return.

If your return is approved, your refund will generally be issued to the original payment method used for the purchase.

Please note:

  • Original shipping charges are generally non-refundable unless the return is the result of our error or required by applicable law.
  • Any applicable restocking fees, return shipping charges, or other authorized deductions will be reflected in your refund.
  • Depending on your financial institution or payment provider, it may take several business days after processing for your refund to appear in your account.

If the original payment method is no longer available, please contact us to discuss alternative refund options where permitted.

10. Exchanges

If you would like to exchange a product for another item, please contact Tonewheel General before returning your purchase.

Exchanges are subject to:

  • Product availability;
  • Price differences between products;
  • Inspection of the returned merchandise; and
  • Compliance with this Return Policy.

If the replacement product costs more than the original purchase, the customer will be responsible for paying the price difference.

If the replacement product costs less, any applicable refund will be processed after the exchange has been completed.

11. Damaged, Defective, or Incorrect Items

If you receive a product that is:

  • Damaged during shipment;
  • Defective upon arrival;
  • Incorrectly shipped; or
  • Missing components;

please contact Tonewheel General as soon as possible after delivery.

To help us resolve the issue promptly, please provide:

  • Your order number;
  • A description of the issue;
  • Photographs of the product;
  • Photographs of the shipping carton and packaging (if applicable);
  • Any other information requested to assist with our review.

Please retain all original packaging materials until your claim has been resolved, as carriers or manufacturers may require inspection.

Upon review, Tonewheel General will work with you to determine the most appropriate resolution, which may include repair, replacement, exchange, refund, or another remedy consistent with applicable law and any applicable warranty.

12. Manufacturer Warranty Claims

Some products sold by Tonewheel General are covered by manufacturer warranties.

Warranty service may be provided directly by the manufacturer or through Tonewheel General, depending on the product and manufacturer requirements.

Warranty claims are governed by our separate Warranty Policy.

If you are unsure whether an issue is covered under warranty or this Return Policy, please contact us and we will help determine the appropriate process.

13. Order Cancellations

Orders may be canceled before shipment by contacting Tonewheel General as soon as possible.

While we will make every reasonable effort to accommodate cancellation requests, we cannot guarantee that an order can be canceled once processing has begun.

Orders that have already shipped are subject to this Return Policy.

Special-order, custom-built, made-to-order, or manufacturer-direct items may not be eligible for cancellation once production or fulfillment has commenced.

14. Refused Deliveries

If a customer refuses delivery of an order without prior authorization from Tonewheel General, any refund may be reduced by costs incurred, including:

  • Original shipping charges;
  • Return shipping charges;
  • Customs duties or brokerage fees billed to Tonewheel General;
  • Carrier surcharges;
  • Reasonable restocking fees, where applicable.

15. International Returns

Customers returning merchandise from outside the United States are responsible for complying with all applicable export, customs, and shipping requirements.

Unless otherwise agreed in writing:

  • International return shipping costs are the responsibility of the customer.
  • Customs duties, taxes, brokerage charges, and other governmental fees are non-refundable unless required by applicable law.
  • Customers should clearly mark returned shipments in accordance with applicable customs requirements to help avoid unnecessary delays or charges.

16. Return Policy Updates

Tonewheel General reserves the right to modify or update this Return Policy at any time.

Any changes become effective when posted on our website.

The version of this Return Policy in effect at the time your order is placed will generally apply to that purchase unless otherwise required by law.

17. Contact Us

If you have questions regarding returns, exchanges, or refunds, please contact us:

Tonewheel General
A division of ECS Music, Inc.

Website:
https://www.tonewheelgeneral.com

Email:
orders@tonewheelgeneral.com

Phone:
1-800-867-5926

Mailing Address:

Tonewheel General
ECS Music, Inc.
117 Huxley Rd., STE D
Knoxville, TN 37922

18. Effective Date

This Return Policy is effective as of July 16, 2026.

Thank you for choosing Tonewheel General. We appreciate your business and are committed to providing exceptional products, knowledgeable service, and a fair, transparent return process.