Refund policy
All products sold by Tone Curators are made to order. This means that each artwork is individually painted just for you and is not prefabricated.
Accordingly, Tone Curators does not accept returns, refunds, or exchanges for made-to-order products, except where the product is defective or damaged upon delivery.
Order Changes & Cancellations
You may request changes to or cancellation of your order within 24 hours of placing the order. After this period, production may have commenced, and we may no longer be able to accommodate changes or cancellations.
If you believe you have made an error in your order, please contact us as soon as possible at orders@tonecurators.com. Acceptance of any change or cancellation request after the 24-hour period is at Tone Curators’ discretion.
Damaged or Defective Products
Despite careful packaging, products may occasionally be damaged during transit while in the possession of our shipping partners.
If your product arrives damaged or defective, to allow us to assess the issue efficiently, please contact orders@tonecurators.com and provide:
- Clear, detailed photographs of the damage to the product
- Photographs of the external and internal packaging
- Confirmation that the product has not been installed, hung, or used prior to documenting the damage
We kindly ask that the above information be submitted within 72 hours of the recorded delivery date.
Assessment & Remedies
Once the required documentation is received, Tone Curators will review the claim (“Damage Review”). This review may take up to 30 business days.
Where damage or non-conformity is confirmed, Tone Curators will:
- Repair the product, or
- Provide a replacement, where repair is not feasible or proportionate
The chosen remedy will take into account the nature of the defect, the feasibility of repair, and production timelines. Replacement products, where applicable, are subject to current production capacity and delivery schedules.