Refund Policy

Overview

We sell three kinds of product: digital downloads and bundles (presets, LUTs, colour profiles, tools, templates, effects and e-books), creative services (retouching, editing and colour grading carried out on your files) and an annual asset library subscription. Everything is delivered digitally and nothing is shipped, so there are no returns of physical goods. This policy explains when a refund is available.

Digital Downloads & Bundles

Because files are made available immediately and cannot be “returned”, a purchase is generally final once the download link or files have been delivered. We will, however, refund (or, where you prefer, replace) your purchase in these situations:

• Payment taken but no delivery. Your payment was confirmed but you did not receive your download link or files, and we are unable to deliver them within a reasonable time after you contact us.
• Duplicate payment. You were charged more than once for the same order. We will refund the duplicate amount.
• Unusable files. A file is corrupted or cannot be opened, and we cannot supply a working replacement within a reasonable time.
• Not as described. The product materially differs from its listing (for example, a stated file is missing from the delivery) and we cannot correct this.
• Cancellation before delivery. You ask to cancel before any download link or files have been sent to you.

Creative Services

For services, the work is done on files you send us after you order. We email you after payment to collect your files and confirm the brief.

• Before work starts. You may cancel and receive a full refund at any time before we start work on your files.
• After work starts. Once work has begun we will discuss the position with you in good faith. Where the delivered work is materially different from the service described in the listing, we will first offer to correct it, and if we cannot, we will refund the affected part of the order.
• Files not supplied. If we cannot start because the files needed are not sent to us, or are unusable, we will tell you what is needed. If the files are still not supplied within a reasonable time, you may cancel for a refund of any part of the order for which no work has been done.
• Scope. Each service covers the amount stated under “What’s included” (for example a maximum number of images or minutes of footage). Work beyond that scope is not covered by the price paid.

Annual Library Subscription

The Tonegrade Creator Asset Library is a one-off annual payment. Account access is emailed after payment is confirmed. Once access has been emailed, the subscription is generally final, except where access is faulty or not as described and we cannot fix it within a reasonable time, or where you ask to cancel before access has been sent. Renewal is by placing a new order; there is no automatic renewal charge.

How to Request a Refund

Email tone_grade@outlook.com with your order reference (shown on the payment result page and in your payment confirmation), the email address used at checkout, the SKU, and a short description of the problem. Screenshots help where a file will not open. Please send your request within 7 days of purchase (for services, within 7 days of the finished files being delivered). We will reply to confirm whether the request is accepted, and may first offer a corrected or replacement file.

When a Refund Is Not Available

A refund will normally not be given for:

• change of mind, or ordering the wrong product, after the files have been delivered or the work has been completed;
• incompatibility with software or devices you use. The included file types (for example XMP presets, .cube LUTs, Photoshop actions, Premiere Pro templates or PDF) are stated on every product page, so please check them before you buy;
• creative or commercial results, and differences between the preview artwork or sample images on a product page and your own finished work. Artwork presents the product, and only the quantities and files listed under “What’s included” are supplied;
• products that have been shared, resold, redistributed or sublicensed in breach of the licence;
• services where the result differs from your taste but matches the listing and the brief, or where work was carried out on files that did not belong to you or that you had no right to send;
• free-of-charge items or discounts already applied to your price.

Refund Method & Timing

Approved refunds are returned to the original payment method through our payment gateway provider. Once a refund is approved we aim to process it within 14 business days; the time the money takes to appear depends on your bank, card issuer or e-wallet provider.

Effect on Your Licence

When a refund is approved for a download, bundle or subscription, the licence for that product ends. You must stop using the files and delete all copies, and we may disable any access we have provided. For a refunded service, we may keep or delete the finished files, and you may not use finished files for which you have been refunded.

Contact

Refund questions: tone_grade@outlook.com or +6010-434 4057. Level 9, Integra Tower, 348, Jalan Tun Razak, Kampung Datuk Keramat, 50400 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia.