Refund & Returns Policy

Refund & Returns Policy

Effective date: 12 April 2026  |  Last updated: 12 April 2026

This Refund & Returns Policy applies to products manufactured and supplied by ToneCooling Technology Co., Ltd (“ToneCooling”) to business customers. Because our products are custom-engineered to customer drawings and specifications, our refund and return rules differ from those of consumer retailers. This Policy should be read together with our Terms of Service and Warranty Statement.

1. Custom manufactured products

Liquid cold plates, heatsinks, and assemblies built to customer-supplied CAD, drawings, or specifications are bespoke / made-to-order. Once production has started or the goods have been delivered and accepted, they are generally non-returnable, except where the product is defective or does not conform to the agreed specification. This is consistent with standard international B2B practice and does not affect any non-excludable rights under the Australian Consumer Law.

2. Sample and prototype orders

Prototype and sample orders are also custom and non-returnable, except in the case of a defect or non-conformance. We recommend customers validate prototypes in their own test environment and report any issues within 14 days of receipt.

3. Non-conforming goods and defect claims

If the goods we deliver do not conform to the agreed specification, are damaged in transit, or have a manufacturing defect, please contact us as soon as reasonably possible:

• Email: info@tonecooling.com — subject “Non-conformance claim”.
• Include: purchase order number, invoice number, batch/serial number, description of issue, and photographs of the defect and packaging.

Visible transit damage should be reported within 7 days of receipt. Latent defects should be reported within the warranty period stated in your purchase contract (see our Warranty Statement).

4. Remedies

Where we confirm that goods are non-conforming or defective, we will, at our option and without undue delay, provide one of the following remedies:

1. Repair the defective product;
2. Replace the product with conforming goods; or
3. Refund the purchase price of the affected units.

Where replacement goods are shipped, we bear the cost of outbound replacement freight by standard carrier. For returns of defective goods, we will provide Return Material Authorisation (RMA) instructions. Do not return any product without an RMA number.

5. Cancellation of orders

Orders for standard catalogue items (if any) may be cancelled at no charge until production starts. For custom orders, cancellation after production has started may incur a cancellation fee covering materials, labour, and machine time already committed. The specific fee is determined case-by-case and documented in the order cancellation notice.

6. Shipping and import costs

Unless otherwise agreed in writing, the customer is responsible for import duties, taxes, and customs clearance fees in the destination country. We cannot refund these third-party charges as part of a refund for defective goods.

7. Australian Consumer Law

For Australian customers transacting with TONECOOLING AUSTRALIA PTY LTD (ABN 96 653 174 040), the Australian Consumer Law applies directly. Nothing in this Policy excludes, restricts, or modifies the consumer guarantees under the Australian Consumer Law. Your consumer guarantee rights apply in addition to (and are not limited by) the remedies described in this Policy. To make a claim under the Australian Consumer Law, contact TONECOOLING AUSTRALIA PTY LTD at or info@tonecooling.com.

8. Contact

To discuss a refund, return, or non-conformance claim, email info@tonecooling.com with the subject line “Refund / RMA request” and include your purchase order number.

Australian customers: TONECOOLING AUSTRALIA PTY LTD (ABN 96 653 174 040), Suite 69, 139 Cardigan Street, Carlton VIC 3053, Australia. Phone: .