Return & Exchange

At DrTono, we want every customer to feel confident in their purchase. If a product is not the right fit for your needs, our team is here to help you explore the best solution—whether that is product guidance, an exchange, or a return.

Because DrTono products are professional ophthalmic and diagnostic devices, returns are reviewed to help ensure product quality, safety, and resale eligibility.

You may submit a return or exchange request within 30 calendar days of the delivery date shown in the carrier’s tracking record.

Requests submitted after this 30-day period will not be accepted, except where required by applicable law.

Submitting a request within 30 days does not guarantee approval. All returns and exchanges are subject to DrTono’s review and require prior written authorization before any item is sent back.

Warranty claims are handled separately in accordance with our Warranty Policy.

To be eligible for return, the product must be returned with its original device, accessories, cables, adapters, manuals, packaging, and any promotional items included with the order.

We understand that customers may need to open a product to inspect it. Products that have been opened may still be eligible for return, provided they remain complete, undamaged, and suitable for resale.

Please do not return a product without written authorization from DrTono.

If the returned product is received in complete, undamaged, and resalable condition, DrTono will provide a 100% refund of the product purchase price.

A full refund is available only when:

• The return request was submitted within 30 calendar days of delivery;
• The return was approved by DrTono;
• The product is returned with all originally included items; and
• The product condition does not affect its ability to be resold.

If a returned product has been opened, used, has missing items, shows signs of wear, or is otherwise in a condition that affects its resale value, a restocking fee of 10%–30% of the product purchase price may apply.

The exact restocking fee will be determined based on the product’s condition, completeness, packaging, and the extent to which its resale value has been affected.

DrTono will inspect the returned product and determine the applicable fee before finalizing the refund. If a product is not suitable for resale or cannot be accepted for return, our team will contact you to discuss the available options.

To begin a return or exchange request, please email info@drtono.com with:

• Your name and order number;
• Product model and serial number;
• The reason for your request;
• Whether you would prefer a refund, exchange, or product guidance;
• Photos or videos of the product and packaging, if available or requested.

Our support team will review your request and provide clear next-step instructions.

For approved returns, DrTono will provide return instructions.

Unless the return is due to an incorrect item, verified shipping error, or confirmed product defect, customers are responsible for return-shipping costs. We recommend using a traceable shipping method and securely packaging the product to prevent damage during transit.

If a return is due to a verified DrTono error or confirmed warranty issue, we will work with you to arrange an appropriate solution.

Once an approved return is received, our team will inspect the product to confirm its condition and completeness.

Approved refunds will be issued to the original payment method within 5–10 business days after inspection. Your bank, card issuer, or payment provider may require additional time to post the refund.

Original shipping charges, expedited-shipping fees, customs duties, taxes, and other non-product charges are generally non-refundable, unless the return is due to a verified DrTono error or otherwise required by applicable law.

Exchange requests must be submitted within the same 30-day return window and are subject to product availability and return approval.

If the replacement product has a higher price, the customer is responsible for the price difference and any applicable shipping, tax, or import charges. If the replacement product has a lower price, any approved difference will be handled after the original product is returned and inspected.

In most cases, the original product must be returned before the replacement product is shipped.

If your order arrives damaged, incomplete, incorrect, or appears to have a manufacturing defect, please contact us promptly at info@drtono.com.

Please include your order number and clear photos or videos when available. Our team will review the issue and work with you toward the most appropriate solution, which may include replacement, return, or warranty service.

For return, exchange, or product-support assistance, please contact:

DrTono Support
Email: info@drtono.com