Refund policy

Return and refund policy

Pending review: This policy draft was prepared from tonies support-center return and refund guidance and should be reviewed before final approval.

Returns

We accept returns of eligible Tonies and accessories purchased through this store within 30 days of purchase. Returned items should be unopened, unused, in their original packaging, and include their original contents.

Toniebox Starter Sets and eligible bundles may qualify for an extended return period under the 100 Day Happiness Guarantee. Eligibility depends on the product and purchase channel.

Exchanges

We do not currently offer exchanges. If an item is eligible for return, customers may submit a return request and place a new order separately.

Shipping costs

Shipping costs are non-refundable unless otherwise required by law or confirmed by customer support for a specific issue.

Starting a return

To start a return, customers should use the return process provided by customer support, enter the requested order and contact information, select a shipping method, print the return label, attach it to the package, and drop it off with the designated carrier.

Refund timing

After a return arrives at the warehouse, it may take up to 14 business days to inspect and process. Once processed, the refund is issued to the original payment method. Depending on the customer's bank, the refund may take an additional 1 to 5 business days to appear.

Damaged, defective, or incorrect items

If an order arrives damaged, defective, or incorrect, customers should contact customer support with the order details and any requested photos so the issue can be reviewed.