Items purchased from our website can be returned to us within 30 days of receipt of the products, provided they are complete and in an unused and undamaged condition. An exchange for another item is not possible. If you return products in accordance with this return policy, we will refund your purchase price, but not the shipping costs of your original purchase.
To do this, proceed as follows:
- Register your return via our returns portal.
Please make sure that you enter the email address that was used to place the order and make sure that it is written correctly (in lower and upper case). - As soon as you have completed the returns form, you will receive a prepaid return label for returns from our European delivery countries.
- This will be sent to you by email. Hand the parcel over to the shipping service provider (DHL) and keep the proof the postage in a safe place.
The credit amount will be refunded to you within 10 working days of receipt of the return using the payment method used for the order.
As soon as we have received and processed your parcel, we will confirm receipt by email. You will receive a separate email for each return.
A direct exchange or claim is not possible.
In the event of a dispute, please contact our support team and share the order number with us.
Please note: Bundles can only be returned in full. Partial returns/refunds are not possible.
Returning a Toniebox? Make sure to follow through the processes listed in the articles below to reset the Toniebox to factory settings and choose to either delete your Household or just remove the Toniebox from your Household before initiating your return: