Dear Tonie-Fans, Grandparents, and Educational Explorers!
At Tonies Schnäppchen, we want you to be completely satisfied with your purchase of our educational audio experiences for children. If for any reason you’re not happy with your Tonies figures, Tonieboxes, or accessories, we offer a straightforward returns and exchange process.
Our Return Policy
You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:
- The item must be unused and in the same condition as when you received it
- The item must be in its original packaging
- You must have the original receipt or proof of purchase
Non-Returnable Items
Due to the nature of these products, the following cannot be returned:
- Opened Tonies-Figuren (Tonie figures) as they contain digital content
- Downloadable digital products from our Musik or Hörbuch Hörspiel categories
- Personalized items from our Kreativ Tonies collection
How to Initiate a Return or Exchange
Step 1: Contact Our Customer Service
Email our customer service team at [email protected] with the following information:
Return/Exchange Request Template:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Body:
Dear Tonies Schnäppchen Team,
I would like to request a [return/exchange] for my order #[Your Order Number].
Item(s) to return/exchange: [Product Name(s)]
Reason for return/exchange: [Brief explanation]
Preferred resolution: [Refund/Exchange for specific item]
Please advise on next steps.
Best regards,
[Your Full Name]
[Your Contact Information]
Step 2: Receive Return Authorization
Our team will respond within 1-2 business days with:
- A Return Merchandise Authorization (RMA) number
- Return shipping instructions
- Any special instructions for your specific items
Step 3: Package and Ship Your Return
Please include the following with your return:
- The RMA number clearly visible on the outside of the package
- All original items in their packaging
- Any accessories or documentation that came with the product
Ship your return to:
Tonies Schnäppchen Returns
Bonner Ring 63
Mülheim, DE 27188
Germany
Step 4: Processing Your Return
Once we receive your return, we will inspect it and notify you of the approval or rejection of your refund/exchange within 3-5 business days.
Refund Information
Refund Method and Timing
If approved, your refund will be processed to your original payment method:
- Credit card payments (Visa, MasterCard, JCB): 5-10 business days after processing
- PayPal payments: 3-5 business days after processing
Please note that shipping costs are non-refundable unless the return is due to our error.
Exchange Processing
For exchanges, we will ship your replacement item once we receive and process your return. Shipping times will follow our standard delivery estimates:
- Standard shipping: 10-15 business days via DHL or FedEx
- Free shipping: 15-25 business days via EMS (for orders over $50)
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We will arrange for a replacement at no additional cost to you.
International Returns
For returns from outside Germany:
- You are responsible for return shipping costs
- Please mark the package as „Returned Goods“ to avoid customs charges
- We cannot refund original shipping costs for international orders
Questions?
Our friendly customer service team is happy to help with any questions about returns or exchanges. Contact us at:
Email: [email protected]
Mail: Tonies Schnäppchen, Bonner Ring 63, Mülheim, DE 27188, Germany
Thank you for being part of the Tonies Schnäppchen family!
The Tonies Schnäppchen Team