Tonie Warranty and Fault Resolution

Think you have a problem

with your Toniebox or accessories?

The statutory warranty rights apply exclusively to Tonies products, and cover your purchases for a period of 2 years.

General Queries

We have a demo box in store and can help with general questions regarding your Toniebox and accessories. Tonies support can answer all general questions about:
  • Set up
  • Wifi
  • Operations
  • Battery & Charging station
  • Error Messages 
You can also find answers to common questions here:

Diagnosing Faulty Products

When you feel you have defective goods and wish to make a warranty claim, please firstly contact the Tonies Support Team either via phone or email. 
We strongly recommend calling, rather than sending an email,  as a fault can be diagnosed quicker on a verbal conversation.
The support team can access the Toniebox and Tonies remotely via the chip inside, and possibly resolve the issue avoiding exchange or replacement. 

Getting your replacement

In the result of a required return/replacement or refund -  Please note that Tonies do not send the replacement product directly to the end customer, but as a contractual partner we will always work in tandem to get a replacement product to you as soon as possible. 

You no longer have to return the item(s) to us for a replacement. But we do need a customer support reference number provided by the support team as proof of contact, and confirmation that the issue cannot be resolved. Even better if you have it, a screen shot or copy of the email from customer services will enable a speedy resolution from us. We also need a photograph showing the ID code from the bottom on the box. The best way to send this to us is via email or Facebook Messenger


Contact Details

If you have any technical questions, the colleagues on the Tonie Support Team will be happy to help you.

You can reach them Monday to Friday from 8am to 2pm. and Saturday from 9am to 1pm on +44 (0)20 31 92 14 92
To email Tonies :