Tonie Warranty and fault resolution

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

When you feel you have defective goods in the event of a warranty claim, please firstly contact the Tonies support team either via phone or email (replies are usually dealt with within 7 working days) https://support.tonies.com/. 

The support team can access the starter sets and Tonies remotely via the chip inside, and possibly resolve the issue avoiding exchange or replacement. They can also answer all general questions about:

• Set up
• Wifi
• Operations
• Battery & Charging station
• Error Messages 

In the result of a 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. 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 first. Even better if you have it, a screen shot or copy of the email from customer services will enable a speedy resolution from us.

If you have any technical questions, the colleagues on the Tonie support
telephone 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