Within 15 days of receiving your product, if you discover any quality issues (non-intentional damage, such as a Toniebox not turning on properly, malfunctioning buttons, obvious workmanship defects on the toy, or no sound from the earphones), you may request a return or exchange with proof of purchase (order number, receipt, etc.). Customers must provide clear photos or videos of the problem. Once customer service confirms that the problem meets the quality standards, the store will cover the round-trip shipping costs and process the return or exchange.
For returns or exchanges due to personal reasons (such as the wrong size or dislike of the product), you may request a return or exchange within 30 days of receiving the product, provided the product is in perfect condition (unopened and used, free of scratches or stains), has all accessories (including the manual, warranty card, and gifts), and is in good packaging. Return and exchange shipping costs are the customer’s responsibility. Return refunds will be deducted from the shipping costs and will be based on the actual amount paid. For exchanges, the customer will need to pay the difference in round-trip shipping costs. Returns and exchanges are not accepted in the following circumstances:

The product has been used (e.g., the Toniebox has been activated online, the doll shows signs of wear, the headphones have been worn, etc.), damaged (e.g., the outer shell has been cracked due to a drop, water damage, etc.), or the packaging is missing or damaged.

Customized products (e.g., Tonies dolls with special engraving or custom designs) are unique and cannot be resold.

Once purchased and activated, digital products such as audio libraries are non-refundable. Since digital products are reproducible, their integrity cannot be guaranteed after activation.

The specified return and exchange period (calculated based on the time of receipt) has expired.

Products not sold by this store or products that do not match the order information.​
Return and Exchange Process: Customers contact store customer service to explain the situation and submit photos/videos of the problem. After customer service confirms that the product meets the return and exchange requirements, they will provide a designated return address and return instructions. Customers must properly package the product and return it to the designated address within [X] days, specifying the order number and reason for return. Upon receipt, the store will inspect the product within 3 business days. Once the product is confirmed to meet the requirements, a refund (return to the customer’s original payment account) or exchange (with a new product shipped promptly) will be processed within 5 business days. If the product does not meet the requirements, the product will be returned and the reason will be explained to the customer.