Returns & Refunds
What is Koanna®’s return policy?
For customers in the EU, you have a 14-day right of withdrawal after receiving your order. During this period, you may open and inspect your product only as far as necessary to assess its nature and basic functionality, similar to what you could do i
Which products must remain unopened?
For hygiene and safety reasons, products sealed in plastic or carrying a hygiene label must remain unopened and unused if you wish to return them under the 14-day withdrawal policy. This currently includes:. MultiGlo™ LED Light Therapy Mask. Sauna In
What is the 30-day risk-free trial?
Some Koanna® products include a 30-day risk-free trial, allowing you to try the product and return it if it doesn't meet your needs. Trial eligibility and conditions vary by product, so please check the relevant product page. The 30-day trial applies
Can I return a product after using it?
It depends on the product. Under the EU 14-day withdrawal period, products may only be opened and inspected to the extent necessary to assess them as you would in a physical shop. Products covered by a 30-day risk-free trial may be used according to
How do I start a return?
Email [email protected] with your order number. We'll provide the instructions for returning your product.
How long does a return take to process?
Once your return arrives at our returns centre, please allow 7-10 business days for processing. All returned items are inspected before a refund is approved.
Who pays for return shipping?
For non-defective returns, return shipping is the customer's responsibility. For defective or incorrect items, Koanna® covers the return shipping costs.
When will I receive my refund?
Once your return arrives at our returns centre, please allow 7-10 business days for us to process it. All returned items are inspected before a refund is approved. Approved refunds are issued to the original payment method. Once issued, the refund ma
What happens if my returned product has been used beyond inspection?
Returned products are inspected. If an item has been damaged, used beyond what is permitted for inspection, is incomplete, or is returned in a condition that doesn't match the return request, the refund may be refused and the item may be returned to
Can I return my order if I change my mind?
Yes. Depending on your location and the product, you may be able to return your order under our applicable return policy or 30-day risk-free trial. If you're unsure whether your order qualifies, contact us at [email protected] with your order numb
I ordered the wrong product. Can I return it?
If you've ordered the wrong product, contact us as soon as possible at [email protected]. If your order hasn't shipped yet, we'll do our best to help before it leaves our warehouse. If it has already been delivered, you may be able to return it un
I found another Koanna product that suits me better. Can I exchange my product?
If you've purchased a product and realise that another Koanna® product would be a better fit, contact us at [email protected]. Depending on the product, order status and applicable return conditions, we may be able to arrange a return or exchange.
My product isn't working properly. Is that a return?
If your product isn't working as expected, please contact us at [email protected] before returning it. We'll first help determine whether the issue can be resolved through troubleshooting. If the product appears to be defective, we'll guide you th