Warranty
How long is the Koanna® warranty?
Koanna® electronic products in our Technology Collection, when purchased directly from Koanna®, are covered by a 24-month limited warranty from the date of purchase. The warranty applies to the original purchaser, and you must be able to provide proo
What does the warranty cover?
The warranty covers defects in materials or workmanship that occur during normal use and maintenance during the 24-month warranty period. If your product has a covered defect, Koanna® may, at no charge:. Repair the product using new or refurbished re
What isn't covered by the warranty?
The warranty does not cover problems caused by:. Damage that is not the result of a defect in materials or workmanship. Failure to follow the instructions or guidelines provided with your product. Using the product in an environment that isn't suitab
Who is eligible for the warranty?
The warranty is available to the original purchaser of the product. You must also be able to provide proof of purchase when making a warranty claim.
My product isn't working properly. What should I do?
Please contact us at [email protected] and provide a detailed explanation of the issue. To help us understand what's happening, please provide photos or a video showing the problem. Depending on the issue, we may also ask you to follow some troubl
Why do you need a photo or video?
Photos and videos help us understand the issue and determine the likely source of the problem. This allows us to identify the most appropriate solution, whether that's troubleshooting, a replacement part, a repair or a replacement product. For some w
Will Koanna® repair or replace my product?
If the issue is covered by the warranty, we will determine the most appropriate solution. This may include:
Does a replacement product come with a new 24-month warranty?
No. A replacement product or replacement part carries the remaining warranty period of the original product. For example, if your original product has 8 months remaining on its warranty when it is replaced, the replacement will carry those remaining
Does the warranty cover normal wear and tear?
No. Reasonable wear and tear is not covered by the warranty. The warranty covers defects in materials or workmanship that occur under normal use and maintenance.
Does the warranty cover cosmetic damage?
No. Cosmetic damage such as scratches and dents is not covered by the warranty. Broken plastic on ports, cords or controllers is also not covered unless the failure was caused by a defect in materials or workmanship.
What proof do I need for a warranty claim?
You must provide proof of purchase to make a warranty claim. We may also ask you for photos or a video showing the issue. This helps us assess the problem and determine the appropriate solution.
How do I make a warranty claim?
Email [email protected] and provide:. Your proof of purchase. A detailed explanation of the problem. Photos or a video showing the issue. We'll review the information and let you know how to proceed.
What happens after I submit a warranty claim?
We'll review the information you've provided to understand the issue and determine the likely cause. Depending on the situation, we may:. Ask for additional information, photos or a video. Ask you to complete some troubleshooting steps. Determine whe
Can I return my product instead of making a warranty claim?
If you're still within the applicable return period, you may be able to return your product under our Return & Refund Policy. If the return period has passed and your product has developed a defect that may be covered by the warranty, please contact
What if I don't agree with the warranty terms?
Please read the warranty terms before using your Koanna® electronic product. If you do not agree with the warranty terms, do not use the product. Instead, return it within the applicable return period stated in our Return & Refund Policy for a refund