Refund policy
We want you to be satisfied with your purchase. Please review our return and refund policy below before initiating a return.
How to Start a Return
To initiate a return, please email us at support@trykoanna.com
Our customer support team will provide you with detailed instructions, including where to send your package and how to complete the return process.
Please do not send products back without first contacting us and receiving return instructions.
30-Day Standard Return
You may request a return within 30 days of receiving your order.
To qualify for a standard return and refund, products must be:
- Unused beyond what is reasonably necessary to inspect the product
- In perfect, resale-ready condition
- Returned with all original packaging, accessories, manuals, and other items supplied with the product
Products that have been used beyond reasonable inspection, damaged after delivery, returned incomplete, or otherwise returned in a condition that prevents resale may not be eligible for a full refund.
For standard, non-defective returns, customers are responsible for return shipping costs unless otherwise stated or required by applicable law.
30-Day Risk-Free Trial
Certain products include a 30-day risk-free trial. Unlike our standard return policy, the risk-free trial allows you to use and try the eligible product during the trial period and return it if it does not meet your needs.
Eligibility and specific trial conditions vary by product. Please refer to the individual product page to confirm whether a product qualifies for the 30-day risk-free trial and to review any product-specific conditions.
The 30-day risk-free trial applies to only one unit of the same product. If multiple units of the same product are purchased, only one unit may be eligible for a refund under the trial.
We ask customers not to purchase multiple units of the same product solely for testing purposes. Ordering multiple units can result in unnecessary waste when tested products cannot be resold.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If you receive an item that is defective, damaged, or different from what you ordered, please contact us immediately at support@trykoanna.com.
If we determine that a product is defective or that you received an incorrect item, we will work with you to resolve the issue in accordance with applicable warranty and consumer protection requirements. Depending on the circumstances, this may include repair, replacement, or another appropriate remedy.
We cover reasonable return shipping costs for products confirmed to be defective, damaged upon arrival, or incorrectly shipped.
Return Shipping
For standard, non-defective returns, customers are responsible for return shipping costs unless otherwise stated on the applicable product page or required by law.
We recommend using a trackable shipping method when returning your order. Koanna is not responsible for return packages lost or damaged in transit when the return shipment is arranged by the customer.
Return Processing
Once your return arrives at our returns center, please allow 7–10 business days for inspection and processing.
All returned products are inspected. If an item is damaged, incomplete, used beyond the conditions permitted under the applicable return policy, or otherwise returned in a condition inconsistent with the approved return request, we may deny or reduce the refund where permitted by applicable law.
If a return is not eligible for a refund, we may return the product to the customer.
Refunds
Once your return has been inspected and approved, the applicable refund will be issued to the original payment method used for the purchase.
We are unable to issue refunds to a different card, bank account, or alternative payment provider.
After we issue the refund, your bank, credit card company, or payment provider may require additional time to process and post the funds to your account.
Original shipping charges are not refundable unless otherwise stated, required by applicable law, or the return is due to an error on our part.
Hygiene Products
For hygiene and safety reasons, products that are sealed in plastic or carry a hygiene label must be returned unused and unopened, with the seal or label intact. Once the seal or label has been broken or removed, the product is not eligible for return
Refused Deliveries
If you refuse delivery of an order without first arranging a return with us, the carrier may automatically send the package back to us as a Return to Sender (RTS) shipment.
Where permitted by applicable law, we reserve the right to deduct from your refund any non-refundable original shipping charges and any Return to Sender or return shipping fees charged to us by the carrier.
Any remaining eligible balance will be refunded to the original payment method after the returned order has been received, inspected, and processed at our warehouse.
Contact Us
If you have questions about a return, refund, or product eligibility, please contact us at:
support@trykoanna.com