Return & Refund policy

To initiate a return, please email us at support@koanna.com. We’ll provide detailed instructions on where to send your package and how to complete the return process.

General Returns
Unopened and unused products are eligible for return within 30 days of purchase. Some items include a 30-day risk-free trial, allowing you to try the product and return it if it doesn't meet your needs. Eligibility for the risk-free trial varies by product — please refer to the individual product page for specific details.

Damaged or Incorrect Items
We kindly ask that you inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, please contact us immediately. We’ll evaluate the issue and work to resolve it as quickly as possible.

Return Processing
Once your return arrives at our returns center, please allow 7–10 business days for processing. Return shipping costs are the responsibility of the customer.

Refunds
Refunds are issued once the returned item has been received and processed. Refunds will be applied to your original method of payment — we are unable to issue refunds via alternative payment providers. Please note that your bank or credit card provider may take additional time to post the refund to your account.

For products eligible for a 30-day trial, only one unit should be ordered for testing. Ordering more than one is unnecessary, as a single unit is sufficient for evaluation. Additional units may need to be disposed of after the trial period, resulting in avoidable waste—something we strive to minimize.