Return and Refund Policy

To initiate a return, please contact us at support@koanna.co.uk. We will provide
instructions on where to send your package and how to complete the return process.
                                                                                                                                                

General Returns (UK 14-Day Right to Cancel)
UK customers have the right to cancel their purchase within 14 days of receiving
the product, without giving a reason.

During this 14-day cancellation period, products may be opened and inspected only
to the extent necessary to assess their nature, characteristics, and basic
functionality, as would be possible in a physical store.

If the product has been handled beyond what is necessary for inspection, we may
deduct an amount reflecting the loss in value, or the right to cancel may no
longer apply where the product cannot be resold.

Returned products must include all original packaging, accessories, and
components supplied.

                                                                                                                                                

30-Day Risk-Free Trial
Some items include a 30-day risk-free trial, allowing you to try the product and return it if it does not meet your needs. Eligibility and conditions vary by product — please refer to the individual product page for specific details.

The 30-day trial applies to only one unit of the same product. Please do not order multiple units, as one is sufficient for testing. In the case of multiple purchases, only one unit will be eligible for a refund.

Ordering multiple units can lead to unnecessary waste if they need to be discarded after testing — something we consciously aim to avoid.

                                                                                                                                                 

Hygiene Products
For health and hygiene reasons, the right to cancel does not apply to products that
are sealed for hygiene purposes once the seal or hygiene label has been broken
or removed.

These products must be returned unused and unopened.

This includes:
LED Mask, Red Light Therapy Bandage.
                                                                                                                                                

Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If you receive a defective, damaged, or
incorrect item, contact us as soon as possible.

Where a product is faulty, we will resolve the issue in accordance with the Consumer
Rights Act 2015, which may include repair or replacement.

Return shipping costs for faulty or incorrect items are covered by us.
                                                                                                                                                 

Return Processing
Once your return arrives at our returns center, please allow 7–10 business days for
processing.

For non-faulty cancellations, return shipping costs are the responsibility of the
customer.

All returned items are inspected. If an item is returned damaged, incomplete, or in a
condition inconsistent with the cancellation request, a refund may be reduced or
refused, and the item may be returned to the customer.
                                                                                                                                                

Refunds
Approved refunds are issued to the original payment method. Processing times may
vary depending on your payment provider.
                                                                                                                                               

Refused Deliveries

If a delivery is refused by the customer, the order will be returned to us by the courier (“Return to Sender”). In such cases, we reserve the right to deduct the original shipping costs as well as any return-to-sender (RTS) or return shipping fees charged by the courier from the refund.

Any remaining balance will be refunded once the returned order has been received and processed at our warehouse.