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.
                                                                                                                                                 

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.
                                                                                                                                                

30-Day Risk-Free Trial
Some products 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 relevant product page for details.
                                                                                                                                                

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.
                                                                                                                                                

Multiple Units & Sustainability
For products eligible for a 30-day trial, we recommend ordering one unit only, as a
single unit is sufficient for evaluation. Ordering multiple units may result in
unnecessary waste — something we actively seek to avoid.