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 (EU 14-Day Right of Withdrawal)
Customers may inspect their product and withdraw from their purchase within 14 days after receiving the product, without giving a reason.

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

To qualify for a withdrawal refund, returned products must be unused beyond inspection, in perfect, resale-ready condition, and include all original packaging and accessories as supplied. Use beyond normal inspection may result in exclusion from the right of withdrawal.

                                                                                                                                                  

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 hygiene and safety reasons, the above withdrawal right does not apply to products that are sealed in plastic or carry a hygiene label once the seal or label has been broken or removed. These products must be returned unused and unopened.

This includes:
LED Mask + Décolleté, Deepr5, Sauna Insert, 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 immediately.

If a product is found to be defective, we will resolve the issue in accordance with our warranty and conformity obligations, which may include repair or replacement. Return shipping costs for defective 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-defective returns, return shipping costs are the responsibility of the customer.

Our returns centre is located in Limburg, near the Dutch/German border.

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

                                                                                                                                                  

Refunds
Approved refunds are issued to the original payment method once the return has been processed. We are unable to issue refunds via alternative payment providers. Please note that your bank or card issuer may require additional time to post the refund.

                                                                                                                                                  

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.