Refund policy

To initiate a return, you can contact us at support@koanna.com. We will then let you know where and how to return your package. Items returned to us without first requesting a return will not be accepted.

Wellness Technology

We offer a risk-free 30-day try-it-out and return policy for most of our wellness technology (electrical products only). If you're not satisfied with your purchase, you can request a return and refund within 30 days of receiving the item. The 30-day period begins on the day you receive your product. Specific eligibility details for this policy are provided on each individual product page.

Non electrical products
We offer a 30-day return policy for unopened and unused non electrical products. The 30-day period begins on the day you receive your product.

Damages and problems
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item so we can assess the problem and correct it for you.

Processing of returns
Please note that returns may take a few days to process after your package arrives at the returns center. The cost of the return shipment is the responsibility of the customer. Products that have stains or damage beyond the normal use of the product (reasonable in our opinion) due to your use or ownership cannot be returned or refunded. The products must be returned with all items included in the box and the original packaging.

Refunds
Refunds are processed after we receive and process your return. Refunds are automatically processed through your original payment method, and it is not possible to process refunds through other payment providers. Please keep in mind that it may take some time for your bank or credit card company to process the refund. For hygienic reasons, please return the products fully cleaned and undamaged.

General
When ordering more than one of the same technology product (e.g. 2 sauna blankets), then the 30 day free trial policy applies to only one unit. This is because to trial a product it is only necessary to order a single unit. 

If a product is returned and refunded under the 30-day money-back-guarantee, the trial will not apply to any future purchases of the same product. This is to prevent customers from repeatedly buying and returning the same item. For these subsequent purchases, the standard 14-day EU right of withdrawal still applies, but the product must be unopened and unused.