Return & Refund Policy

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Koanna® 

Returned products are inspected.If an item has been damaged, used beyond what is permitted for inspection, is incomplete, or is returned in a condition that doesn&apos;t match the return request, the refund may be refused and the item may be returned to you.

Returned products are inspected. If an item has been damaged, used beyond what is permitted for inspection, is incomplete, or is returned in a condition that doesn't match the return request, the refund may be refused and the item may be returned to

What happens if my returned product has been used beyond inspection?

Returns & Refunds

Where does Koanna® ship?

How long will my order take to arrive?

When will my order be dispatched?

Do I have to pay customs or import duties?

How much does shipping cost?

Shipping

What information should I provide when contacting Koanna® about a delivery problem?

My tracking hasn't updated. What should I do?

My order says delivered, but I haven't received it. What should I do?

My order is delayed. What should I do?

My parcel is being returned to sender. What happens now?

My parcel was delivered to a collection point, but it hasn't arrived there yet. What should I do?

Why was my parcel returned to sender even though my address is correct?

I entered my address correctly, but my parcel has an address problem. What should I do?

My parcel has been lost in transit. What happens now?

My order is stuck in transit. Does that mean it's lost?

My parcel is being returned to sender. What does this mean?

My parcel has been delivered to a collection point. What should I do?

Order Status

Can I change or cancel my order?

Can I change my delivery address after placing my order?

Order Update

My order arrived damaged. What should I do?

An item is missing from my order. What should I do?

I received the wrong product. What should I do?

I received the wrong quantity or order value. What should I do?

I received a product that looks used or different from what I expected. What should I do?

Order Issues

Orders & Shipping

What is Koanna®’s return policy?

Which products must remain unopened?

What is the 30-day risk-free trial?

Can I return a product after using it?

How do I start a return?

How long does a return take to process?

Who pays for return shipping?

When will I receive my refund?

Can I return my order if I change my mind?

I ordered the wrong product. Can I return it?

I found another Koanna product that suits me better. Can I exchange my product?

My product isn't working properly. Is that a return?

How long is the Koanna® warranty?

What does the warranty cover?

What isn't covered by the warranty?

Who is eligible for the warranty?

My product isn't working properly. What should I do?

Why do you need a photo or video?

Do I need to troubleshoot my product before you replace it?

Will Koanna® repair or replace my product?

Does a replacement product come with a new 24-month warranty?

Does the warranty cover normal wear and tear?

Does the warranty cover cosmetic damage?

What proof do I need for a warranty claim?

How do I make a warranty claim?

What happens after I submit a warranty claim?

Can I return my product instead of making a warranty claim?

What if I don't agree with the warranty terms?

Warranty

Which Koanna® product is right for me?

Which Koanna® product is best for relaxation and stress relief?

Which Koanna® product is best for recovery after exercise?

Which Koanna® product is best for pain and sore muscles?

Which Koanna® product is best for skincare?

Which Koanna® product is best for acne and blemishes?

Which Koanna® product is best for fine lines and wrinkles?

Which product is best if I want something portable?

What's the difference between the Luma300™ and Luma1000™?

How do returns work?

What is covered by the Koanna® warranty?

My Koanna® product isn't working. What should I do?

Not sure which product to choose?

Choosing & Getting Help

Are there scientific studies on infrared sauna therapy?

What is the Koanna® Infrared Sauna Blanket?

Where can I use the Sauna Blanket?

What are the benefits of an Infrared Sauna Blanket?

Is Sauna Blanket as effective as a sauna cabin?

How does the Koanna® Sauna Blanket work?

How hot does the Sauna Blanket get?

How long should a Sauna Blanket session be?

Who is the Sauna Blanket for?

Does the Sauna Blanket help with sleep?

How often should I use the Sauna Blanket?

What should I wear inside the Sauna Blanket?

Does the Sauna Blanket produce red light?

What is the difference between infrared heat and red light therapy?

Is the Sauna Blanket low EMF?

Is the Sauna Blanket waterproof?

How do I clean the Sauna Blanket?

How do I store the Sauna Blanket?

What voltage does the Sauna Blanket use?

Can I use the Sauna Blanket if I'm pregnant?

What is the Koanna® Sauna Insert?

What is the Sauna Insert made from?

How do I use the Sauna Insert?

Do I need to clean my Sauna Blanket if I use the Insert?

Sauna Blanket Insert

What does the MultiGlo™ LED Mask do?

What makes MultiGlo™ LED Mask different?

How does blue light help with acne?

Can I use the LED Mask for redness or rosacea?

Can I use the LED Mask for psoriasis or eczema?

Does red light therapy help with sleep and mood?

Is the LED Mask backed by science?

What are the two LED Mask modes?

How long is an LED Mask session?

How often should I use the LED Mask?

Can I use both LED modes in one session?

How do I use the LED Mask?

Is the LED Mask suitable for all skin types?

Who should not use the LED Mask?

Can I use the LED Mask while doing other things?

What comes with the LED Mask?

MultiGlo™ LED Light Therapy Mask

What can I use a Koanna® Red Light Therapy Panel for?

Can red light therapy help with pain?

Can red light therapy help with recovery after exercise?

Can I use red light therapy on my face?

Can red light therapy help with skin?

Can I use red light therapy every day?

Do I need to wear goggles?

Is red light therapy safe?

Is Luma1000™ and Luma300™ backed by science?

Luma1000™ vs Luma300™

What is the Luma1000™?

Which wavelengths does the Luma1000™ use?

How powerful is the Luma1000™?

How many LEDs does the Luma1000™ have?

How long should I use the Luma1000™?

How far away should I stand from the Luma1000™?

Does the Luma1000™ have different brightness levels?

Does the Luma1000™ have a timer?

Does the Luma1000™ use pulsed light?

Does the Luma1000™ need to be mounted?

Does the Luma1000™ make noise?

What comes with the Luma1000™?

Luma1000™

What is the Luma300™?

Which wavelengths does the Luma300™ use?

How powerful is the Luma300™?

How many LEDs does the Luma300™ have?

How long should I use the Luma300™?

How far away should I be from the Luma300™?

Does the Luma300™ have different brightness levels?

Does the Luma300™ have a pulse function?

Does the Luma300™ have a timer?

Can I mount the Luma300™?

How big is the Luma300™?

Luma300™

What is the LumaTech™ Red Light Therapy Bandage?

What is the LumaTech™ Red Light Therapy Bandage designed for?

What are the benefits of red light therapy for joints and muscles?

Can I use the Red Light Therapy Bandage after exercise?

Is LumaTech™ backed by science?

Which wavelengths does Red Light Therapy Bandage use?

How long should I use the Red Light Therapy Bandage?

How often should I use the Red Light Therapy Bandage?

Can I use the Red Light Therapy Bandage on areas other than my knee?

Does the Red Light Therapy Bandage have different brightness levels?

Does Red Light Therapy Bandage have a pulse function?

How do I charge the Red Light Therapy Bandage?

Is the Red Light Therapy Bandage portable?

What comes with the Red Light Therapy Bandage?

Red Light Therapy Bandage

What is the Koanna® Deepr™ ØØ5?

What technologies does the Deepr™ ØØ5 use?

What LED light modes does the Deepr™ ØØ5 have?

What is LED light therapy?

What is EMS therapy?

What is vibration therapy?

Can I use LED, EMS and vibration at the same time?

How do I use the Deepr™ ØØ5?

Why should I use a water-based serum?

How often should I use the Deepr™ ØØ5?

How long is a Deepr™ ØØ5 session?

Can I use the Deepr™ ØØ5 on my neck?

Is the Deepr™ ØØ5 portable?

How do I charge the Deepr™ ØØ5?

What skin concerns can the Deepr™ ØØ5 help with?

Is the Deepr™ ØØ5 backed by science?

Deepr™ ØØ5

Product Guides & FAQs

Does Koanna® offer wholesale or B2B orders?

Where can I buy Koanna® products?

How can I get an invoice for my order?

Can I pay for my order in installments?

I’m having trouble with my payment. What should I do?

Does Koanna® offer dropshipping or reseller partnerships?

Can I collaborate with Koanna®?

General & Other Inquiries

What happens if my returned product has been used beyond inspection?Updated 3 months ago