Refund policy
Returns
Our return policy is valid for 30 days from the order delivery date. If 30 days have passed since your order was delivered, unfortunately, it won't be eligible for a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
Return & Exchange Request Process
Orders that arrive damaged or defective may be eligible for an exchange. If you would like to submit a request for an exchange (for the same item) please contact us via email (orders@koena.com.au). Please include in your email a photograph of the item in question, a summary of the damage or defect and proof of your purchase. A Koéna team member will endeavour to respond to you promptly to resolve the issue.
Processing Time:
Please note that return processing times may vary based on your location. We endeavour to resolve return requests in a timely manner.
Refund Processing
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. You will also receive an email to notify you of the outcome once the item has been inspected. If your return request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.
Shipping Returns
If you have been requested to return a damaged or defective product please address it to 'Koena' at 34 Cahill Street, Dandenong South VIC 3175, Australia. You will be responsible for paying for packaging and shipping for returns. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often a processing period before a refund is received and visible to you. If you’ve followed these steps and still haven't received your refund, please contact us at contact@koena.com.au.
Partial Returns
There are certain situations where only partial refunds may be granted (if applicable);
- Any item not in its original condition
- Is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Sale items
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Questions?
If you have any questions, please contact us by emailing hello@koena.com.au