Returns and Refund Policy
You have 60 days from the date you receive your product to return it if you're not completely satisfied. We want you to be 100% confident in your purchase.
The satisfaction guarantee applies to one purchase per customer. To use it, request it by email with your order number within 60 days (see "How to start your return" below). It may require returning the product.
Extended return window
We want you to have plenty of time to try your product and make sure it's perfect for you. That's why we go beyond what the law requires and give you 60 calendar days from the date you receive your product to request a return.
The 60-day window starts the day you physically receive the product, not the purchase date. That means if your shipment takes longer, you don't lose any days from your return window.
How to start your return
Request your return
Send us an email at [email protected] with your order number and the reason for the return, within 60 days of receiving your product.
Return authorization
You'll receive an RMA (Return Merchandise Authorization) number along with detailed instructions to proceed with the return.
Prepare the shipment
Pack the product in its original packaging, including all accessories, tags, and documentation. Write the RMA number on the outside of the package.
Ship the product
Send the package to the address provided. Return shipping costs are the customer's responsibility, except in cases of a defective product or shipping error on our end.
Refund
Once we receive and inspect the product, we'll process your refund within 14 calendar days.
Conditions to accept returns
For us to accept your return, the product must meet the following conditions:
- Unused condition: The product must be unused, in perfect condition, and with all original tags attached. We won't accept products that show signs of use, wear, stains, odors, or any kind of alteration.
- Original packaging: The product must be returned in its original box or packaging, undamaged. Products returned in inadequate packaging that arrive damaged in transit will not be refunded.
- All accessories included: Must include all accessories, manuals, documentation, and components originally shipped with the product.
- Hygiene seal: Products with a hygiene protection seal cannot be returned if the seal has been broken, for health and safety reasons under applicable regulations.
- Within the window: The return request must be submitted within 60 calendar days of receiving the product.
Important: Product inspection
All returned products are thoroughly inspected upon arrival. We reserve the right to reject returns or apply a deduction to the refund if the product:
- • Shows clear signs of use or wear
- • Has been washed, modified, or altered in any way
- • Is damaged due to misuse or customer negligence
- • Is missing accessories, tags, or original components
- • Arrives in a condition that prevents resale as new
In these cases, the customer will be notified and can choose to: (a) accept a partial refund based on the product's depreciation, (b) have the product returned at their own shipping cost, or (c) donate the product with no refund.
Return shipping costs
| Reason for return | Return shipping | Refund |
|---|---|---|
| Change of mind | Paid by the customer | Product amount* |
| Defective or damaged product | Paid by KONIRIA™ | Full amount |
| Order error (our mistake) | Paid by KONIRIA™ | Full amount |
*For change-of-mind returns, only the product amount will be refunded. The original shipping fees (if any) are non-refundable. Return shipping costs are also non-refundable and are the customer's responsibility.
Refund timelines
- Once we receive the product at our facility, we have up to 14 calendar days to inspect the item and process the refund.
- Refunds are issued using the same payment method used for the original purchase.
- Depending on your bank or card issuer, the funds may take an additional 3-10 days to appear in your account after the refund is processed.
- You'll get a confirmation email at every stage of the process: when we receive the product, when inspection is complete, and when your refund is processed.
Size or color exchanges
If you'd like to exchange your product for a different size or color:
- Contact us within 60 days of receipt and let us know which exchange you'd like.
- We'll confirm availability of the requested product before proceeding.
- Shipping costs for the exchange are the customer's responsibility, both for the return shipment and the new shipment.
- The product to be exchanged must meet all return conditions (unused, with tags, complete original packaging).
- Important: Do not ship the product back before receiving prior authorization. Unauthorized shipments will not be accepted.
Defective or damaged products
If you receive a defective, damaged, or wrong product:
- Contact us right away: Let us know within 48 hours of receiving the package.
- Provide evidence: Send us clear photos showing:
- The defect or damage to the product
- The outer packaging (if it arrived damaged)
- The shipping label on the package
- The order number, clearly visible
- Describe the issue: Explain in detail what the defect or error is.
- Resolution: We'll offer you the following options:
- Free replacement (subject to availability)
- Full refund, including original shipping costs
- Partial discount if you prefer to keep the product
Important note: Defect or damage claims submitted more than 48 hours after receipt may not be eligible under this guarantee, since we won't be able to verify whether the damage occurred in transit or from later use.
Exclusions and limitations
Returns will not be accepted in the following cases:
- Personalized or custom-made products specifically for the customer
- Products with a hygiene seal that has been removed (except for manufacturing defects)
- Requests submitted outside the 60-day window from receipt
- Products that don't include the RMA number on the package
- Shipments sent without prior return authorization
- Products purchased in special promotions marked as "final sale" or "non-returnable"
- Fraudulent or abusive returns detected by our system
Anti-fraud policy
To protect our honest customers and keep prices competitive, we actively monitor for patterns of fraudulent or abusive behavior.
We reserve the right to:
- • Reject or limit returns from customers with a history of excessive or suspicious returns
- • Close accounts that show patterns of fraudulent use (for example, using products and systematically returning them)
- • Require additional identity verification in suspicious cases
- • Deny future purchases from customers who abuse the returns policy
- • Take legal action in cases of confirmed fraud
Examples of behavior considered abusive: returning products after using them for a specific event, systematically returning multiple products, swapping tags, returning products different from those received, or any other fraudulent practice.
Frequently asked questions
Can I try the product before deciding if I want to keep it?
Yes, you can inspect the product to make sure it's what you expected. However, this doesn't mean you can use it extensively. The product must be returned with no signs of use, with all tags attached, and in resellable condition.
What does "no signs of use" mean?
The product must be exactly as you received it: no stains, no odors, no wear, no alterations, with all original tags in place, and without having been washed or modified in any way. It must be sellable as new to another customer.
Can I return a product if I've used it once?
No. The right to return allows you to inspect the product, not to use it. Products with clear signs of use will not be accepted for a full refund. At best, a partial refund may be offered based on the product's condition.
Do you refund shipping costs?
Only in cases of a defective product or a shipping error on our part. If you return for a change of mind, shipping costs (both the original and the return shipping) are non-refundable.
How long does a refund take?
Up to 14 days from the time we receive the returned product to inspect it and process the refund, plus an additional 3-10 days depending on your bank. We'll keep you updated by email at every stage.
What if my product arrives after a long delay?
The 60-day window starts when you receive the product, not when you purchase it. If shipping takes longer than expected, don't worry, you'll still have your full 60 days starting from the date of receipt.
Do I need the original packaging?
Yes, it's required. The product must be returned in its original box or packaging in good condition. If the packaging has been significantly damaged, it could affect the refund amount.
What is the RMA number and why do I need it?
The RMA (Return Merchandise Authorization) is the authorization number we assign when we approve your return. It must be written on the outside of the package. Without this number, we won't be able to identify your return and it may be rejected.
Can I return a product if I removed the tags?
No. Tags must stay attached to the product. If you've removed them, the product is considered used and won't be accepted for a full refund. This is a standard policy in e-commerce.
Do you offer cash refunds?
No. All refunds are processed using the same payment method you used for the purchase (credit card, PayPal, etc.). We do not issue cash refunds under any circumstances.
Contact
Need help with your return?
Email: [email protected]
Our commitment to you
We want you to be fully satisfied with your purchase. This policy is designed to protect both your consumer rights and the sustainability of our business. Thank you for your understanding and cooperation in keeping the system fair for everyone.