Customer information

Returns and refunds

Before returning an item

Contact Kiona within 14 days of delivery before sending anything back. Include the order reference and item name. Products must be unused, unopened, and in their original condition unless they arrived damaged, defective, or incorrect.

Personal-care products

For hygiene and safety, opened or used personal-care products are not returnable for a change of mind. This does not limit rights that cannot legally be waived.

Damaged or incorrect orders

Report visible damage or an incorrect item within 7 days of delivery and include clear photos of the product and packaging. Kiona will review the issue and provide the appropriate replacement, refund, or next step.

Refund timing

Approved refunds are sent to the original payment method. Processing time after approval depends on the payment provider and financial institution.