Changed your mind? No problem, unused items can be returned to us within 30 days of purchase. As long as we receive the returned item unopened and in a re-sellable condition we can offer you a full refund. Before you post it, wrap the product well in protective packaging (good old fashioned bubble wrap does the trick).
Returns from the UK? - Contact our Customer Service team first. We’ll send you a free QR code to make your return quick and easy.
Returns from outside the UK? - Then send it to the following address:
Koan UK Ltd
Unit 1A
Bulwark Industrial Estate
Bulwark
Chepstow
NP16 5QZ
It is a good idea to obtain proof of postage when you send your item, just in case. We will refund your purchase within 1-3 working days of receiving the goods. If you are making a return from outside of the EU it is important to mark all returns as RETURNED GOODS FAILED SALE. This must be clearly marked on the customs information document (CN22 or CN23 which is supplied by your local post office) on the outside of the packaging.
Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender. If you have paid import duty for goods received, and subsequently return the goods to us, it should be possible for you to claim a refund of duties from your local customs authority.
To do this, you will need to show them proof of duty paid and proof of export (such as certificate of posting) when claiming your refund. Should you have any further queries on duties payable/refundable, please contact your local customs authority.