Return & Refund Policy

Our Digital Integrity Promise

To maintain the integrity of our products and ensure every customer receives a brand-new, unactivated frame, we only accept returns for frames in their original, unactivated condition. Once a frame is activated, it becomes registered to your account.

The 30-Day Return Window

You have 30 days from the date of delivery to initiate a return. The return period is calculated from the date you receive the package (as confirmed by carrier tracking), rather than the date of purchase.

Returns initiated after this window will not be accepted unless covered by our technical warranty.

Return Conditions

To be eligible for a return and full refund, your frame must meet the following criteria:

Unactivated Status

The frame must not have been activated or set up. Once a frame is registered to an account and displays its first artwork, it is considered "used" and is no longer eligible for return. This ensures that every KoKonna customer receives a genuinely new product.

Original Packaging

The frame must be returned in its original, undamaged packaging, including:

• The original box and all internal protective materials.
• All accessories (power cable, mounting hardware).
• All original inserts, manuals, and documentation.

Physical Condition

The frame and its screen protection film must be intact, free from scratches, dents, or any signs of physical handling. All seals and stickers must remain in their original condition.

Defective or Incorrect Items

If you receive a defective or incorrect item, KoKonna will cover all return shipping and replacement costs. Please contact us immediately with photographic evidence of the issue.

The Return Process

Step 1: Contact Us

Email us at hello@kokonna.shop with your order number. We will respond within 24 hours on business days to confirm your return eligibility and provide a Return Authorization Number (RMA).

Step 2: Prepare for Shipment

Once approved, we will provide you with the return shipping address in Gothenburg and specific packing instructions. For our Swedish customers, we can provide a prepaid return label.

Step 3: Secure Packaging

Carefully repack the frame using all original materials. Please use an outer shipping box to protect the original product packaging. Write your RMA number clearly on the outer shipping label.

Step 4: Inspection & Approval

Upon arrival at our warehouse, our team will inspect the frame within 2-3 business days. You will receive an email confirmation once the inspection is complete.

Shipping & Costs

Standard Returns (Change of Mind)

For standard returns, the customer is responsible for return shipping costs and the risk of loss during transit.

• Sweden: If using our prepaid label, a flat fee of 150 SEK will be deducted from your refund.
• Other Nordic Countries: Customers are responsible for arranging and paying for tracked and insured return shipping.

Refunds

Approved refunds are processed within 3-5 business days back to your original payment method.

• Swish: Typically instant after processing.
• Klarna: 3-5 business days.
• Credit/Debit Cards: 5-10 business days depending on your provider.

Original shipping costs are non-refundable, except in cases of defective or incorrect items.

Two-Year Technical Warranty

While a frame cannot be returned once activated, it is fully protected by our Two-Year Technical Warranty. This covers manufacturing defects, hardware malfunctions, and software issues. We are committed to ensuring your digital gallery performs perfectly for years to come.

Questions?

Our customer service team is here to assist you:

• Email: hello@kokonna.shop
• Hours: Monday – Friday, 09:00 – 17:00 CET