At KoKonna, we want you to enjoy your digital art frame. If you are not completely satisfied with your purchase, we are here to help.

 

30-Day Return Guarantee

You may request a return within 30 days after receiving your product.

To be eligible for a return, the product must meet all of the following requirements:

● The product must be in its original condition and suitable for resale.

● The product must include the original packaging.

● All accessories, manuals, and included items must be returned.

● The product must not have damage caused by misuse, accidents, or improper handling.

● Proof of purchase must be provided.

 

Non-Quality Related Returns

For returns caused by personal reasons, including but not limited to:

● Changed your mind

● No longer need the product

● Personal preference

● Incorrect purchase decision

the customer is responsible for the return shipping cost.

After we receive and inspect the returned product, we will process the refund.

 

Quality-Related Issues

If your product arrives damaged, defective, or has a manufacturing issue, please contact us within 7 days after delivery.

KoKonna will review the issue and provide an appropriate solution, including:

● Troubleshooting assistance

● Replacement service

● Repair support when applicable

For confirmed quality issues, KoKonna will cover reasonable return shipping costs.

 

Return Process

To request a return, please contact:

Email: support@kokonna.art

Please provide:

● Order number

● Reason for return

● Photos or videos showing the issue (if applicable)

Our support team will review your request and provide further instructions.

Once your return is approved:

1.  Ship the product to the return address provided by KoKonna.

2.  Provide the tracking information.

3.  After the product is received and inspected, your refund will be processed.

 

Refund Processing

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days.

Please note that your bank or payment provider may require additional time to complete the refund process.

 

Exchange Policy

For products confirmed to have quality issues, KoKonna may provide a replacement unit of the same model or an equivalent model.

For non-quality related exchanges, please contact our support team for assistance.

 

Warranty Policy

1-Year Limited Warranty

All KoKonna products purchased through our official website include a 1-year limited warranty from the date of delivery.

This warranty covers defects caused by non-human factors, including:

● Hardware malfunction

● Battery-related defects

● Display functional issues

● Manufacturing defects

During the warranty period, KoKonna may provide:

● Technical support

● Repair service

● Replacement with the same or equivalent product if repair is not possible

 

Warranty Exclusions

This warranty does not cover:

● Damage caused by drops, impact, or physical abuse

● Water or liquid damage

● Unauthorized repair or modification

● Damage caused by third-party accessories

● Improper power supply usage

● Damage caused by misuse or failure to follow product instructions

 

E-Ink Display Notice

KoKonna uses E-Ink display technology, which works differently from traditional LCD or OLED screens.

During image updates, the display may temporarily flash or refresh. This is a normal characteristic of E-Ink technology and is not considered a product defect.

 

Personal Data Protection

Before returning your KoKonna frame:

● Please remove your account information.

● Please restore the device to factory settings.

● Please back up any personal photos or content you wish to keep.

KoKonna is not responsible for personal data loss during the return process.

 

Contact Us

KoKonna Customer Support

Email: support@kokonna.art