Refund policy

I. General Policies

We believe in our products and stand behind them completely. If you are not completely satisfied with an eligible product purchased directly from KONO Nutrition, you may request a return or refund within 14 days of delivery, subject to the terms below.

If you would like to request a return, refund, or exchange, please review the applicable instructions below or contact us at support@kononutrition.com.

Purchases From Other Retailers

This Return & Refund Policy applies only to products purchased directly through KONO Nutrition's website.

Products purchased from a retail store, online marketplace, distributor, or other third-party retailer are subject to the return and refund policies of the original place of purchase. Please contact the retailer from whom you purchased the product to request a return, replacement, or refund.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your order arrives damaged or defective, or if you receive an incorrect item, please contact us within 7 days of delivery so we can evaluate the issue and make it right.

We may request photographs of the product, packaging, shipping materials, and/or shipping label to help us evaluate the issue.

Approved claims involving products that arrived damaged, defective, or incorrect will be handled separately from our standard satisfaction policy and will not count against your eligibility for a satisfaction-based refund.

Exchanges

If you would like to exchange an eligible product, please contact us to request an exchange.

Once your exchange is approved, KONO will provide and cover the cost of a return shipping label for eligible domestic exchanges, along with instructions on how and where to send the product.

Once we receive and process the returned product, we will ship your replacement product.

Please do not send products back to us without first contacting our team, as unauthorized returns may not be accepted or eligible for an exchange.

Refunds & Shipping Charges

All approved refunds will be issued to your original payment method.

Refunds are limited to the subtotal actually paid for the eligible product(s) after any applicable promotions or discounts. Original shipping charges are non-refundable.

If KONO requires an unopened product to be returned, KONO will provide and cover the cost of the return shipping label for eligible domestic returns. The original shipping charges paid when placing the order will not be refunded.

Please keep in mind that your bank or credit card company may require additional time to process and post an approved refund.

II. Supplements

If for any reason you are not completely satisfied with an eligible KONO supplement purchased directly from our website, you may request a refund within 14 days of delivery.

To be eligible for a refund, you must contact us within the 14-day period and provide your order information or other proof of purchase.

Opened Supplements

If you have opened your supplement and are not completely satisfied, please contact us within 14 days of delivery.

You do not need to return an opened supplement to us.

Once your refund request is reviewed and approved, we will issue a refund for the subtotal actually paid for the eligible product after any applicable promotions or discounts. Original shipping charges are non-refundable.

Unopened Supplements

If your supplement is unopened, KONO may require the product to be returned before issuing a refund.

For eligible domestic returns, if a return is required, KONO will provide and cover the cost of the return shipping label and provide instructions on how and where to send your package.

Please do not send products back to us without first contacting our team, as unauthorized returns may not be accepted or eligible for a refund.

Once the return is received and approved, we will issue a refund for the subtotal actually paid for the eligible product after any applicable promotions or discounts. Original shipping charges are non-refundable.

Natural Product Variations & Clumping

KONO products are made with thoughtfully selected ingredients, including real food ingredients, and without unnecessary anti-caking agents or additives. Because of this, some of our powdered products may naturally clump, cake, or vary slightly in texture, particularly when exposed to changes in temperature or humidity during shipping or storage.

Minor or natural clumping is normal and, by itself, is not considered a product defect or an eligible reason for a return, replacement, or refund. In most cases, clumps can simply be broken apart or the product can be shaken or mixed before use.

To help minimize clumping, always reseal the package completely after use and store the product in a cool, dry place.

However, if your product arrives with unusual moisture, a broken or compromised seal, signs of contamination or spoilage, or another condition that causes you to believe the product may be defective or unsafe, please do not use it. Contact us within 7 days of delivery at support@kononutrition.com and include photographs of the product and packaging so our team can evaluate the issue.

Claims involving a potentially damaged, contaminated, or defective product will be evaluated under our Damaged, Defective, or Incorrect Items policy above.

Fair Use & Refund Abuse

Our return and refund policy is intended to give customers the confidence to try KONO products without taking on unnecessary risk. We also reserve the right to protect this policy from misuse or abuse.

KONO may limit or deny a refund request if we reasonably determine that a customer is abusing or attempting to abuse this policy. Examples may include, but are not limited to, excessive or repeated refund requests, requests involving unusually large quantities of opened products, multiple refund requests associated with the same customer or household, or other patterns of activity that reasonably indicate misuse of the policy.

KONO reserves the right to review refund eligibility on a case-by-case basis and may limit future eligibility for refunds in cases of repeated or suspected abuse.

Nothing in this section is intended to limit any rights or remedies available to customers under applicable law.

III. Other Products

We understand the difficulties that can come with buying clothing and similar items online. If your purchase does not fit how you had hoped, or if you have another issue, please contact us at support@kononutrition.com.

To be eligible for a return of a non-supplement product, you'll need your order information or other proof of purchase, and the product must still be in new condition. If there are signs of wear or use, we may not be able to accept the return or issue a refund.

If your return is accepted, we'll provide and cover the cost of a return shipping label for eligible domestic returns, along with instructions on how and where to send your package.

Please do not send items back to us without first contacting our team, as unauthorized returns may not be accepted or eligible for a refund.

Once our team receives and approves your return, we will issue a refund for the subtotal actually paid for the eligible product after any applicable promotions or discounts. Original shipping charges are non-refundable.

IV. Lost, Missing, or Stolen Packages

Customers are responsible for providing a complete and accurate delivery address and, where applicable, a secure location for delivery.

If your package is delayed or appears to have been lost while in transit, please contact the applicable shipping carrier using the tracking information provided with your order. You may also contact KONO at support@kononutrition.com, and we will provide reasonable assistance with information needed to investigate the shipment or submit an eligible carrier claim.

If tracking information provided by the shipping carrier shows that an order was delivered to the address provided at checkout, KONO is not responsible for packages that are subsequently lost, misplaced, or stolen.

Customers experiencing a missing package that has been marked as delivered should first check the surrounding delivery area, household members, neighbors, building management, or other locations where the carrier may have left the package and then contact the shipping carrier to initiate an investigation or claim.

KONO does not guarantee replacement or reimbursement of orders that the shipping carrier has confirmed as delivered. Any replacement or other accommodation offered by KONO in these circumstances is at KONO's discretion, except where otherwise required by applicable law.

V. Subscription Orders

Customers are responsible for managing and canceling their subscriptions before the next scheduled order is processed.

Canceling a subscription prevents future subscription orders from being processed. Cancellation does not automatically cancel or refund an order that has already been processed, charged, or shipped.

If you no longer wish to receive an upcoming subscription order, you must cancel your subscription before that order is processed.

Subscription orders that have already been processed are subject to the same return and refund eligibility requirements described in this policy. Forgetting to cancel a subscription before a renewal order is processed does not, by itself, make the order eligible for a refund or cancellation.

If a processed subscription order is still eligible for a return under this policy and the product is unopened, please contact us. If a return is approved, the applicable return procedures described above will apply.

Once an order has shipped, original shipping charges are non-refundable.

Nothing in this section affects any cancellation or renewal rights provided under applicable law.

VI. International Orders

Unless otherwise stated, customers purchasing from outside the United States are responsible for all costs associated with returning an eligible product to KONO, including international return shipping charges.

KONO does not provide prepaid return shipping labels for international returns or exchanges.

Original shipping charges, international shipping charges, customs duties, import taxes, brokerage fees, and other fees associated with an international order are non-refundable, except where otherwise required by applicable law.

If an international return is approved, the customer will receive instructions regarding where and how the eligible product should be returned. Products should not be returned without first contacting KONO and receiving return authorization.

Once an eligible return is received and approved, KONO will issue a refund for the subtotal actually paid for the eligible product after any applicable promotions or discounts.

International customers are responsible for ensuring that the products they order may legally be imported into and delivered within their destination country. KONO is not responsible for delays, refusals, seizures, or additional charges imposed by customs authorities or other government agencies, except where otherwise required by applicable law.