Refund policy

We'd rather you be happy than hold you to fine print. If something isn't right, email hi@korena.com.au and a real person on our team will sort it out.

Change of mind (unopened)

Unopened, unused masks in their original sealed packaging can be returned within 30 days of delivery for a refund or exchange. Return postage for change-of-mind returns is at your own cost, and we recommend a tracked service.

Partial returns from multipacks

If you bought a multipack (4-pack, 12-pack, etc.) and want to return some but not all of the individually-sealed masks, we'll refund the per-mask price you paid on that order. For example, one mask from a 4-pack at $44.90 is refunded at $11.23. Return postage is at your cost, so please weigh whether it's worth sending back for a small refund — email hi@korena.com.au first and we'll help you decide.

Opened products (hygiene)

Because our masks are single-use and sealed for hygiene, we can't accept opened packs back unless they arrived faulty. That's standard for skincare, and the honest reason, not a loophole.

Faulty, damaged or incorrect orders

If your order arrives damaged, faulty, or isn't what you ordered, we'll always make it right with a replacement or refund. Nothing in this policy limits your rights under the Australian Consumer Law: our goods come with guarantees that cannot be excluded. You're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.

How to start a return

Email hi@korena.com.au with your order number and what happened. We'll reply with the next steps and, where a return is needed, confirm the return address. Please contact us before sending anything back so we can track it. 

Return address (by arrangement)

Korena Returns, 31 Austin St, Seddon VIC 3011, Australia.

Refunds

Approved refunds go back to your original payment method, usually within 5-10 business days of us receiving your return or approving your claim. Original shipping is refunded only where the return is due to a faulty, damaged or incorrect item.