Kogan offers a 14-days change of mind return policy on Kogan Exclusive Brands only. They are happy to repair or exchange products. However, unless required by the law, Kogan is unlikely to give you refunds.
About the Kogan return policy
All products sold by Kogan come with the guarantees of the Australian Consumer Law (ACL).
The ACL protects the customer from faulty products and products that don’t work as advertised. Depending on the severity of the problem, you have two options:
- In case of a major failure, you can choose to get a full refund, a replacement product, or a repair. Whichever you prefer, Kogan should respect it.
- However, in case of a minor failure, it is Kogan, who decides how to handle the issue. They are unlikely to give you a refund. Chances are they’ll try to repair the product, or – if a repair is not possible or would take unreasonably long – offer you an exchange.
Does Kogan offer a “change of mind return”?
Yes, Kogan offers change of mind returns, but only for certain products.
“Change of mind” returns are accepted for most Kogan Exclusive Brands:
Kogan, Komodo, Bubbli, Certa, Ovela, Cookmaster, BellaVita, Fortis, Vostok, Scharfen, Pestill, Ergolux, Orbis, Estelle, and Kromo branded products
Check out the “Warranty & Returns” section of a product page. If the product is eligible for a change of mind return, that information will be included there.
Of course, there are some strings attached:
- Certain products cannot be returned. E.g. due to hygiene reasons, health products are usually not covered by change of mind return policies.
- You must contact the Kogan Help Centre within 14 days of receiving the product.
- You have 10 days to return the product after contacting Kogan.
- Kogen will issue you a store credit that you can use for your next purchase. You are unlikely to get a refund. (Shipping costs are excluded.)
- The product must be in a re-saleable condition. The packaging must be intact, all accessories must be present.
- You should cover the cost of returning the product.
How to return a product to Kogan?
As Kogan is an online business, your first step should be to contact their Help Centre, you cannot do in-store returns.
If the product is damaged, Kogan is going to ask for photo or video evidence to be able to do an initial assessment.
If the Kogan customer service determines your product needs to be returned, they will guide you through the return process.
How much does the return cost?
If you are returning a faulty product under the ACL, all costs should be covered by Kogan.
However, if you are using their 14-days change of mind policy, return costs are covered by you.
What warranty does Kogan offer?
Most product come with a manufacturer’s warranty and Kogan also offer a Minimum Voluntary Warranty Policy.
You might also want to check out the Warranties and Consumer guarantees parts of the ACL, as they should also apply to your purchases at Kogan.
Manufacturer warranty
You can contact both Kogan and the manufacturer directly if a manufacturer’s warranty applies to your purchase.
Minimum Voluntary Warranty Policy
Depending on the price, Kogan examines your product for free within 1–3 years. If the product turns out to be faulty and the fault was not caused by you, depending on the time of purchase and type of product either:
- you can choose to get a full refund, a replacement, or a repair
- Kogan will try to repair the product or offer a replacement
For more info please see the “Kogan.com Customer Charter”.
Extended Care
Most retailers offer an extended warranty period on many of their products for a fee. Kogan is no exception.
The Extended Care plan not only offers an extended protection period but also applies to accidental damages, such as drops or spills.
Please note this plan must be purchased together with the product, it cannot be purchased later.
Kogan refund policy
Kogan is admittedly reluctant to give refunds. They only issue refunds when the ACL requires them to do so:
- In case of a major problem with your product, you can ask for a refund. Kogan might try to convince you to accept a repair or exchange, but if you are entitled to a refund under the ACL, Kogan should respect that.
- However, the ACL allows the retailer to decide how to compensate you in case of minor issues with your product. In theory, the compensation could be a refund, but Kogan is most likely to try to repair the product or offer a replacement product.
- If you are returning a product using Kogan’s change of mind return policy, you’ll get a store credit that you can use on your next purchase.
Kogan exchange policy
The same applies to exchanges as refunds. In case of major problems, or faulty products you can ask for a replacement.
However, minor problems do not entitle you to exchange, Kogan might choose to repair the product in such cases.