Kogan.com Customer Charter
Your Rights Under the Australian Consumer Law
When purchasing goods and services from a business, consumers are provided with automatic guarantees and rights under the Australian Consumer Law (ACL).
The ACL states that goods must match any descriptions provided, be safe, lasting, and with no faults, and function as they are meant to. Services must be provided with acceptable care, skill, and technical knowledge and give the results that the consumer and the business have agreed on. These guarantees and rights provided by the ACL are known as ‘Consumer Guarantees’.
While Kogan.com provides our own guarantees under the Kogan.com Customer Charter, our goods also come with the benefit of the Consumer Guarantees that cannot be excluded under the Australian Consumer Law. These Guarantees mean that you are entitled to a replacement or refund for a major failure and compensation for any reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Consumer Guarantees generally apply for an amount of time that can be considered reasonable given factors such as the type and cost of the product or any representations made regarding the good’s longevity.
Change of Mind Returns
Kogan.com understands that you will not always be able to test and handle our products prior to purchase and that’s why we are proud to offer a 14-day Change of Mind Policy for many of our Exclusive Brand items.
Whilst we offer a 14-day Change of Mind Policy for many of our Exclusive Brand items, it is important to note that Consumer Guarantees do not apply if you simply change your mind, find the item cheaper elsewhere, decide you did not like the purchase, or have no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing.
Manufacturer Support - Faulty Products & Consumer Guarantees
In most instances, where you experience an issue with a product that comes with a manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy than us. Many manufacturers will have dedicated support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts.
You may prefer to contact the manufacturer directly to seek a resolution rather than Kogan.com.
If you would prefer Kogan.com to assist you, and choose not to go to the manufacturer, then our team will of course be happy to assist you.
Kogan.com provides a Marketplace that allows retailers to list their items on the Kogan.com store and sell their items directly to you. Marketplace sales are indicated with a Marketplace icon and retailer name directly above the product price on the listing.
Marketplace retailers accept all responsibility for their listings, and any assistance required in providing a remedy in line with your Consumer Guarantees. The Terms & Conditions for each Marketplace Retailer can be accessed from the relevant listing.
For Marketplace purchases, you can contact the retailer directly through your Kogan.com account dashboard by selecting the relevant order and choosing “Contact Support”. In the event that you are unhappy with the remedy offered by the Marketplace Retailer, or you believe the remedy is not in accordance with the ACL, please request the retailer to escalate your claim to a Kogan.com representative and we will be more than happy to assist you.
Kogan.com Support - Faulty Products & Consumer Guarantees
Kogan.com will provide a repair, replacement or refund in accordance with the Kogan.com Minimum Voluntary Warranty Policy as explained in the table below. The Kogan.com Minimum Voluntary Warranty Policy outlines the minimum remedies we will provide and the minimum time periods in which these are offered. These minimum time periods and remedies do not supersede your rights and guarantees under the ACL.
If a product has become faulty, or is no longer of acceptable quality as outlined in the ACL, please contact Kogan.com via your Kogan.com account dashboard or visit the Kogan.com Help Centre. You will need to provide proof of purchase in the form of an order reference, a copy of your invoice, or by contacting us using the email address that was used to complete the order. Kogan.com may request further evidence of the reported fault in the form of photos or video and may provide some simple troubleshooting steps prior to proceeding with a claim. This information is important in order to confirm that the item is faulty and that this was not the result of misuse or accidental damage. Kogan.com reserves the right to have returned goods assessed at a nominated repair centre within a reasonable timeframe to determine the nature of any issues and whether or not the goods are faulty or otherwise not as described.
You are required to return any accessories that were originally provided along with the product. This can include power adapters, charging adapters and cables. Where possible, we recommend that you retain the original packaging to ensure safe transit of your product to our returns or repair centres. Should a replacement or refund be provided, it is a requirement that you have made your best effort to return all included accessories provided with the purchase. Click here for more information on how to return your product, and expected timeframes for the returns process.
Kogan.com reserves the right to not provide a remedy in accordance with the Kogan.com Minimum Voluntary Warranty Policy where the fault in the goods was caused by an accident that occurred after the unit was delivered or is due to misuse or incorrect/unauthorised installation, an unauthorised modification (hardware or software), where the goods have been misused or used other than for their disclosed purpose. The Kogan.com Minimum Voluntary Warranty Policy does not apply to general wear and tear and normal ageing of the product.
Kogan.com Minimum Voluntary Warranty Policy
Goods supplied by Kogan.com come with guarantees that cannot be excluded under the Australian Consumer Law.
Kogan.com will assess the product, at no cost to the customer, to determine whether the product is defective, and if so, the cause of the fault within a reasonable time frame. If a fault is identified and is not excluded, then the customer will be entitled to a replacement, refund of the original purchase price or the repair of the product. If the product is large (such as white goods, split system air conditioners and large TVs) Kogan.com may offer to repair the product at the customer’s premises. However, the customer is entitled to request a replacement or refund within this period.
Kogan.com will assess the product, at no cost to the customer, to determine whether the product is defective, and if so, the cause of the fault within a reasonable time frame. If a fault is identified and is not excluded then a free repair will be provided at a nominated repair centre. Should Kogan.com or an authorised repair centre be unable to repair the goods within a reasonable time frame, then the customer can request that a replacement is provided. You may still be entitled to an automatic replacement or full refund under the Consumer Guarantees provided under the ACL.
Kogan.com believes that the remedies outlined above are consistent with or exceed your statutory rights provided under the ACL in most circumstances. While the Kogan.com Minimum Voluntary Warranty Policy no longer applies, we welcome you to get in touch via the Kogan.com Help Centre if you believe you are still entitled to a remedy under the ACL. Should you be unsatisfied with the remedy offered, you can request that your case be escalated to a Customer Service Manager for review.
Staff Code of Conduct
Kogan.com staff must ensure that your Consumer Guarantees as provided under the ACL are not limited in any way. Where a Consumer Guarantee offers a remedy above what is offered by the Kogan.com Customer Charter, you will be offered the greater resolution.
Limiting your rights may include:
- Informing you that you must contact the manufacturer for a remedy
- Advising that you are not entitled to a repair, replacement or refund when a product has become faulty through no fault of your own within the timeframes advised by the Kogan.com Customer Charter, or what would be considered reasonable under the ACL
- Failing to address any claims in a timely manner and provide a remedy in accordance with the Kogan.com Customer Charter or Consumer Guarantees provided under the ACL
- Failing to escalate or address any dispute you have in relation to the minimum timeframes and minimum remedies outlined in this document, or where you believe these may infringe on the rights and guarantees provided under the ACL
Should you believe that Kogan.com staff conduct is not in accordance with our own guidelines or have breached our responsibilities under the ACL, you can request that your case be escalated to a Customer Service Manager for review.
Expenses Incurred with Faulty Product Claims
Kogan.com will cover any reasonable expenses that arise in making a claim. This includes, but is not limited to, covering the cost of returning faulty goods to a nominated repair centre. Provided you follow the processes outlined by the Kogan.com Customer Care team you will incur no costs when claiming on a genuine fault.
For more information regarding Consumer Guarantees, Your Rights and the Australian Consumer Law, visit the Australian Competition & Consumer Commission (ACCC) website