The Kogan.com Guarantee
Kogan.com change of mind returns
Eligible products for change of mind returns
Marketplace sellers
How to return an item
Faults or problems later?

The Kogan Guarantee applies to each and every product sold on Kogan.com.

Whenever you place an order on Kogan.com, we promise that you will get exactly what you ordered. If the product isn’t what you ordered, then we will make sure you receive the correct product, and if we can’t we will issue you with a refund.

We proudly offer you a 14-day change of mind returns policy on selected products, including footwear, apparel and exclusives sold on Kogan.com.

See our full list of exclusives here.

If you choose to return your product under our change of mind returns policy, and it’s eligible to be returned, we will issue you Kogan.com credit equivalent to the value of the returned products, excluding delivery charges, to spend on something new.

Our 14-day change of mind policy applies to selected products that are sold by Kogan.

We want you to make every purchase with confidence, so all product listing pages include a Warranty & Returns section where you can check in advance if the product you’re buying is eligible for a change-of-mind return. If a product listing specifically states that the product is not able to be returned under this policy (usually due to the size of the item or for health and safety reasons), then unfortunately we are unable to accept returns under our change of mind policy.

Please return products in their original new condition and suitable for resale along with all original packaging, tags and accessories. Footwear and apparel should be unworn, unwashed and with all original packaging and tags still attached otherwise we will not be able to process your request.

Customer safety and hygiene are our primary concerns, so unfortunately we are unable to accept change-of-mind returns on some products, including:

• Underwear, hosiery, bras and socks
• Swimwear
• Cosmetics, beauty and personal care products with a broken seal
• Perishable goods and food items
• Adult toys and sexual health products
• Selected jewellery

The following products are also ineligible to be returned under this Change of Mind policy:

• Large or bulky furniture and appliances
• Selected pantry products
• Downloadable software
• Personalised and made-to-order items
• Precious metals (gold, silver and platinum)

You can find out if a product is eligible for a Change of Mind return in the Warranty & Returns section of the product page.

We provide a marketplace for third-party retailers to list their products on Kogan.com and sell them directly to the customer. Products that are sold by a marketplace provider will identify the third-party seller on the product listing page.

All marketplace retailers on Kogan.com are subject to the Kogan Guarantee and take responsibility for their products, the content of their listings, and the return of their products in accordance with the Kogan Guarantee.

To return an item under the Kogan Guarantee or Change of Mind policy, follow these simple steps:

1. Visit your Kogan.com account dashboard
2. Go to your order history
3. Select the product you wish to return
4. For products sold by Kogan, click ‘Contact Kogan’.
5. For marketplace orders, click ‘Contact Seller’
6. Follow the prompts to return the selected item

If you don’t have a Kogan.com account, you will be asked to create one at no extra cost so that our team can assist you with your inquiry.

For the return of products sold by Kogan.com, our Customer Care team will provide you with instructions on how to prepare and submit your return. For products sold by Kogan.com, we will take care of it from there and get back to you within 48 hours.

Marketplace retailers accept all responsibility for their listings, the return of their products, and for providing remedies in accordance with the Kogan Guarantee. In the event that you’re dissatisfied with the outcome offered by the marketplace seller, you can request that your claim be escalated and a member of Kogan.com’s Customer Care team will get in touch with you to resolve the issue. For products sold by a Marketplace Seller, if the Seller hasn't provided a satisfactory resolution within 3 working days, please lodge a dispute escalation request at the link provided in your case correspondence and we will take care of it from there in accordance with this Guarantee.

We want you to make every purchase with confidence, so all product listings include a Warranty & Returns section where you can check in advance if the product you’re buying is eligible for a Change of Mind return.

If your product was fine when you received it but later develops a problem or fault, you can also contact Kogan.com or the Marketplace Seller by following the above steps.

All purchases are covered by the Kogan.com Customer Charter here:

If you are experiencing issues with your product, please refer to our Help Centre first for instant answers to frequently asked questions and product-specific troubleshooting. If you are unable to find an answer or solution to your issue, please contact our Support team through your Kogan.com account dashboard. After contacting our Support team, you will be automatically sent 3 articles that we believe are most likely to resolve your issue - this is an automated response in addition to contact from our Support team.

Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to Kogan Support via the Help Centre within 3 days of receipt of the product. Failure to do so may result in your claim being denied.

To lodge a claim:

As an online retailer, Kogan.com do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly and we can resolve your issue.