How to Return Your Product
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 automated response is provided in addition to contact from our Support team.
Please note that where Products are faulty or damaged upon delivery, we recommend that you take photographic evidence of the damage or fault as soon as you can and submit 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 warranty claim:
- Simply contact our Support team through your Kogan.com account dashboard and provide our team with a description of the fault. To assist our team in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
- Our Support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
- If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you.
- Once we receive the product, our experienced technicians will assess it and determine how to best resolve the issue.
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 so that we can resolve your issue. The following steps explain the process for returning a faulty product:
Enquiry & TroubleshootingOur Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item. To assist our team resolve your issue as quickly as possible, please include photos and/or video of the issue when you contact us through your Kogan.com account dashboard
Item ReturnIf necessary your item may need to be returned. Instructions for returning the item will be provided by our Support team. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process. If your item is diagnosed as faulty, Kogan.com will cover the cost of sending this to our nominated repair centre, however if you are returning a Kogan.com Exclusive Brands product because you changed your mind, you will need to cover the cost of sending the product back to us.
Technical AssessmentYour item will be assessed by our technicians or sent to the manufacturer. While we endeavour to complete all assessments as quickly as possible, we request that you allow up to 10 business days once we have received the item.
Please note: Some highly technical products such as DSLR cameras and drones may take up to 20 business days to assess and repair, however you will of course be notified if we expect the total repair time to exceed 10 business days.
Repair or ReplacementWe will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement. For more information please refer to the Kogan.com Customer Charter.
Return DeliveryWe will deliver any repaired items back to you or arrange a replacement if necessary. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of Kogan.com.
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. 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 and you can contact us directly through the Kogan.com account dashboard.
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 changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had 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.
If you would like to return a Kogan.com Exclusive Brand item that is eligible to be returned under our 14-day Change of Mind Policy, please contact our Support team through your Kogan.com account dashboard and they will gladly assist you.