How to contact

Kogan

 customer support fast

Kogan is an online-first retailer, meaning its customer service is primarily digital. Unlike traditional retailers, Kogan does not have a public customer service phone number for general inquiries. Instead, customers must use the Kogan Help Centre to find FAQs and submit support requests.

• Support Channels: Online Help Centre, email (support@kogan.com), and account dashboard.
• Phone Support: No direct inbound number; callback requests must be submitted online.
• Customer Satisfaction: Ratings suggest mixed experiences, with common complaints about slow responses and difficult return/refund processes.
• Best Way to Get Help: Log into your Kogan account and use the Contact Customer Care form.

Kogan receives frequent complaints about customer service delays, refunds, and warranty disputes. Here are the most common issues customers experience:

1. Difficulty Reaching Support

• No publicly listed phone number for retail inquiries.
• Support is email-based, often requiring long wait times for responses.

2. Returns & Refund Frustrations

• Kogan has strict return conditions. Many items are not eligible for change-of-mind returns.
• Some customers report difficulty obtaining refunds, with Kogan pushing for store credit instead.

3. Faulty or Damaged Products

• Common complaints include TVs and electronics arriving broken.
• Kogan sometimes requires customers to arrange their own packaging for returns.

4. Order Cancellations

• Orders can only be canceled within 15-60 minutes of placement.
• If you miss the cancellation window, you must wait for delivery and return the item (if eligible).

5. Warranty & Consumer Rights Confusion

• Kogan-branded products come with a 1-year standard warranty, but ACL consumer guarantees may apply beyond that.
• Some customers report being denied refunds for faulty items after 6 months, despite ACL protections.

Since Kogan does not have a public support phone number, customers must use the following methods to get help:

1. Log in to Your Kogan Account

• Go to Kogan.com and sign in.
• Navigate to Your Account > Customer Dashboard.

2. Visit the Help Centre

• Click “Visit the Help Centre” to find FAQs and support guides.
• Kogan encourages customers to use self-help articles before submitting a request.

3. Submit a Support Request

• If you need further assistance, click “Contact Customer Care” in the Help Centre.
• Provide detailed information about your issue.
• No live chat option is available.

4. Request a Callback (for Phone Support)

• Kogan does not offer a public support number.
• To speak with someone, request a callback in your support request.
• Ensure your phone number is correct in your account settings.

5. Check Your Email for Responses

• Kogan replies via email (remember to check your spam folders).
• Response times vary, and customers report delays of several days.

6. Follow Up if Necessary

• If you don’t receive a response, submit another request or reply to the confirmation email.
• Keep your support request reference number for tracking.

1. Change of Mind Returns

• Limited to select items (e.g., certain Kogan-branded products).
• Must be unused, in original packaging, and returned within 14 days.
• Some categories are non-returnable, including perishable goods, underwear, and certain electronics.

2. Faulty Product Returns & Warranty

• Kogan must honor Australian Consumer Law (ACL) rights.
• If a product is faulty, Kogan may first attempt to troubleshoot or direct you to the manufacturer.
• If a refund is required, customers must often escalate complaints to get results.

3. Refund Policy

• Refunds are processed back to the original payment method.
• Customers often report Kogan offering store credit instead of refunds.
• Refunds for faulty products may require escalation if initially denied.

4. Cancellation Policy

• Orders can only be canceled within 15-60 minutes of ordering.
• If the window is missed, the order must be delivered and then returned (if eligible).

5. Price Match Policy

• Kogan does not offer price matching.
• If the price drops after purchase, customers are not entitled to refunds or adjustments.