Still waiting on a

Kathmandu

refund?

Kathmandu offers a 60-day change-of-mind return policy on most products, giving you two full months to decide if something’s right for you. This applies to in-store and online purchases, including full-price, sale, and clearance items.

✔ 60-Day Change-of-Mind Refunds

You’re eligible for a refund if:

• You initiate the return within 60 days
  
  
• The item is unused, unworn, unwashed, and in original packaging
  
  
• All tags, components, manuals, and accessories are included
  
  
• You provide proof of purchase (receipt, packing slip, or online confirmation)
  
  

✔ Proof of Purchase Required

Accepted forms include:

• Physical receipt
  
  
• Online order confirmation
  
  
• Packing slip
  
  
• Historical purchase lookup (if you used a Kathmandu account)
  
  

❌ Items Not Eligible for Change-of-Mind Refunds

• Underwear (for hygiene reasons)
  
  
• Seconds / factory second items
  
  
• NZ DOC Hut Tickets
  
  
• Items missing key components or packaging
  
  
• Products showing signs of use (dirt, wear, marks, odours, etc.)
  
  

✔ Faulty, Damaged, or Incorrect Products

If a product is faulty, not as described, or fails under normal use:

• You can return it beyond 60 days
  
  
• You’re entitled to a refund, repair, or replacement under Australian Consumer Law
  
  

✔ Exchange vs Refund Rules

• In-store exchanges: Easy and instant
  
  
• Online orders: No direct exchanges by mail. They’re refunded, and you re-order the new item
  

Here’s exactly how to lodge a refund with Kathmandu, either in-store or online.

1. Decide: Refund or Exchange

• For exchanges, go in-store
  
  
• For refunds, you can return in-store or by post
  
  

2. Return In-Store (Fastest Option)

Bring your:

• Item in original condition
  
  
• Tags and packaging
  
  
• Proof of purchase
  

Store staff will:

• Check your return eligibility
  
  
• Process refunds immediately
  
  
• Handle exchanges on the spot
  
  

Store locator: https://www.kathmandu.com.au/store-locator

Afterpay Note: Online Afterpay orders typically must be returned by post unless you use the Afterpay Card in-store.

3. Return by Post (Online Orders)

Steps:

1. Fill out the Returns Form
   Download here: https://help.kathmandu.com.au/hc/en-us/articles/4404080399887#form
   
   
2. Pack your item securely
   Include the returns form or a note with:
   
   
   • Order number
     
     
   • Name
     
     
   • Contact email
     
     
   • Reason for return
     
     
3. Send to the official return address:
   Kathmandu Pty Ltd – Returns
   PO Box 4399
   Hoppers Crossing VIC 3029, Australia
4. Pay for postage (change-of-mind only)
   
   
5. Wait for processing
   Kathmandu will email you once the refund is processed.
   
   

4. Returning Faulty or Incorrect Items

Contact Kathmandu before returning.

They may:

• Provide a reply-paid label
• Offer a repair, replacement, or refund
  
  
• Advise next steps based on the issue
  

5. Gifts

Without proof of purchase, stores may offer:

• An exchange
  
  
• Store credit (manager discretion)
  

⏱ In-Store Refunds (Fastest)

• Refund processing is immediate
  ‍
• Cash is refunded instantly
  
  
• Card refunds are processed the same day (bank posts within 1–3 business days)
  
  

⏱ Online / Postal Refunds

Expect the following timeline:

1. Shipping to Kathmandu: 2–7 business days
   
   
2. Warehouse processing: Up to 14 days
   ‍
3. Bank/payment provider:
   
   
   • Card → 2–5 business days
     
     
   • PayPal → same day or next
     
     
   • Afterpay/Zip → payments adjusted within 5–7 days
     

📧 Refund Confirmation

You’ll get an email once Kathmandu processes your return. If it’s been more than 14 days, contact support with your tracking number.

Kathmandu refunds using your original payment method, including:

Credit/Debit Card

Refund sent to the same card you used.

Cash

If paid cash in-store, you get cash back.

PayPal

Refund sent back to your PayPal account.

Afterpay / Zip

Once Kathmandu processes your return:

• Future instalments are cancelled
  
  
• Paid instalments refunded by the provider
  
  
• Updates appear in the app
  
  

Gift Cards / Vouchers

Refunds for gift card purchases are issued as a new Kathmandu gift card.

❌ 1. Item Shows Signs of Use

If gear looks worn, dirty or “used outdoors,” Kathmandu may decline change-of-mind refunds. Keep items pristine until you’re sure you’ll keep them.

⏳ 2. Missing the 60-Day Window

After 60 days, change-of-mind returns are not accepted.

🧾 3. No Proof of Purchase

Without a receipt or email confirmation, refunds may be refused. Summit Club accounts help stores look up purchases.

⚠ 4. Afterpay Refund Confusion

Some stores can’t process online Afterpay refunds unless the Afterpay Card is presented.

Solution:

• Use the Afterpay Card in-store, or
  
  
• Return by post
  

❗ 5. Faulty Item Misclassification

Occasionally frontline staff may misinterpret a fault as “wear and tear.”

If you disagree:

• Ask for a manager
  
  
• Refer to Australian Consumer Law
  
  
• Contact Kathmandu Customer Care