Kogan

refund policy – how to claim your money back

Kogan offers refunds based on specific conditions, primarily guided by Australian Consumer Law. If your product is faulty, not as described, or arrives damaged, you are entitled to a full refund, repair, or replacement. However, for change-of-mind returns, Kogan only accepts returns on selected Kogan Exclusive products within 14 days, provided the item remains unopened and in sellable condition. Exclusions include personal hygiene products, perishables, and third-party marketplace items.

1. Log in to Your Kogan Account – Navigate to "Order History" and select the product you wish to return.
2. Submit a Return Request – Choose the reason for the return (faulty, change of mind, incorrect item, etc.).
3. Wait for Return Authorisation (RMA) – Kogan will review your request and provide a return shipping label for faulty items.
4. Follow Kogan’s Return Instructions – Package the item securely in its original packaging and attach the return label.
5. Ship the Item or Await Pickup – Drop the package at an approved return location or schedule a courier for large items.
6. Refund Processing – Once Kogan receives and inspects your item, your refund will be issued.

• Processing Time: Refunds take up to 10 business days after Kogan receives your returned item.
• Payment Reversal:
  
  • Credit/Debit Card: 3-5 business days after Kogan processes the refund.
  • PayPal: 1-2 business days.
  • Afterpay/Zip: Adjustments made through the installment provider.
• Store Credit Refunds: Issued immediately once the return is finalised.

• Original Payment Method: Refund sent back to the original card, PayPal, or BNPL provider.
• Kogan Store Credit: Used for change-of-mind returns, issued as a digital voucher.
• Replacement or Exchange: Available for defective items, subject to stock availability.
• Partial Refunds: If an item is returned missing accessories, Kogan may deduct a restocking fee.

• Store Credit vs. Cash Refunds: Customers often receive store credit instead of money back.
• Delayed Customer Support Responses: Kogan Support can take time, particularly during peak periods.
• Return Shipping Costs: Change-of-mind returns require customers to pay return postage.
• Missing Packaging Issues: Kogan may refuse returns if items are missing original packaging.