Bought something from

Kogan

that broke too soon?

Kogan provides warranty coverage on every product sold through Kogan.com, either under the Kogan Guarantee or an applicable manufacturer’s warranty.

In practice, that means:

• Kogan-branded products usually come with a 1-year standard warranty, covering faults that arise during normal use within 12 months of purchase.
  
  
• Other brands sold on Kogan are generally covered by the manufacturer’s own warranty (often 12 months as well), in line with Australian Consumer Law (ACL).
  
  
• Each product page on Kogan.com includes a “Warranty & Returns” section where you can check:
  
  
  • Warranty timeframes
    
    
  • Whether the product is eligible for change-of-mind returns
    
    
  • Any special conditions that apply
    

For extra protection, Kogan also sells Kogan Extended Care at checkout. These extended warranty plans can:

• Add extra years of coverage beyond the standard warranty
  
  
• Include protection for some forms of accidental damage over a set period
  
  
• Give you clearer expectations on repair, replacement, or refund options
  

Whether you’re buying a Kogan-exclusive item or a marketplace product, there will usually be at least one layer of warranty protection plus your consumer guarantees under ACL. If a product is faulty, doesn’t work as advertised, or fails too soon, you may be entitled to a repair, replacement or refund under Kogan’s warranty or your consumer rights.

Kogan’s warranty claim process is designed to be handled fully online, making it easier to manage from home. To start a Kogan warranty claim, follow these steps:

1. Log in to your Kogan account
   
   
   • Go to Kogan.com and sign in.
     
     
   • If you checked out as a guest, you can create a free account using the same email address you used for your order so it links correctly.
     
     
2. Find your order
   
   
   • Open “Order History” in your account.
     
     
   • Select the order and the specific product you want to claim warranty on.
     
     
3. Initiate a warranty claim or return
   
   
   • For items sold by Kogan, click “Contact Kogan” next to the product.
     
     
   • For items sold by a Marketplace seller, you’ll see “Contact Seller” instead – start the claim through that option.
     
     
4. Explain the problem clearly
   
   
   • In the support form, describe:
     
     
     • What is wrong with the product
       
       
     • When the issue started
       
       
     • Any steps you’ve already tried to fix it
       
       
   • Attach photos or a short video showing the fault (especially for items damaged on delivery). This can significantly speed up your Kogan warranty claim.
     
     
5. Submit your claim and wait for a response
   
   
   • Once you submit your request, Kogan’s Customer Care team usually responds within about 1–2 business days (around 48 hours) with:
     
     
     • A case number
       
       
     • Troubleshooting advice, or
       
       
     • Next steps for assessment or return
       
       
6. Follow any troubleshooting instructions
   
   
   • Kogan may first try to resolve the issue with basic troubleshooting (for example, resetting a device or changing settings).
     
     
   • If that doesn’t fix the problem, Kogan will move to the next stage.
     
     
7. Return or assessment process
   
   
   • If the item needs to be inspected, Kogan will typically:
     
     
     • Provide return instructions and a prepaid shipping label (you don’t pay return shipping for valid warranty claims).
       
       
     • For large or bulky items, they may arrange pickup or on-site inspection instead.
       
       
8. Outcome: repair, replacement, or refund
   
   
   • Once Kogan has assessed the product and confirmed a fault covered by warranty, they will:
     
     
     • Repair the product, or
       
       
     • Send a replacement, or
       
       
     • Provide a refund or store credit, depending on the situation
       
       

All communication is handled online through your Kogan account or by email. There’s generally no public support phone number for standard Kogan retail issues, so the Kogan Help Centre and online support forms are the main channels for warranty claims.

If your product was sold by a Marketplace seller, that seller is responsible for handling the warranty, but Kogan can step in if the seller fails to respond or resolve the issue within a reasonable timeframe.

Kogan’s warranty coverage is strong, but it doesn’t cover every scenario. Your Kogan warranty claim may be denied if:

• The product was misused or damaged accidentally
  
  
  • Damage from drops, liquid spills, or other accidents after delivery is usually not covered by the standard Kogan warranty, unless you have specific accidental damage coverage through Extended Care.
    
    
  • Kogan will assess returned items to check whether the fault is due to normal use or user-caused damage.
    
    
• There were unauthorised modifications or incorrect installation
  
  
  • Installing unofficial software or opening and modifying the hardware can void your warranty.
    
    
  • Incorrect installation or use against the product manual (for example, not using a licensed professional for certain appliances) can also lead to a denied claim.
    
    
• The issue is normal wear and tear
  
  
  • Items that naturally wear out over time - such as batteries, light bulbs, printer ink, filters, or cosmetic wear - are not usually considered “faults” under warranty.
    
    
  • Wear from regular use is expected and typically not covered.
    
    
• The product is refurbished or a ‘seconds’ item with a different warranty
  
  
  • Refurbished products or items sold as “seconds” might:
    
    
    • Have a shorter warranty period, or
      
      
    • Be covered under different terms than brand new items
      
      
  • Always check the individual product listing for specific Kogan warranty policy details when buying refurbished items.
    
    
• Transit damage wasn’t reported in time
  
  
  • If your order arrives damaged or “dead on arrival”, Kogan usually requires you to:
    
    
    • Report the issue promptly (often within 3 days) of delivery
      
      
    • Provide photos of the damage
      
      
  • Failing to report transit damage within the stated timeframe may result in your claim being rejected.
    
    
• Change-of-mind or incorrect purchase
  
  
  • If you simply change your mind, order the wrong item, or no longer want the product, that’s handled under Kogan’s change-of-mind policy, not warranty.
    
    
  • Not all products qualify for change-of-mind returns, and time limits apply, so always check the Kogan returns and warranty information on the product page.
    
    
• Outside Kogan’s voluntary warranty timeframe
  
  
  • Kogan’s Minimum Voluntary Warranty Policy sets clear timeframes for their own warranty obligations.
    
    
  • After the stated warranty period ends, Kogan’s voluntary obligations may be limited — however, Australian Consumer Law may still entitle you to a remedy if the product hasn’t lasted a reasonable amount of time for its type and price.
    
    

Kogan reserves the right to decline warranty service if a returned product is found to be misused, modified, damaged due to user action, or not actually faulty.

To keep your Kogan warranty coverage intact, always use the product as intended, keep your proof of purchase, and report issues as soon as they appear.

Having the right documentation ready makes your Kogan warranty claim faster and smoother. Before you start, gather:

• Proof of purchase
  
  
  • Your Kogan order number, invoice, or the email address used for the purchase.
    
    
  • If you submit the claim while logged into your Kogan account, they can usually verify your purchase automatically. Using the same email as your order helps avoid any confusion.
    
    
• Clear description of the issue
  
  
  • Be specific about:
    
    
    • What is wrong
      
      
    • When it started
      
      
    • How often it happens
      
      
    • Any error messages or unusual behaviour
      
      
  • Also mention any troubleshooting steps you’ve already tried.
    
    
• Photos or video of the fault
  
  
  • Take clear photos or a short video showing the issue, especially when:
    
    
    • The item arrived damaged
      
      
    • There’s a visible defect (e.g. cracked screen, dent, misalignment)
      
      
    • The device doesn’t turn on or function properly
      
      
  • Upload these when you first submit your Kogan warranty claim to speed up assessment.
    
    
• All original accessories (for returns)
  
  
  • If Kogan asks you to send the product back, they may request:
    
    
    • All original accessories (chargers, cables, remotes, adapters, etc.)
      
      
    • The instruction manual
      
      
    • Original packaging or box (if available)
      
      
  • If something is missing, let Kogan know upfront so they can note it on your claim.
    
    
• Extended Care details (if applicable)
  
  
  • If you purchased a Kogan Extended Care plan:
    
    
    • It’s usually linked automatically to your order in Kogan’s system.
      
      
    • You don’t need separate paperwork, but it helps to mention in your claim that you have Extended Care so the support team can factor it in.
      
      
• Correct contact email
  
  
  • Make sure you’re contacting Kogan from the same email address attached to your order or logged into the correct Kogan account, so they can quickly verify ownership.
    
    

Once you’ve submitted your claim with proof of purchase, a clear explanation, and supporting media, Kogan’s team can more easily validate your Kogan warranty coverage and move faster towards a repair, replacement, or refund.

The time it takes to resolve a Kogan warranty claim can vary by product and issue, but this is a typical timeline:

• Initial response: 1–2 business days
  
  
  • After submitting your claim, Kogan aims to respond within about 48 hours (excluding weekends and public holidays).
    
    
  • You’ll usually receive:
    
    
    • A confirmation email or message in your account
      
      
    • A case number
      
      
    • Initial guidance or troubleshooting steps
      
      
• Troubleshooting stage: 1–3 days
  
  
  • If the fault might be fixed with settings changes or resets, Kogan may:
    
    
    • Ask you to try specific steps
      
      
    • Request extra photos or a short video
      
      
  • This back-and-forth can add a few days, but it may save you the hassle of returning the product if a simple fix works.
    
    
• Return shipping & assessment: around 1–2 weeks
  
  
  • If a return is needed, Kogan will:
    
    
    • Provide prepaid return shipping for valid warranty claims (or arrange pickup for bulky items).
      
      
    • Once shipped, it can take a few days for the item to reach their warehouse.
      
      
  • After receiving the product, technicians will:
    
    
    • Test and assess the fault
      
      
    • Confirm whether it’s covered by the Kogan warranty policy
• Resolution: repair, replacement, or refund
  
  
  • Once a covered fault is confirmed:
    
    
    • Replacements are usually shipped promptly if stock is available.
      
      
    • Repairs can take longer, especially if parts are needed.
      
      
    • Refunds are typically processed back to your original payment method or as Kogan credit within a few business days of approval.
      
      
  • Some customers report full resolution in as little as 1–2 weeks for straightforward cases.
    
    
• Total turnaround time
  
  
  • Simple claims: often 1–2 weeks end-to-end.
    
    
  • Complex claims (hard-to-diagnose faults, back-ordered stock, or repair-only products): may take several weeks, and in rare cases, longer.
    

Throughout the process, Kogan will update you via email or your Kogan account dashboard, where you can also check your claim status and respond to messages. If your case feels stalled, it’s reasonable to politely ask for an update or timeline estimate.