Kogan 14 day money back guarantee

Lmrpringle on 28/11/2017 - 08:04
Last edited 28/11/2017 - 08:09

Hi,

I purchased the Kogan branded cordless 22v vacuum cleaner. After using it a few times and then going to JB to test the cordless Dyson range I decided it was pretty poor value for the money I paid. For example on my hardwood floor it scatters dust and dirt rather than picking it up and on rugs you have to go over the same area 5 times to pick anything up.

I was going to sell it and cut my losses when I decided to check the Kogan return policy.
https://www.kogan.com/au/returns-policy/

According to the policy "If for any reason You are unsatisfied with Your purchase of a Kogan.com Exclusive Brand product, You can contact us within 14 days of taking delivery, and organise to return the Product and receive either a store credit or refund of the purchase price of Your Product (excluding initial delivery charges)."

I sent a ticket off to Kogan right away within the 14 days and I'm still waiting for a reply. I'm just wondering whether I've interpreted the returns policy correctly because at the top of the page it mentions products also need to be in resalable, as new condition and obviously it's going to be difficult to get a used vacuum in as new condition. On the other hand if I hadn't used it first, I probably would have no reason to be unsatisfied with the product.

The product listing itself seems to indicate the 14 day money back guarantee is applicable to this product.
https://www.kogan.com/au/buy/kogan-22v-premium-ultralife-sti…

Has anyone had a similar experience and what outcome can I expect.

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Comments

  • dasher86 on 28/11/2017 - 08:27
    -2

    have you asked Kogan?

  • mrpringle on 28/11/2017 - 08:31

    Yep. I mentioned that in the post. Still waiting on a reply.

    • [Deactivated] on 28/11/2017 - 09:08
      +1

      They also have a live chat for support & inquiries, you may be able to get a quicker response. You should see a 'Chat With Us' tab on the bottom right corner of this page

  • benderz on 28/11/2017 - 08:50

    Haven't returned any purchases to them, but have been impressed with their service when I contacted them.
    Let us know how it goes, good luck!

  • HighAndDry on 28/11/2017 - 11:42
    +1

    They can probably use the "resalable/as-new condition" clause to argue the return if they wanted to, but from hearsay from others Kogan seems to be good about this.

    And usually it's for "change of mind", not used it, and not completely happy with performance, even if it may be worded so that it seems to include the latter (or for things like TVs where you can turn it on and off and it'd still be in resalable condition). The clause applies differently to different products.

  • mrpringle on 28/11/2017 - 11:53

    I received a response to my enquiry. It seems like I won't have any issues with the return. They just want some photos of the product. I will have to pay for the return shipping at my own cost so hopefully it doesn't cost too much to arrange a courier, I think the box is too large to ship via auspost.

  • joungs on 28/11/2017 - 19:32
    +1

    I did the same thing with a modem and they accepted it back within the 14 days no questions asked. Was quite impressed really considering some of the things people say about kogan.

  • AlienC on 06/12/2017 - 00:07

    Thanks for this was looking at Kogan vacuum prices and considering one over a Dyson but it seems I was right and definitely not worth purchasing even if it is only 1/3 to 1/2 the price of a v6.

  • mrpringle on 06/12/2017 - 07:59

    Glad my post was of help. I'm going to wait until after Xmas and go for a dyson v6 or v8. I'm curious about the Hoover stick range which seem fairly exclusive to Godfrey's but can't find many reviews or meaningful specs.

    • Valview on 15/12/2017 - 00:12

      You mentioned you've got hardwood floors.
      If getting a dyson it's worth investing in the soft roller.
      We have jarrah floors and found the standard roller scratches the varnish (took us a year to realise).
      We're using a DC59 (precursor to the V6) which is still going strong after 4.5yrs.
      The soft roller is available with the absolute models but we purchased it separately.
      The standard roller cleans rugs (and carpet) better.

      • mrpringle on 15/12/2017 - 07:08

        Thanks for the tip, how much did you pay for the roller?

        • Valview on 27/12/2017 - 23:14

          I paid $129 incl delivery from dyson using their call centre. I havnt checked if it can be bought cheaper elsewhere.

  • belolga on 16/10/2019 - 13:29

    well nothing new - i had nightmares with kogan both at the time of delivery and return
    i purchased a window unit aircon - took me 45 days to get delivery and that too after badgering them - they never follow up with updates unless you initiate it. the aircon worked for about 6 months and then at the peak of summer the aircon did not work at all….so back to trying to return - took me another 35 days and about 50 emails - nobody calls you and I finally got my replacement aircon - still have to instally hopefully not another dud.
    no wonder they got SHONKYS award from choice. their return is a nightmare from hell

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