Kmart Returns Policy

Change of mind returns

Subject to your rights under the Australian Consumer Law, if you wish to return an item because you have changed your mind about your purchase, Kmart will refund to your original payment method or offer you an exchange voucher, provided that:

• You return the item/s within 60 days of purchase, or 365 days if you are a OnePass Member*

• You produce either your original Kmart register receipt or other adequate proof of purchase (see further below);

• The item is in re-saleable condition, meaning that:

- It is in its original packaging, including instruction manuals and all accessories; and

- It is unworn, unused, unassembled, in its original condition, and in the case of clothes, with the original ticketing on it; and

- In the case of mobile phones and internet connected electronic devices (such as Google mini and Wi-Fi connected home accessories), the original plastic wrapping or seal sticker securing the product closed, is intact; and

• The product is not one where a change of mind return is not available (see below); and

• In the instance where the product is a white goods product or a big and bulky item, a collection fee will be incurred by you (as notified to you before you incur the fee).

If these requirements are not satisfied Kmart reserves the right not to offer an exchange voucher or refund for change of mind returns.

*OnePass Members

To be eligible for OnePass 365 days change of mind returns, you must have an active OnePass subscription or be a current trial member. You must also be able to demonstrate the active subscription by presenting the ‘live’ screen of the account status on the OnePass App. For more information on the OnePass membership, visit kmart.com.au/onepass.

For OnePass Members who enjoy 365 days for change of mind returns, for returns beyond 60 days (61-365 days), Kmart will provide you with an exchange voucher. Additional exclusions apply on products returned after 60 days. These include:

• Event products (for example, and not limited to, Christmas, Easter, Halloween, Mothers’ Day, Fathers’ Day)

Excluded change of mind returns

Kmart will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

• Cosmetics (if the hygiene seal is broken)

• Beauty products

• Fragrances

• Hosiery

• Underwear (excluding Bra’s)

• Swimwear

• Pierced jewellery

• Printer cartridges

• Personalised printed material (for example, and not limited to, photos, canvas, mugs, calendars, etc.)

• Bedding and accessories (for example, mattresses, including air mattresses, sleeping bags and pillow protectors, etc., where the seal and/or packaging has been opened)

• Tents (where the bag has been opened or components have been used)

• Trampolines and furniture (where the product has been opened or components have been used or assembled)

• Gift cards, phone recharge or third party gift cards

• Food items

Under The Australian Consumer Law, products on the list of exclusions can be returned if they are faulty, not fit for purpose or do not match the sample or description.

Other product returns

Kmart will accept product returns and provide you with the choice of an exchange (where feasible), an exchange voucher, or a refund (to the original payment method), where:

• The product is faulty or is not of acceptable quality; or

• The product is not fit for its intended purpose; or

• The product does not match the sample or our description; and

• You can present your Kmart register receipt or other adequate proof of purchase (see below).

Kmart may elect to return the product to the manufacturer’s agent to determine the nature of the problem. Kmart reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. Kmart reserves the right not to offer an exchange, exchange voucher or refund where the item fault is a result of misuse or neglect.

Where it is appropriate to offer a repair, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Please be aware that data (including, but not limited to, images, music and video) may be lost during the repair process of electrical and electronic products. It is the responsibility of the customer to ensure that all personal data is deleted before return to Kmart.

For white goods, please call Kmart customer care on 1800 124 125 to report an issue or to organise a repair or replacement. White goods come with an in-home repair service for faulty or damaged products, under the 2-year warranty period.

Non-Kmart branded product may not be accepted for return without adequate proof of purchase. This policy does not override Kmart’s statutory obligations under the consumer guarantees.

Claims for compensation or reasonable expenses incurred in returning your purchase together with supporting evidence, should be addressed to our Kmart Customer Service team using the ‘Contact us’ option on the Kmart website (www.kmart.com.au).

Refunds

Refunds will only be issued using your original payment method, which includes the same card or digital platform (such as mobile or watch payment, e-wallet etc.) used for the initial purchase. However, if the original payment method cannot be verified due to a different digital platform being presented at the time of the refund or a card was replaced, the payment method of the refund will be at Kmart's discretion.

To facilitate a refund, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return.

When returning a product, with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction. If you do not have adequate proof of purchase, and the product does not meet consumer guarantees, you will be asked to provide photo identification containing your full name, signature and expiration date, so that your name and signature can be verified. The identification information you provide may be accessed by authorised Kmart team members and authorised third parties for the purpose of fraud investigations and fraud protection activities. Information collected will be securely stored for a reasonable period of time and may be used for the purposes of research and analysis and may be disclosed to Government departments upon request, where required or authorised by law.

The acceptable forms of proof of identity are:

• Australian Driver’s Licence

• Australian Citizenship Certificate, with accompanying photo ID

• Any current Passport

• Australian Document of Identity

• Medicare Card, with accompanying photo ID

• Australia Post Key Pass identity card

If you wish to access your personal information, please contact Kmart Customer Service on 1800 124 125.

Kmart is committed to protecting the privacy of your personal information. Please refer to our Privacy Policy at www.kmart.com.au/privacy-policy

Proof of Purchase

Adequate proof of purchase includes:

• The Kmart receipt or digital receipt in the Kmart app or online account;

• A clear photo of the full Kmart receipt, which must include the barcode;

• A Kmart digital gift receipt;

• Online Tax Invoice or order confirmation

• OnePass statement clearly identifying the product

Gift Cards

Gift cards cannot be returned if you change your mind. Gift cards cannot be exchanged for cash or refunded to another payment form such as credit or debit card.

Kmart will accept returns for purchases made with a gift card for products that meet the change of mind returns criteria, or are faulty or do not otherwise meet consumer guarantees.


For online purchases made with a gift card, refunds will be issued as a new Kmart gift card sent to your email within 2 business days after receiving your refund confirmation. If refunds on your order are processed on separate days, you will receive multiple emails, each with a new gift card. If you also paid with a credit or debit card, your refund will be split in the same proportion as your original payment. For example, if you paid 80% by card and 20% by gift card, your refund (including partial refunds) will follow the same 80/20 split.

For in-store purchases made with a gift card and returned in-store, refunds will be issued as a Kmart exchange voucher. For amounts over $5, refunds will be issued as a Kmart gift card. Kmart is not responsible for, and cannot replace, lost or stolen gift cards. 

• How do I check the balance of my gift card online?

Super easy! Just head over to www.giftcards.com.au, pop in your gift card number and PIN, and your remaining balance will be right there on the screen. 

• How long is my gift card valid for? 

Your gift card is valid for a full 4 years from the date of purchase — so there’s plenty of time to find something you love! Once the card expires, we’re unable to extend or reactivate it, so be sure to use it before it runs out

How to return a product ordered on Kmart Online and via Click and Collect

Products ordered through Kmart Online (with the exception of white goods) and via Click and Collect can be returned to any of our stores, with proof of purchase. For change of mind on returns or exchanges, the delivery fee is non-refundable.

Your nearest Kmart

If you live a long way from your nearest Kmart store, we recommend contacting Kmart Customer Service on 1800 124 125 for assistance prior to travelling to Kmart to return your item. Remember also, when returning items in accordance with Kmart’s Return Policy you don’t need to return to the store of purchase, you can attend any Kmart store.

Buy Now Pay Later facilities

If the purchase was made through a buy now pay later facility, the refunded money will be returned to the account held, and the balance will then be adjusted accordingly. To find out more about Afterpay visit www.afterpay.com To find out more about Zip visit help.zip.co/en