How do I challenge a Kogan refund refusal?
How to challenge a Kogan refund refusal using the ACL and state fair trading complaint pathways.
Regulator
State fair trading
Key legislation
Australian Consumer Law
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to State fair trading is prepped and ready.
A Kogan refund refusal often concerns whether the product was faulty, whether the delivery or description was misleading, or whether the retailer’s remedy was enough. The Australian Consumer Law is the key framework in these disputes because it gives consumers rights when goods fail to meet expected standards or are not as described.
Collect the order details, delivery confirmation, photos of the goods, and the retailer’s response. Ask Kogan to explain why it rejected the refund and whether it considered the ACL consumer guarantees, the item description, and the evidence you supplied.
If Kogan does not resolve the complaint, the relevant state fair trading body may be the next step. The most persuasive complaints are the ones that show what you ordered, what was wrong, and the remedy you believe the law requires.
Frequently asked questions
Why do refund refusals happen?
Often because the retailer questions the fault, the delivery issue, or the remedy that should apply.
Does the ACL apply?
Yes. It is the main consumer law framework for faulty goods and misleading descriptions.
What evidence should I keep?
Order details, delivery confirmation, photos, and all messages from Kogan.
Can I ask for a replacement or refund?
Yes. The complaint can ask for the remedy that fits the problem.
What if the item looks fine but is defective?
You can still raise the issue and ask the retailer to explain why the product met the standard required by law.
Should I contact fair trading?
Yes, if the retailer’s response is not reasonable or the complaint remains unresolved.
What if Kogan just ignores my letter?
Silence is not a dead end, it is a deadline breach. Kogan is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to your state or territory fair trading body arrives pre-filled and ready to lodge. Escalating is free.
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Open the Kogan armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.