Change of Mind NZ KOGAN
REMINDER: Change of Mind policy may not be applicable for Specific Items due to hygienic reasons, please check on the listing page or ask for support first.
ASK FOR PHOTOS:
If no photos provided to show the status of the item & customer did not mention if the package was opened or item was used or not, request for photos in the initial email using the template below:
We understand that you wish to return your order for a refund due to a change of mind (xxxinsert exact reasonxxx). Please note that under our return policy for 30-day change of mind at https://www.kogan.com/nz/seller/zeaway-terms-and-conditions/
• Item to be returned must be in its original re-saleable condition with all tags and packaging (ready to be put back on the shelf).
• The item/s are NOT opened, used, worn, or damaged.
• The refund amount will not include delivery costs.
• The return of the item is the responsibility of the buyer.
In this case, our technical team will require photos to check if the item is eligible for return. Please send us photos showing that the parcel/package is unopened and still in the original resalable condition.
Once we receive the photos, we will forward them to our technical team for approval. Thank you for your cooperation.
WITH PHOTOS (ELIGIBLE FOR RETURN)
A. Change of Mind NZ KOGAN - FREIGHT DIRECT (OLD WAREHOUSE)
Thank you for providing us with the photos requested. We have checked them and your return has been approved. To return the item, please follow the steps below:
Kindly send the item back in its original packaging to the address below:
Zeaway Limited
22 Toiawaka Road, Drury 2579
VERY IMPORTANT NOTES:
1. Please do not forget to write your Return Authorization or RA number which is "RAxxxxxxxx" on a piece of paper and include it in the parcel. To keep the original packaging in a resalable condition, please DO NOT write or mark directly on the product's box. Instead, write your RA number on a separate piece of paper and securely place it inside the package or attach it to the outside in a clear pouch or document sleeve.
2. Our warehouse is located in a commercial area and we may not be able to receive returned parcels sent by NZ Post. Therefore, we suggest that the item should be returned by a courier.
3. To maintain the highest safety standards for both our customers and staff, we have permanently discontinued all customer pickups and drop-offs at our warehouse facility. This decision was made due to constant heavy vehicle activity in our operational area, which creates potential safety risks. In addition, there will be no available staff that can accommodate you.
Kindly provide us your return tracking number so that we can immediately locate the whereabouts of your parcel.
Once we receive the item in good condition, we will process the refund of $xxxx back to you via the original payment method.
Thank you for your understanding and patience.
B. Change of Mind NZ KOGAN - NEW ASIAN LOGISTICS (NEW WAREHOUSE)
Thank you for providing us with the photos requested. We have checked them and your return has been approved. To return the item, please follow the steps below:
Kindly send the item back in its original packaging to the address below:
New Asian Logistics
C/O Leah
Zeaway Limited, 28B Bell Avenue,
Mount Wellington, Auckland 1060
VERY IMPORTANT NOTES:
1. Please do not forget to write your Return Authorization or RA number which is "RAxxxxxxxx" on a piece of paper and include it in the parcel. To keep the original packaging in a resalable condition, please DO NOT write or mark directly on the product's box. Instead, write your RA number on a separate piece of paper and securely place it inside the package or attach it to the outside in a clear pouch or document sleeve.
2. Our warehouse is located in a commercial area and we may not be able to receive returned parcels sent by NZ Post. Therefore, we suggest that the item should be returned by a courier.
3. To maintain the highest safety standards for both our customers and staff, we have permanently discontinued all customer pickups and drop-offs at our warehouse facility. This decision was made due to constant heavy vehicle activity in our operational area, which creates potential safety risks. In addition, there will be no available staff that can accommodate you.
Kindly provide us your return tracking number so that we can immediately locate the whereabouts of your parcel.
Once we receive the item in good condition, we will process the refund of $xxxx back to you via the original payment method.
Thank you for your understanding and patience.
EXEMPTIONS: Out of the normal cases, needs BD Manager Approval first.
For all exemptions, please make sure that you have rejected the customer once and have explained the reasons why in a polite manner, based on our Terms & Conditions.*
The customer stated the item was defective after several uses.
Note: Please be advised that this case does not fall under our 30 Days Money Back Policy and will be treated within/outside the 14 day DOA and we will process the case accordingly.
For the Special Arrangement box on the workflow below, please make it a point to ask for BD manager approval first. If BD Manager is unavailable please contact Technical Manager to seek approval. All BD manager approvals are recorded accordingly for KPI & QA scoring reference.*
