Sometimes when you make a purchase, you get it home and it's not quite right. You should immediately inspect goods that we deliver to you or that you collect from Coogans, to ensure you are satisfied with the goods, including that the goods are of acceptable quality, and match the description we provided. Coogans do not accept responsibility for goods that you transport and are damaged in transit.
We provide a refund should the goods you purchased be:
- Faulty or unsafe
- Do not match the description
Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced troubleshooting.
In many circumstances you may find the manufacturer of your item is able to provide a quicker assessment of, and remedy for, an issue with your product, even if the manufacturer’s warranty has expired.
Coogans recommend that you contact the manufacturer of your item in the first instance and contact Coogans for assistance afterwards. If you have purchased goods from our webstore you can contact us via our contact page.
Our Returns Policy includes rights you have under Australian Consumer Law.
What if my purchase wasn’t right for me?
Please choose carefully as refunds are not provided where you have simply changed your mind, made a wrong selection or found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.
If your goods remain boxed and unopened and in original condition you may return them within 7 days from your original purchase date for a refund.
We do not accept returns where goods have been used/opened. Postage/delivery costs will not be refunded for a change of mind or wrong selection. Any return postage must be covered at your own cost.
A collection fee of $50 or the amount of a delivery (whichever is greater) will be charged to collect your goods if required. If you arrange for your goods to be collected, it may take up to 5 business days to arrange.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
All refunds will be issued when goods have arrived back to the Coogans warehouse and have been assessed by a team member. Proof of purchase must be provided when your goods are returned.
We are unable to accept the return if the goods are found to have no fault, or that the goods have been damaged due to misuse by you.
At Coogans, we always take a fair and reasonable approach to assess your returned good. As you can appreciate, our response time will also depend on how long it takes you to return the goods to us.
Approved refunds will be processed to the same account that the purchase was made from.
Returns and Repairs
You must contact us prior to returning and goods delivered to you.
You may also contact or attend the Coogans store where you collected your goods, or where your goods were dispatched from, and a Coogans staff member can assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement.
Goods must be returned within 7 days of your first contact with Coogans regarding your return or repair.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.
If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, telephone numbers stored on a mobile phone and songs stored on a portable media player, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We are not responsible for any data loss.
In some circumstances, 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 the goods.
Cancelling an order.