Our returns policy is in addition to your rights under the Consumer Guarantees Act 1993, because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
Subject to your rights under the Consumer Guarantees Act 1993, if you wish to return an item because you have changed your mind about your purchase, Kmart will refund your monies to the original form of purchase, or offer an exchange voucher, provided that:
You return the item/s within 60 days of purchase;
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.
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 Consumer Guarantees Act 1993, products on the list of exclusions can be returned if they are not of an acceptable quality, not fit for purpose or do not match the sample or description. In the instance of faulty white goods, an at-home repair service is available.
In addition to any other rights you may have under the Consumer Guarantees Act 1993, Kmart will accept product returns and provide you with an exchange voucher, refund or repair 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 not to offer an exchange voucher, or refund where the item fault is a result of misuse or neglect.
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.
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.
For white goods, please call Kmart customer care on 0800 945 995 (NZ toll free number) 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. The 2-year warranty applies in addition to any applicable guarantees under the Consumer Guarantees Act 1993, including (as part of the guarantee of acceptable quality) that the goods are durable.
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.co.nz).
Gift cards cannot be returned if you change your mind. They also cannot be exchanged for cash or refunded to another payment form such as bank card. Kmart will accept returns that have been purchased via a Gift Card for products that meet the change of mind returns or other returns criteria or those that do not meet other aspects of the Consumer Guarantees. In these instances, Kmart will provide you with an exchange voucher, if over $5, issue a gift card of the same type and amount, or if required under the Consumer Guarantees Act 1993, a refund. Please note that Kmart is not responsible for and is unable to replace gift cards which are lost or stolen.
Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
The Kmart register receipt, however you may provide a clear photo of the full Kmart register receipt, which must include the barcode;
Online Tax Invoice;
Online proof of purchase can also include Afterpay, Paypal statements, etc.; or
Financial statement such as a credit card statement or a bank statement (however, when the proof of purchase does not clearly itemise the goods and is part of a multi-product purchase, more than one type of proof of purchase may be required).
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, you will be asked to provide photo or other suitable 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. Kmart is committed to protecting the privacy of your personal information. Please refer to our Privacy Policy at https://www.kmart.co.nz/privacy-policy/nz/.
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 Act 1993.
Kmart reserves the right to assess the condition and age of returned goods prior to providing an exchange voucher or refund. This may result in an exchange voucher or refund being refused.
If you wish to access your personal information, please contact Kmart Customer Service on 0800 945 995 (NZ toll free number).
The acceptable forms of proof of identity are:
Any current Passport
Current Kiwi Access/18+ card
Current photographic student ID
NZ Driver’s License
NZ Citizen Certificate
New Zealand Certificate of Identity (issued under the Immigration Act 2009)
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.
If you live a long way from your nearest Kmart store, we recommend contacting Kmart Customer Service on 0800 945 995 (NZ toll free number) 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.
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/en-NZ.