Refund policy
Koolatron Australia – Returns & Warranty Policy
100% Customer Satisfaction Guarantee
We know you're going to love your Kenmore product! But if you ever have a question or concern, our dedicated Australian customer service team is here to help. We work hard to ensure you're happy with your purchase—just reach out to us at serviceau@koolatron.com on business days, and we’ll be ready to assist!
Returns & Exchanges
We want your shopping experience to be simple, transparent, and hassle-free. Please review the information below regarding returns, refunds, and your rights under Australian Consumer Law.
Change of Mind Returns
If you change your mind about your purchase, we may accept a return provided that:
- The item is returned within 30 days of delivery;
- The item is unused, unopened, and in brand-new saleable condition;
- The item is returned in its original packaging with all accessories and documentation included.
Approved change-of-mind returns will be refunded to the original payment method. Return shipping costs for change-of-mind returns are the responsibility of the customer.
Please contact our customer service team before returning any item so we can provide return instructions and help ensure your return is processed promptly.
Incorrect, Damaged, Defective or Misdescribed Products
If you receive an incorrect item, a product that arrives damaged, a defective product, or a product that is significantly different from its description, please contact us as soon as possible.
Depending on the circumstances and your rights under Australian Consumer Law, we may provide a repair, replacement, refund, or other appropriate remedy.
Where a product is faulty or covered by Australian Consumer Law consumer guarantees, Koolatron Australia will cover reasonable return shipping costs where required.
Shipping & Delivery
Orders are typically dispatched within 24 business hours using Australia Post Regular Parcel service. During peak periods, public holidays, promotional events, and sales campaigns, dispatch and delivery times may be longer than usual.
If your order is required by a specific date, we recommend selecting Express Post at checkout.
Lost or Misdelivered Orders
If your order appears to be lost, delayed, or misdelivered, please contact our customer service team. We will work with Australia Post to investigate and assist in resolving the issue as quickly as possible.
Refund Processing
Once an approved return has been received and inspected, refunds are generally processed within 5 business days to the original payment method.
Return Address
Attention Koolatron
Next3PL
Building 2B/2 Culverstone Road
Minto NSW 2566
Australia
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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
The benefits provided under any manufacturer's warranty are in addition to your rights and remedies under the Australian Consumer Law.
Manufacturer Warranty
In addition to your rights under Australian Consumer Law, Koolatron Australia provides warranty coverage against defects in materials and workmanship under normal domestic use.
Warranty Periods
| Brand | Product Category | Warranty Period |
|---|---|---|
| Koolatron | Mini Fridges & Cosmetics Fridges, Thermoelectric Coolers & Warmers | 12 Months |
| Koolatron | Compressor Wine Coolers | 12 Months |
| Kenmore | Refrigerators & Freezers | 24 Months |
| Kenmore | Major Cooking Appliances | 12 Months |
| Kenmore | Small Kitchen Appliances | 12–24 Months* |
| Kenmore | Coffee Machines & Grinders | 12–24 Months* |
| Total Chef | Microwaves | 12 Months |
| Total Chef | Air Fryers | 12 Months |
| Total Chef | Ice Makers | 12 Months |
| Oskar | Shelving & Storage Products | 12 Months |
| Lentek | Pet Care, Pest Control Products | 12 Months |
*Please refer to the individual product manual for the warranty period applicable to your specific product.
Where a product category is not specifically listed above, the warranty period stated in the product manual, product packaging, or product page shall apply.
Warranty Exclusions
The manufacturer's warranty does not cover:
- Damage caused by misuse, abuse, neglect, or improper installation;
- Damage resulting from accidents, alterations, unauthorised repairs, or modifications;
- Normal wear and tear, cosmetic damage, or consumable parts;
- Commercial or industrial use where the product is intended for domestic use only;
- Damage caused by failure to follow operating or maintenance instructions.
If you are unsure whether your issue is covered, please contact us and our team will be happy to assist.
Need Assistance?
For returns, warranty claims, product support, or general enquiries relating to Koolatron, Total Chef, Oskar, or Lentek products, please contact:
Email: serviceau@koolatron.com
Kenmore Customer Care
For Kenmore product support, warranty claims, spare parts enquiries, or general assistance, please contact:
Email: KenmoreCustomerCare@koolatron.com
Our customer service teams will respond as soon as possible during business hours.
