What is Kmart's Change of Mind Returns Policy?
This article equips customer service agents with a complete guide to Kmart's change of mind returns policy, eligibility, step-by-step processing, and handling exceptions for both online and in-store purchases.
Overview
Kmart allows customers to return products if they change their mind, provided the product is returned within specific timeframes, is in resaleable condition, and the customer can provide adequate proof of purchase. Standard change of mind returns apply differently to Kmart-sold items, Target items purchased via kmart.com.au and Marketplace seller items. OnePass members have additional benefits.
Eligibility Requirements
- Time Limit: Returns must be initiated within 60 days of purchase for items sold by Kmart or Target directly. For items sold by a Marketplace seller, the window is 30 days.
- Condition: Item must be unused, unworn, and in original packaging with tags attached where applicable. The item must be in a saleable state.
- Proof of Purchase: Original receipt, order confirmation email, or digital receipt is required.
- Excluded Items: Certain products (e.g., perishable items, opened hygiene products, some clearance or bespoke items) may be excluded from change of mind returns — check product page or exclusions list.
- OnePass Benefit: OnePass members may be eligible for 365 day change of mind returns on eligible products.
Step-by-Step Instructions for Agents
- Verify Identity: Ask for customer name, order number, email address, and store of purchase if applicable.
- Locate Order: Use the order management system to search by order number, email or phone number.
- Check Eligibility: Confirm purchase date, seller (Kmart, Target on kmart.com.au, or Marketplace) and product condition. Note Marketplace items have different processes.
- Advise Customer: Inform the customer about return options: in-store return, Click & Collect returns or mail returns (if available). Provide timeframe and expected refund method.
- Process Return: For in-store returns, instruct customer to bring product and receipt to any Kmart store. For online returns, generate return authorisation or direct customer to the returns portal and provide shipping instructions.
- Confirm Refund: Explain refund timing and method (original payment method) and provide a reference number. Refunds are processed once returns are received and inspected.
Important Notes / Warnings
⚠️ Warning: Marketplace items are returned via the Marketplace seller — direct the customer to chat if the purchase was from a Marketplace seller so we can escalate to the seller. OnePass eligibility must be verified before promising 365 day returns.
💡 Tip: If a customer does not have a receipt, search orders by email or phone number. If no record exists and the customer insists on a change of mind return, follow escalation protocols.
Frequently Asked Questions
Q: Can a customer return a sale item?
A: Yes, sale items are eligible for change of mind returns provided they meet standard conditions, unless specifically excluded.
Q: Can I offer an exchange instead of a refund?
A: Yes. Offer exchange options where stock is available; process as an exchange transaction in the system and provide the customer with pick-up/collection or shipping details.
Troubleshooting Tips
| Issue | Solution |
|---|---|
| Customer missing receipt | Search by email/phone or ask for bank statement; if not found, escalate per manual refund exception process. |
| Item appears used | Inform customer the item must be in resaleable condition; offer store credit only if local manager approves. |
| Marketplace return dispute | Open a Marketplace case and notify customer of expected seller response time. |
Related Information
- How to Process a Customer Refund
- OnePass Benefits and Returns
- Marketplace Returns & Seller Responsibilities
Use this article as your primary reference for all change of mind return queries. When in doubt, escalate via the internal returns support queue.