Return Policy
Exchanges and Returns Policy
1. Scope and Applicability
1.1. This policy applies to products purchased from the Kodiak website (https://www.mykodiak.com/), operated by Zen (ABN 62 002 764 552) in Australia, New Zealand, and Singapore.
2. Change of Mind Returns and Exchanges
2.1. You may exchange or return any item as a change of mind* within 30 days of receiving the item, provided the item is in its original condition — unused, in original packaging with the original tags still attached.
3. Exchanges
3.1. To exchange your purchase for another product of the same value, please contact our Customer Service team and state your request.
3.2. Once we receive and approve your returned item, please allow up to 5 business days for your order to be processed and a further 3-5 business days* for delivery.
3.3. For exchanges involving products of a different value (higher or lower than the original purchase), please contact Customer Service for assistance.
3.4. You are responsible for shipping and handling charges for any exchanges.
3.5. If you require your replacement urgently, we recommend repurchasing to avoid missing out on stock and to receive your item sooner, then process your original purchase as a return for credit or refund.
3.6. To qualify for our 'Zero-risk 30 day guarantee' for exchange for change of mind*, your item must be unused and in the same resalable condition that you received it, in original packaging with original tags attached.
3.7. We reserve the right to refuse exchanges for items returned used, damaged, or without all original packaging.
3.8. Exchanges are valid in Australia, New Zealand, and Singapore only.
3.9. We cannot process or deliver orders on public holidays; in such cases, your order will be processed the next business day.
4. Returns
4.1. Returns are accepted if the item is in its original condition — unused, in original packaging with original tags still attached.
4.2. We reserve the right to refuse refunds for products returned used, damaged, or without all original packaging.
4.3. We recommend sending return parcels via registered post as we are not liable if your return is lost in transit. If your parcel goes missing, you will be required to provide proof of delivery at our address and a scanned image of the signature obtained upon delivery. Without this information, we cannot be held accountable for any losses.
5. Refunds
5.1. Refunds are issued in the same currency used to pay for the order.
5.2. Because foreign currency conversion rates fluctuate, the refunded amount may differ slightly from the original payment due to currency conversion, transaction, and banking fees.
5.3. Refunds will be processed using the same payment method used to pay for the order. We cannot issue refunds to a different card or bank account.
5.4. If currency conversion is necessary for the refund, the current exchange rate at the time of refund will be used, not the rate at the time of purchase.
5.5. Once your goods have been received by Kodiak, please allow up to 5-10 business days for your refund to be processed back to your original payment method. The time it takes for the refund to appear in your account depends on your financial institution.
6. How to Lodge Your Exchange or Return
6.1. Kodiak does not operate a return centre. To initiate an exchange or return, please contact our Customer Service team.
6.2. Our Customer Service team will provide you with instructions on how to proceed with your exchange or return.
7. Customer Service Contact
7.1. Our Customer Service team operates Monday to Friday (excluding public holidays in Sydney, Australia) from 9 am to 5 pm Australian Eastern Standard/Daylight Savings Time.
7.2. Click Customer Service team to contact the team via email.
8. Important Notes
8.1. *Change of mind refers to a purchase where you received the product as ordered but simply changed your mind, found it cheaper elsewhere, decided you did not like the purchase, or had no use for it.
8.2. Consumer guarantees do not apply under the ruling of the ACCC in change of mind cases, and we reserve the right to refuse a refund or exchange for change of mind.
8.3. For more information on your consumer rights and guarantees, please visit the ACCC Consumer Rights website.
