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Clear out junk files and repair common Windows errorsFree Scan →Scan for outdated or missing drivers - takes under a minuteDriver Scan →Perth content creator Narissa, known on TikTok as @narissacreativestudio, said she was disappointed after she could not exchange an unopened black Three Tier Trolley for a white one. PerthNow reported her account on 7 January 2025; the report does not independently verify the conversation or establish the purchase date. Kmart’s current policy says online purchases cannot be exchanged, though eligible items may be returned and bought again.
What Narissa said happened
In a report published on 7 January 2025, PerthNow journalist Chloe Maher said Narissa wanted to swap an unopened black Three Tier Trolley for the same item in white. According to Narissa’s account in the report, staff told her the exchange was unavailable because the 60-day period had passed and the purchase had been made online. The exact conversation and the purchase date are not independently established by the report. PerthNow’s report
PerthNow also reproduced Narissa’s explanation that she had the purchase docket and the box was sealed. She argued that customer service should be the priority, and said: “I’ve worked retail for a long time and to deny a customer of an exchange is just so wrong.” That is her opinion, not a finding about Kmart’s legal obligations.
In a follow-up video, she said: “I think people are missing the point. . . I have the purchase docket from purchasing it online, the box is not open, its fully sealed i have not touched it. . . it’s a straight exchange.” PerthNow reproduced that statement; the report does not establish the trolley’s brand, SKU, dimensions or exact model.
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What Kmart’s current online-return policy says
Kmart’s current FAQ says online purchases cannot be exchanged. If an item meets the return conditions, the customer can return it and purchase the preferred item separately. The FAQ distinguishes Kmart, Target and marketplace products sold through kmart.com.au, so the seller and fulfilment route matter. Kmart’s returns FAQ
- Eligible Kmart products bought in store or on kmart.com.au can be returned to a Kmart store.
- Target and marketplace products follow different return routes; check the product’s seller and the order details rather than assuming a Kmart store can process every online return.
- Kmart’s current FAQ gives eligible Kmart and Target products a 60-day change-of-mind return period, and marketplace products a 30-day period.
- Kmart’s change-of-mind policy search result says eligible OnePass members have 365 days, with an exchange voucher for returns from day 61 through day 365. Check the live policy for eligibility and exclusions before relying on this window. Kmart’s change-of-mind policy
These are current policy details, not proof of the precise terms or staff advice applying to Narissa’s January 2025 interaction. Return conditions and exclusions can change.
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Change of mind is different from a product problem
Wanting a different colour is ordinarily a change-of-mind request, not evidence that an item is faulty. WA Consumer Protection says Australian Consumer Law (ACL) generally does not give consumers a right to return a product simply because they changed their mind; a retailer may choose to offer a more generous policy. WA Consumer Protection: change of mind
| Reason for return | What applies | Possible route |
|---|---|---|
| Change of mind, such as preferring another colour | The retailer’s change-of-mind policy and its conditions | For an eligible online Kmart purchase, Kmart says to return the item first and buy the desired item separately. |
| Fault, unacceptable quality, misdescription or recall | Consumer guarantees under Australian Consumer Law, separate from a voluntary change-of-mind policy | The appropriate remedy depends on the problem and its seriousness. For a major failure, the consumer may choose a refund or replacement. |
Kmart’s consumer-guarantee policy lists faulty, unacceptable-quality, misdescribed and recalled goods as consumer-guarantee cases. That policy page states an effective date of October 2025, after the reported incident, so it should not be used to claim exactly what policy applied during the January 2025 exchange request. Kmart’s consumer-guarantee policy WA Consumer Protection explains remedies for consumer-guarantee problems. WA Consumer Protection: consumer guarantees and remedies
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What to check before returning an online item
- Identify the seller. Check the order confirmation or product listing to see whether the item was sold by Kmart, Target or a marketplace seller.
- Check the applicable window and conditions. Compare the purchase date with the current return period for that seller and product, and read the exclusions on the live policy page.
- Use the correct return channel. Kmart says eligible Kmart goods bought online or in store can go to a Kmart store; Target and marketplace goods have separate processes.
- State the reason accurately. A preference change follows the retailer’s change-of-mind rules. If the product is faulty or does not meet a consumer guarantee, describe the problem and ask about the applicable remedy.
- Keep proof of purchase and relevant product details. A docket or order confirmation can help identify the transaction, but it does not by itself determine whether an exchange or other remedy is available.
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
