Supermarkets Returns Policy




All products you buy in store at Woolworths Supermarkets and Online, with the exception of Gift Cards, are covered by the Woolworths Supermarkets Returns Policy. *

With Proof of Purchase

If the product you buy from Woolworths Supermarkets is faulty or if you are not satisfied with it, then we will cheerfully refund the purchase price, exchange or repair the product. 

For some high value items, Woolworths reserves the right to have the product assessed for acceptable quality prior to providing you with a suitable remedy. For products that cannot be assessed in‐store, we will arrange for the product to be sent to the manufacturer (or relevant repair agent) for assessment.

It may be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). You certainly have that option. Our service desk staff are happy to provide you with their relevant contact details to assist you.

To make a claim under our Returns Policy, you must return the item at the service desk of any Woolworths Supermarket. Any cost incurred by you in bringing the item to the service desk will be borne by you.

If you have changed your mind…

In addition to claims for faulty or defective products, we will cheerfully refund the purchase price where you have simply changed your mind and you return the product to us unopened, in its original packaging and with clear proof of purchase.

Without Proof of Purchase

Products with a purchase price of less than $15 will be either exchanged, refunded in cash or reimbursed in the original payment method. 

If you do not have proof of purchase and you wish to return a faulty or defective product with a purchase price of $15 or more, we will, at our option, provide you with a Returns Card issued by Woolworths Limited to the value of the purchase price, which you can use in any participating store within 6 months from the date of issue. Where applicable, products may be returned to the manufacturer for repair or exchange, or we may reimburse you the purchase price in the original payment method.

You will be required to provide identification showing your name, address and signature in the above instances and these details will be recorded for loss prevention purposes. If you wish to obtain information on our Privacy Policy, you can find it at www.woolworthslimited.com.au

If a refund is given in the form of a Returns Card issued by Woolworths Limited then the following

restrictions will apply

• the card will have an expiry date of 6 months from the date of issue;

• the card will be distinguishable as a Returns Card issued by Woolworths Limited Our responsibility to you

Fresh or Free Promise

The Supermarkets Returns Policy applies to our Fresh or Free Promise but:

Without Proof of Purchase

If you do not have proof of purchase and you wish to return product with a purchase price of $15 or over, at our discretion, we will provide you with a Returns Card issued by Woolworths Limited to the value of the purchase price which you can use in any participating store within 6 months of issue.

Our Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.

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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, we are entitled to choose between providing you with a repair, replacement or refund.

To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Woolworths Supermarkets to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (e.g. from your doctor), depending on the loss or damage.

Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Woolworths Supermarkets adopts the same approach. As you can appreciate the type of remedy we will offer you may vary depending on how long it takes you to return the product to us. At Woolworths Supermarkets, we will always take a fair and reasonable approach.

Additional Information

• If your product cannot be easily returned to your local Woolworths Supermarket because of the nature of the fault, the size of the product or because it is affixed to your premises, please contact us and we will arrange for the product to be assessed and a suitable remedy provided.

• Where applicable, when you return a product we ask that you return the product with accessories and instruction manuals.

• Where you return an item to us and that item requires a repair, you should be aware that the repair of that item may result in the loss of any user‐generated data stored on the item. Examples of user‐generated data include files stored on a computer hard drive, telephone numbers stored on a mobile telephone, songs stored on a portable media player, games saved on a games console and files stored on a USB memory stick. You should also be aware that, in some circumstances, 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 the goods. 

Our contact details

If you have any questions about our Returns Policy, please talk to your local Store Manager or do not hesitate to contact us at:

Woolworths Limited

1 Woolworths Way, Bella Vista NSW 2153

Phone: (02) 8885 0000

* Please note that all Gift Cards (including WISH Gift Cards, other Woolworths branded Gift Cards and all third‐party branded Gift Cards such as iTunes Cards) are subject to their own separate terms and conditions, as well as the rights and remedies provided by the Australian Consumer Law.

Frequently asked Questions

How can I obtain a refund for an item I have purchased?

For all returns and exchanges please approach the service desk at your nearest Woolworths Supermarket.

I still have my receipt. Can I get a refund?

Generally, if the product you buy from a Woolworths Supermarket is faulty or if you are not satisfied with it, Woolworths will cheerfully refund the purchase price of an item with clear proof of purchase. Just take your item to the service desk at your nearest Woolworths Supermarket.

I have changed my mind and no longer want an item I have purchased. Can I return it?

If you no longer want a product you purchased from a Woolworths Supermarket, take your item to your nearest store unopened, in its original packaging and with a clear proof of purchase and we will cheerfully refund the purchase price or exchange the product.

I lost my receipt or I elected not to receive one when I bought my item/s (you may elect not to receive a receipt for transactions under $30). Can I get a refund?

Products with a purchase price of less than $15 can be exchanged, refunded in cash or reimbursed in the original payment method.

For items over $15, if you have no other acceptable proof of purchase, reimbursement will be given on a Woolworths Limited Returns card at the Store Manager’s discretion.

However, by providing us with some simple information regarding your transaction (such as the date, time and amount of your transaction), we can access and readily provide to you a copy of your receipt up for up to three months prior to the current date.   

Can I get a refund or exchange on a product I purchased from a different Woolworths Supermarket?

Yes, with a clear proof of purchase, we can offer a refund or exchange for an item that you have purchased from any Woolworths Supermarket. Without proof of purchase, products with a purchase price of less than $15 can be exchanged, refunded in cash or reimbursed in the original payment method. For items over $15, if you do not have proof of purchase, an exchange or reimbursement in the form of a Woolworths Limited Returns card will be given at the Store Manager’s discretion.

How long do I have to return a product?

Your rights to refund or exchange under the Australian Consumer Law are not limited to a set time. However time periods can vary from product to product, particularly fresh food. For example, it would be best to return a product prior to its expiration date.

Do I need to show identification for a refund or exchange?

If you provide a proof of purchase no ID is required. For a refund or exchange over $15 where proof of purchase is not provided we may require identification to be presented.

What personal information is required for a refund without proof of purchase?

For refunds and exchanges over $15 you may be required to present identification that confirms your name, address and signature.

What do you do with my personal information collected during a refund or exchange?

We ask you to provide us with limited personal information during the returns or exchange process. We record this information to assist in detecting improper use of our policies.

Your privacy is respected. Any information collected is handled sensitively and in accordance with our Privacy Policy.View our Privacy Policy.

Can I contact the manufacturer directly regarding a faulty product?

Yes, you have that option. It may be more convenient for you to liaise with the manufacturer directly, and at times this may be more time efficient for you. The Service Desk staff at any of our stores are happy to provide you with the relevant contact details.

Can I return an item I purchased online to a Woolworths store?

Yes, you can take the product and invoice to your nearest Woolworths store. How it is then dealt with will depend on whether the product is faulty or defective, or if you have simply changed your mind, as outlined above.

Can I get a refund on a mobile phone?

If you have changed your mind about purchasing a Vodafone, Telstra or Optus mobile phone, it can be refunded or exchanged with proof of purchase up to 14 days after purchase, provided that the phone is unused and unopened.

If the mobile phone appears to be faulty or defective and therefore is not of acceptable quality, please return it to your local Woolworths supermarket with your proof of purchase. We may return it to the manufacturer for assessment. Once we receive notification from the manufacturer we will cheerfully offer you a suitable resolution.

When you return a mobile phone or similar device to us and that item requires repair, you should be aware that the repair of that device may result in the loss of any user-generated data stored on that item. User generated data may include phone numbers and music stored in that device. 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 the goods.  

What is the Fresh or Free Guarantee?

Our Fresh or Free Guarantee applies only to food items which are consumed by humans, including vitamins.

With a clear proof of purchase Woolworths will cheerfully refund the purchase price and replace a product that is not fresh or of the quality that you expect from Woolworths. For all products without proof of purchase, at the Store Manager’s discretion we will provide a Woolworths Limited Returns Card to the value of the purchase price.

How long do I have to use my Returns Card?

From date of issue, Woolworths Limited Returns Cards have a six month expiry.

Where can I use my Returns Card?

Woolworths Limited Returns Cards can be used in all Woolworths Supermarkets and Big W.

I purchased an electrical appliance over 12 months ago and it’s stopped working. What can I do?

Return the item to your nearest Woolworths store with proof of purchase. We may return it to the manufacturer for assessment. Once we receive notification from the manufacturer we will cheerfully offer you a suitable resolution.  

What are my rights for returns under the Australian Consumer Law?

Woolworths’ Returns Policy includes the rights you have under the Australian Consumer Law. Our Policy provides you with benefits in addition to those required by law, because your satisfaction is important to us.

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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where failure does not amount to a major failure, Woolworths is entitled to choose between providing you with a repair, replacement or refund.

Can I return Pre Paid Vouchers?

Some items can not be returned if you have changed your mind. These include:

* Internet recharge cards

* Pre Paid vouchers (including recharge cards, WISH Gift                 

* Cards, iTunes music cards, prepaid MasterCard etc).

What do I do with a product that is on recall?

Always return an item that is on Product Recall to any Woolworths Supermarket for a full refund.

View our full list of product recall information.
 

What is a Raincheck?

If Advertised Stock is unavailable for you to purchase from your Woolworths Supermarket, we will cheerfully provide you with a Raincheck so you can purchase that Product with a Raincheck Voucher at the same price when it becomes available unless an Exclusion applies.

What are the Exclusions?

A Raincheck will not be offered on Advertised Stock where it is specified *While stocks last in any relevant advertising material. 

If this is the case, please see our friendly staff at the service desk who can find out if the Product is available from another local Woolworths Supermarket.  If not, the service team may be able to assist you to identify a suitable alternative.

What Advertised Stock is included for Raincheck purposes?

Advertised Stock refers to any Product advertised for sale in catalogue, press, television or which is on promotion in-store at your Woolworths Supermarket but does not include Woolworths Online.

How do I obtain a Raincheck Voucher?

See our friendly staff at the service desk who will confirm that the Product is unavailable and that a Raincheck will be offered. If the Product is unavailable, the service desk staff will provide you with a Raincheck Voucher.

Where can I redeem a Raincheck Voucher?

Raincheck Vouchers can be redeemed at any Woolworths Supermarket where the Product is ranged.

How long is a Raincheck Voucher valid for?

Raincheck Vouchers are valid for 12 months from the date of issue.

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