Our Returns Policies

When you buy a product at Woolworths Supermarkets, Woolworths Metro or Woolworths Online (excluding Gift Cards and Everyday Market), you are covered by our Woolworths Supermarkets Returns Policy. The full policy is set out below. Below is a summary of our key policy terms:

• If you're not happy with your fresh food purchase, Woolworths will refund and replace eligible products under our Fresh or Free Guarantee (further outlined below).
• If you change your mind about a product you purchased from Woolworths, you can return it within 30 days if you have a proof of purchase, the product is unused in its original packaging (and not within 2 days of expiry) for a Store Credit Voucher.
• If a product you purchased is faulty:
  • Woolworths will provide a refund, replacement, or repair when you show proof of purchase at the service desk of any Woolworths store.
  • If you don't have proof of purchase, Woolworths may provide you with a Store Credit Voucher.

All goods and services provided by Woolworths Supermarkets, Metro and Woolworths Online are subject to Australian Consumer Law guarantees.

At Woolworths, we will offer a Specials Raincheck Voucher to customers if a product is advertised on a Yellow Ticket Promotion but is out of stock when the customer wishes to make their purchase.

With this Voucher, a customer can return to any Woolworths Supermarket or Woolworths Metro Store and purchase the specified product at the price that was offered on the Yellow Ticket Promotion when the item was out of stock.

Raincheck Vouchers are valid for 30 days from the date of issue. Vouchers are not available nor redeemable online. Vouchers do not extend to any other offers. Some exclusions and terms and conditions apply.

You can find more information on Specials Rainchecks here: https://www.woolworths.com.au/shop/discover/about-us/raincheck

Under our Fresh or Free Guarantee, we’ll refund AND replace* any fresh food you're not happy with which is sold online or in-store. ‘Fresh food’ includes any unpackaged products sold from our Fresh departments and any packaged products marked with the Fresh or Free symbol. Some exclusions apply. Contact our customer care team online, or see one of our friendly team members in-store, if you have any queries.

For products purchased from our MILKRUN platform, please see the MILKRUN Australia Terms and Conditions for how the Fresh or Free Guarantee applies to those products.

If you’d rather not have the same item as a replacement, we’ll offer you a product of similar size, price and variety.

*For purchases made via Woolworths Online, we’ll provide you with a refund of the fresh food you’re not happy with, and you also have the option to visit any Woolworths Supermarket or Woolworths Metro store with your affected product and proof of purchase to return that product and obtain a replacement. We are unable to provide you with a replacement (in addition to the refund already provided to you) unless you return to store with the affected product.

For products purchased from Woolworths at Work, you’ll receive a refund of the fresh food you’re not happy with (without a replacement of that product).

All products you buy in store at Woolworths Supermarkets, Woolworths Metro and Online (via the Woolworths’ website and Woolworths’ mobile application), with the exception of Gift Cards and Everyday Market from Woolworths products, are covered by this Woolworths Supermarkets Returns Policy. All products you purchase from Everyday Market from Woolworths are covered by a separate returns policy, and products purchased from MILKRUN are covered by a separate returns policy.

The Woolworths Supermarkets Returns Policy also applies to products you buy using a Woolworths at Work in store card at Woolworths Supermarkets and Woolworths Metro, and Online at https://atwork.woolworths.com.au/ using a Woolworths at Work account

We will happily provide a Store Credit Voucher where you have changed your mind about a product purchased from Woolworths provided that the product:

• is returned to us with a proof of purchase within 30 days of purchase;
• is in its original condition, including with packaging;
• has not been used and, if a perishable product, is not expired or within 2 days of expiry; and
• the product has not been excluded from change of mind returns (as noted in “Change of Mind Exclusions” below).

A Store Credit Voucher, similar to a Woolworths Gift Card, has a 3 year expiry, and can be redeemed over multiple shops, at any Woolworths Supermarket, Woolworths Metro, or Woolworths Online.

Tobacco products, gift cards, mobile phones, SIM packs/kits and recharge vouchers are not eligible for change of mind returns.

We will not provide a refund where you have changed your mind about products purchased from Woolworths.

If the product you buy from Woolworths is faulty then we will refund the purchase price, replace or repair the product. We reserve the right to refuse to arrange a refund, repair or replacement if the product is not faulty or the product fault has arisen because the product was misused by you.

For some high value products, Woolworths reserves the right to have the product assessed to verify any problem with the product 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 the Woolworths Supermarkets Returns Policy, you must return the relevant product (covered by the Woolworths Supermarkets Returns Policy) at the service desk of any Woolworths store. Any cost incurred by you in bringing the product to the service desk will be borne by you.

If you do not have proof of purchase and you wish to return a faulty or defective product, we will, at our option, provide you with a Store Credit Voucher to the value of the purchase price. Where applicable, products may be returned to the manufacturer for repair or exchange.

• If your product cannot be easily returned to your local Woolworths store 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 a product to us and that product requires a repair, you should be aware that the repair of that product may result in the loss of any user-generated data stored on the product. 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 goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and

• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

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

Everyday Market from Woolworths is an online marketplace where products are sold and shipped directly by Everyday Market sellers. This means that you can access an extended range of products in one convenience place while you're shopping on Woolworths Online.

Everyday Market items cannot be returned or refunded in-store. All returns must be arranged online.

Change of mind returns for Marketplace items may be offered within 30 days of purchase, provided the item meets the return criteria. This is in addition to your rights under the Australian Consumer Law.

To be eligible, items must be returned  ‘as new’, meaning they are unused, undamaged, in their original packaging and, in saleable condition  with all accessories included. Clothing, footwear, and accessories must also have all original tags attached.

The following items are not eligible for change of mind returns:

• big and bulky items (with a gross weight greater than 22kg, shipping length greater than 105cm and shipping dimensions greater than 0.25 cubic metres) (e.g. trampolines, mattresses)

• personal and hygiene-sensitive items (e.g. underwear, intimates, pierced jewellery, cosmetics and skincare)

• perishable goods (e.g. flowers, foods) and gift hampers

• custom-made, monogrammed, personalised, or altered items

• e-gift cards

• prepaid SIMs and mobile starter packs

• dangerous or prohibited items as classified by Australia Post (e.g. flammable liquids, gas cylinders for soft drink makers)

A change of mind return may incur a return fee, this will be deducted from your final refundItems returned without approval, or items that don’t meet the return criteria, may not be eligible for a refund. 

Please note that delivery fees paid for Marketplace orders are non-refundable for change of mind returns.

The Woolworths Supermarkets change of mind returns policy does not apply to Everyday Market items.

Items sold on Marketplace come with guarantees under the Australian Consumer Law.

If your item has a major failure, you’re entitled to choose a refund or replacement. If the failure is minor, the seller may choose to provide a repair, replacement, or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from the failure.

If your item is faulty or arrives damaged, please contact the Marketplace seller as soon as possible via Feedback & Enquiry form

Providing clear details and photos will help the Marketplace seller assess the issue and work with you to resolve it quickly.

Nothing in this policy limits your rights under the Australian Consumer Law.

Each Marketplace seller operates in line with Marketplace policies and Australian Consumer Law.

To request a return:

Fill in the Feedback & Enquiry form to request a resolution to your return and one of our friendly team will be in touch to resolve this for you.

Reminder: 

• Marketplace items cannot be returned or refunded in-store. All returns must be arranged online.

Once a return is approved and processed, refunds will be issued to the original payment method. Refunds may take up to 5 business days to appear in your account, depending on your payment provider.

Any applicable return fees will be deducted from your refund amount. Original delivery charges are non-refundable unless the item is faulty or incorrect.