Woolworths Return 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 $30 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 $30 or more, we will, at our option, provide you with a Returns Card issued by Woolworths Group 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 woolworthsgroup.com.au

If a refund is given in the form of a Returns Card issued by Woolworths Group 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 Group Limited Our Responsibility to you


Fresh or Free Guarantee

The Supermarkets Returns Policy applies in conjunction with our Fresh or Free Guarantee. Under our Fresh or Free Guarantee, we’ll refund AND replace any fresh food* you're not happy with that is sold online or in our supermarkets and metro stores.

* ‘Fresh food’ includes any unpackaged products from our Fresh Departments and any packaged items marked with the fresh or free symbol. Some exclusions may apply. See one of our friendly team members if you have any queries.


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 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 iTunes Cards) are subject to their own separate terms and conditions, as well as the rights and remedies provided by the Australian Consumer Law.


Bag for Good™ Replacement Policy

With the nationwide phase out of single-use plastic shopping bags from 20 June 2018, Woolworths Supermarkets are offering a new reusable, green shopping bag, Bag for Good™, for customers to purchase.

As part of our commitment to a greener future, we’ll happily replace any damaged Bag for GoodTM for free. All you have to do is bring your damaged Bag for GoodTM to our Customer Service desk next time you're in one of our supermarkets to receive a new Bag for Good™ . No receipt or proof of purchase is required. This replacement policy does not include any Bag for GoodTM bags which are merely dirty, stained or messy or which are worn or frayed due to normal wear and tear.

This replacement policy does not apply to any shopping bags other than the Bag for GoodTM bags sold by Woolworths supermarkets including, without limitation, chiller bags and any other reusable bags.


Mobile Services Return Policy Addendum

Return Policy Addendum for mobile services

In connection with the telecommunication services we supply, in addition to the matters set out in the Woolworths Supermarkets Returns Policy at woolworths.com.au/mobile this policy outlines the core principles of our repair, exchange and refunds policy for mobile phones. When we supply you with a mobile handset or telecommunications services, you have legal rights under the Australian Consumer Law as set out in the Competition and Consumer Act 2010 (Cth) known as Consumer Guarantees which are described in more detail below. Nothing in this policy affects your rights under Consumer Guarantees which can apply even after the manufacturer's warranty is no longer applicable. 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.


Manufacturer's Warranty

Most mobile handsets are accompanied by a manufacturer's warranties. These warranties tend to cover manufacturing faults with the handset as described in those warranties. You'll usually be entitled to a replacement or repair of your phone if a manufacturing fault happens during the term of the manufacturer's warranty.


Consumer Guarantees

Over and above any manufacturer's warranty, Consumer Guarantees include a guarantee that the mobile phone will be fit for purpose, safe, lasting, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost because your satisfaction is important to us.

For more information about Consumer Guarantees and your return rights, please visit www.accc.gov.au


Additional Information

If possible, back up your data and unlock your mobile phone using your personal access code before returning it. The assessment or service process may result in the loss of any data stored on your mobile phone. Give us as much detail about the fault as you can, particularly if it doesn't happen all the time. Don't forget to also provide your preferred contact number to reach you on. Please choose carefully as Woolworths does not refund or exchange mobile phones for change of mind or wrong selections (unless we have in any way contributed to a wrong selection of the handset).