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    Our Returns Policies

    There are three separate returns policies that cover the different types of products we offer at Woolworths Supermarkets and our partners. These are:

    1. Woolworths Supermarkets Returns Policy
    2. Woolworths Mobile Repair, Exchange and Refunds Policy
    3. Everyday Market from Woolworths Returns Policy
    4. MILKRUN Australia Terms and Conditions

    1. Woolworths Supermarkets Returns Policy

    Summary

    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 bought from Woolworths, you can exchange it within 30 days if you have a proof of purchase, it is unused in its original packaging and not within 2 days of expiry.
    • 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 returns card or reimburse you the purchase price.

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

    Woolworths Specials Rainchecks offer

    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

    Fresh or Free Guarantee

    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).

    Full policy

    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.

    If you’ve changed your mind

    Exchanges

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

    • is returned to us with a receipt within 30 days of purchase;
    • is in its original condition, including with packaging; and
    • has not been used and, if a perishable product, is not expired or within 2 days of expiry.

    Refunds

    Until further notice, we will not provide a refund where you have changed your mind about products purchased from Woolworths.

    Faulty products

    With Proof of Purchase

    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.

    Without Proof of Purchase

    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 Woolworths returns card to the value of the purchase price. 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.woolworthsgroup.com.au/privacy-policy

    Additional Information

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

    2. Woolworths Mobile Repair, Exchange and Refunds Policy

    Mobile services

    In connection with the telecommunication services we supply, in addition to the terms set out in the Returns Policy available at www.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 in the goods or service.

    Manufacturer's Warranty

    Most mobile handsets are accompanied by 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

    Your Options

    If your mobile phone has a major fault, you have an option to:

    1. have it repaired;
    2. have it replaced; or
    3. receive a refund.

    You may even be able to end the service contract that is connected with the faulty product. If your product doesn't have a major fault we'll replace or repair your device within a reasonable time.

    If the mobile handset does not have a major fault, then we will have it replaced or repaired. Where you return your mobile phone 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 mobile phone. You should also be aware that, in some circumstances, mobile handsets presented for repair may be replaced by refurbished handsets of the same type rather than being repaired. Refurbished parts may be used to repair the handsets.

    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).

    3. Everyday Market from Woolworths Returns Policy

    All Everyday Market from Woolworths (Everyday Market) products are covered by this Everyday Market from Woolworths Returns Policy, other than products sold by Warren Turner trading as HealthyLife Pharmacy (ABN 80 166 810 779) (HealthyLife Pharmacy).

    Products sold by Warren Turner trading as HealthyLife Pharmacy (ABN 80 166 810 779) (HealthyLife Pharmacy) are subject to the HealthyLife Pharmacy Returns Policy available here. All HealthyLife Pharmacy products sold on Everyday Market are not eligible for a refund under Everyday Market’s 30 day change of mind policy.

    Everyday Market products are sold by our Everyday Market partners and will have the orange Everyday Market symbol (shown below) within the product tile when viewing product search results or close to the product image on a product details page on the Woolworths website or mobile application.

    The product will also be described as “Sold and shipped by Market Partner” or similar words to that effect. The product will also be grouped under the heading “Everyday Market”, or similar words, on the checkout page on the Woolworths website or mobile application. This policy only covers Everyday Market products and does not cover any products that are subject to the Woolworths Supermarkets Returns policy or HealthyLife Pharmacy Returns Policy.

    30 day change of mind returns

    In addition to your rights under the Australian Consumer Law, for Everyday Market products (other than “Products exempt from 30 day change of mind returns” as described below), you have 30 days after your purchase of an Everyday Market product to lodge a request to return the product for any reason.

    Under the 30 day change of mind returns policy, the Everyday Market Partner who sold you the product will happily accept a return of your product within 30 days after purchase of that product, provided the product:

    • is not exempt from 30 day change of mind returns (see below);
    • is returned to the Everyday Market Partner still in its original and saleable condition and packaging, with all accessories included; and
    • has not been worn or used and, if a perishable product, is not expired.

    If eligible for a 30 day change of mind return, you will receive a refund for the product (excluding any shipping fees paid by you at the time of placing the order) and you will not need to pay any extra shipping fee for returning the product via standard domestic shipping to an Everyday Market Partner. If the product is eligible for a 30 day change of mind return but is not located in Australia, you will receive a refund for the product (excluding any shipping fees paid by you at the time of placing the order) and you will be required to pay the relevant international shipping fee for the return of the product. See “Refund process” below for further information.

    Products exempt from 30 day change of mind returns

    We and our “Everyday Market Partners” (i.e. the sellers of Everyday Market products) cannot process a return or provide a refund for any of the following products (unless that product is faulty):

    • custom made, monogrammed, personalised or altered products;
    • swimwear, underwear, hosiery and nappies
    • pierced jewellery;
    • personal care products (eg. electric toothbrushes, shavers);
    • cosmetics and make-up;
    • fragrances;
    • nail or nail care products (eg. nail polish);
    • skin care products (eg. moisturiser, cleanser);
    • bedding accessories (eg. quilts, pillows, mattress protection items);
    • perishable goods (eg. flowers or food);
    • gift hampers; and
    • items that are advertised as not eligible for change of mind returns.

    Faulty Products

    Everyday Market Partners provide the following statement in respect of Everyday Market products or services sold by the relevant Everyday Market Partner:

    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.

    Returns of faulty products

    If the problem with the product is major, you are entitled to:

    • a refund of the product from the Everyday Market Partner; or
    • a repair or replacement from the Everyday Market Partner. You will need to submit an enquiry form available here, to request a repair or replacement from the Everyday Market Partner.

    If a product is faulty and the Everyday Market Partner requires that the product be returned to the Everyday Market Partner you will not need to pay any extra shipping fee for returning the product via standard domestic shipping. If the product is faulty and is not located in Australia, you will be required to pay the relevant international shipping fee for the return of the product.

    Examples of major failure are when the product:

    • has a problem that would have stopped you buying it had you known about it;
    • is unsafe;
    • is significantly different from the description of the product; or
    • doesn’t do what we said it would do, but does not include damage caused by misuse or returns simply due to change of mind.

    If the problem with the product is minor, you are entitled to a full refund of the purchase price of that product from the Everyday Market Partner. If you wish to re-purchase the product, you will need to re-purchase that product (if it is available for purchase) as part of a new order on Everyday Market.

    You may be refused a refund, repair or replacement if the problem has, for instance, arisen because the product was misused by the customer. The Everyday Market Partner reserves the right to have the product assessed to verify any problem with the product prior to providing you with a suitable remedy.

    How to return an Everyday Market item

    Returns within 30 days

    You can submit a return request for either a 30 day change of mind return or for a faulty product online via your Woolworths account.

    Login to your online Woolworths account and submit your return request via the ‘My Orders’ page. Once your request has been submitted, follow the instructions on the page.

    If a product is faulty or is returned using the 30 day change of mind process described above, you will not need to pay any extra shipping fee for returning the product to an Everyday Market Partner.

    Returns outside of 30 days

    In accordance with the Australian Consumer Law, you are entitled to make a return outside of the 30 day change of mind period if the product is faulty (i.e. has a major or minor problem). You can do this by submitting an enquiry form available here, requesting to arrange a refund of the product by the Everyday Market Partner and free return of the product to the Everyday Market Partner.

    Exchanges

    At this stage, Everyday Market Partners do not offer any exchanges for Everyday Market products where you have changed your mind about that product. If you would like to exchange a product you have purchased, you will need to return that product to the Everyday Market Partner by following the 30 day change of mind returns process and you may re-purchase the desired product as part of a new order if that product is available for purchase.

    Refund process

    If you are entitled to a refund, Everyday Market will process the refund on behalf of the Everyday Market Partner, however the Everyday Market Partner is responsible for providing you with the refund. All refunds will be made to the original form of payment except where you have used Everyday Rewards points or a Gift Card to pay, in which case Everyday Market will provide you with store credit to spend on Everyday Market and/or Woolworths Online products. If you have been issued a refund via store credit and would like to have your refund reissued via another payment method, you are able to contact us by submitting an enquiry form available here to request this. After you’ve returned your Everyday Market product to the Everyday Market Partner and your return is processed, it may take a further 3 to 5 business days for the funds to appear in your account. This time may vary depending on your financial institution.

    We will only refund the shipping fee (paid by you for Everyday Market products at the time of purchase of those products) if all Everyday Market products purchased by you at that time are faulty. This shipping fee is not refundable if the return is for change of mind (and the product is not faulty) or if all Everyday Market products purchased by you at the time you placed your order are not faulty.

    Additional Information

    • Everyday Market products are sold to you by an Everyday Market Partner, who is responsible for providing you with a refund or replacement of a product, or repairing a product, in accordance with the terms of this Everyday Market from Woolworths Returns Policy.
    • Where applicable, when you return a product you may be asked to return the product with accessories and instruction manuals.
    • You will need to take reasonable precautions so that a product returned to an Everyday Market Partner is not damaged in transit. This includes using suitable packaging to return the product to the Everyday Market Partner.
    • Where you return a product to an Everyday Market Partner 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.
    • Some products come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant products. Should you wish to make any claim under a manufacturer’s warranty, you can do so directly with the relevant manufacturer.