How to get your money back using the

7-Eleven

refund policy

Eligible for Refund:

• Defective or Poor-Quality Products:
  Items faulty, unsafe, expired, or significantly different from advertised qualify for refunds under Australian Consumer Law.
  
  
• Change-of-Mind (Non-Food Items):
  Unopened, unused non-perishable items can be returned within 30 days of purchase for a full refund.
  
  
• Service & Digital Errors:
  Errors with app transactions (Pay & Go, Fuel Price Lock) or prepaid services (e.g., mobile recharge not delivered) qualify for refunds on investigation.
  
  

Not Eligible for Refund:

• Perishable Goods (unless faulty):
  Food and beverages that are opened or consumed partially, unless defective.
  
  
• Opened or Used Products (change-of-mind):
  Non-perishable products must be unopened and in resalable condition for change-of-mind refunds.
  
  
• Digital Gift Cards & Wallet Balances:
  Balances are refunded only in the form of store gift cards, not cash.
  

Step 1: Prepare Your Proof

• Keep your original receipt.
  
  
• Bring the item in its original condition for change-of-mind returns.
  
  
• Photograph or document any product issues if applicable.
  
  

Step 2: Visit the Store

• Return to the 7-Eleven location where purchased.
  
  
• Present your receipt and item to staff.
  
  

Step 3: Clearly Explain the Issue

• Detail your problem clearly: faulty product, incorrect item, or simple change-of-mind.
  
  
• State explicitly if you prefer a refund or an exchange.
  
  

Step 4: Refund Processing

• Staff process refunds directly in-store to your original payment method.
  
  
• For app-related refunds, store staff will direct you to contact customer support.
  
  

Step 5: Follow Up if Needed

• If the store can't resolve your issue immediately, contact 7-Eleven customer service at 1800 247 711 or email 24-7customerservice@7eleven.com.au.
  

• Credit/Debit Card Refunds: Typically processed within 3–5 business days, can take up to 10 business days maximum.
  
  
• Cash Refunds: Immediate, provided directly at the store.
  
  
• EFTPOS Transactions: Usually appear within 2–4 business days.
  
  
• App (Pay & Go/Fuel Lock) Refunds: Generally processed within 3–5 business days once approved by customer service.
  
  

Note: Contact 7-Eleven if refunds take longer than the above timeframes.

• Credit/Debit Card Reversal: Refunded directly to the card originally used for payment.
  
  
• Cash Refund: Immediate cash refunds for cash transactions returned in-store.
  
  
• EFTPOS Refunds: Processed electronically back to your bank account.
  
  
• Gift Card/Credit Balances: Refunds provided via a store gift card only, not as cash.
  
  
• Exchanges: Offered on-the-spot exchanges for defective items instead of refunds (customer's choice).
  

• Perishable Item Returns:
  Customers often misunderstand that perishable items or opened products aren't eligible for change-of-mind refunds.
  
  
• Lost Receipt Issues:
  Refunds typically require a receipt. Losing it can complicate or prevent refunds.
  
  
• Delayed Card Refunds & Holds:
  Temporary payment holds at fuel pumps can cause confusion. Refunds might take a few days to appear.
  
  
• Gift Card Balance Refund Confusion:
  Unused digital balances are refunded only as store gift cards, not cash.
  
  
• Communication Delays:
  Occasionally, internal miscommunication may delay refunds. Customers should follow up proactively if needed.