Coles

refund policy – how to claim your money back

Yes, Coles offers generous refunds. Here’s when you’re eligible:

🛠 Faulty or Damaged Items:
Broken packaging? Spoiled produce? Coles refunds any defective or unsafe product, including Coles Brand and other brands.

🚫 Not as Described or Fit for Purpose:
If a product doesn’t do what it should (wrong item, quantity short), Coles will refund you (this includes Coles Online orders).

⭐ Coles Brand Satisfaction Guarantee:
Unhappy with taste or quality? Even if it’s not “faulty,” Coles may still refund or replace it, especially for Coles Brand products.

📦 Missing Online Items:
If something you ordered wasn’t delivered, you’re entitled to a refund, no questions asked.

🔁 Change of Mind (Within Limits):
Coles allows returns within 30 days for unopened, unused items in resaleable condition. A receipt is required.

🚫 Refund Exclusions:

• Opened perishables (change of mind only)
  
  
• Opened hygiene items (e.g. formula, meds)
  
  
• Gift cards, recharge vouchers
  
  
• Tobacco & restricted alcohol returns
  
  
• High-value or bulk returns (may require manager approval)
  
  
• Third-party marketplace items (different rules may apply)
  
  

🧾 Proof of Purchase:

• Paper/digital receipt, Coles Online invoice, bank statement
  
  
• No receipt? Coles may offer a Returns Card (store credit) at their discretion
  

Here’s how to make it easy:

🛒 For In-Store Purchases:

1. Bring item + proof of purchase to any Coles store
   
   
2. Visit the Service Desk
   
   
3. Explain your issue (faulty, wrong item, etc.)
   
   
4. Refund is issued on either cash or card (based on original payment)
   
   
5. No receipt? Ask if you can receive a Returns Card

💻 For Online Orders (Coles Online):

1. Log into your Coles Online account
   
   
2. Go to Order History
   
   
3. Select the affected order
   
   
4. Click “Report missing or damaged items”
5. Choose your refund method:
   
   
   
   • Refund to original payment
     
     
   • Coles Online credit (fastest)
     
     

📞 Prefer Help?
Call 1800 455 400 (Coles Online) or use live chat/email on their Contact Us page.

📦 Marketplace Items?
Follow same steps via Coles—but they may forward it to the third-party seller. Instructions will be emailed if needed.

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Here’s when you’ll get your money back:

⏱ In-Store Refunds:

• Cash: Instant
  
  
• Card/PayPal: 3–5 business days
  
  
• Returns Card: Immediate use
  
  

⚡ Coles Online Credits:

• Often appear within hours of submitting refund claim
  
  
• Super quick for missing/damaged groceries
  
  

💳 Online Card Refunds:

• Processed promptly, but banks may take up to 5 business days
  
  
• Tip: Check your final invoice. Some “refunds” are actually adjusted charges
  
  

🚚 Third-Party Seller Refunds:

• May take longer (item might need to be returned first)
  
  
• Timeline usually shared via email
  
  

⚠️ Delays May Happen If:

• You don’t provide proof of purchase
  
  
• High-value or large refunds are flagged for review
  
  

Your bank processes refunds slowly (weekends/public holidays)

💳 Original Payment Method (Default):
Card, PayPal, Afterpay—all refunded back the same way you paid.

💵 Cash:
For cash purchases in-store—refunded on the spot.

🎟️ Coles Returns Card (Store Credit):
Given when:

• No receipt
  
  
• Change of mind refunds
  
  
• Customer preference
  

Use in-store (some may work at Liquorland, etc.).

💻 Coles Online Account Credit:
Fastest method for Coles Online refunds. Automatically applies to next order.

🔄 Exchanges/Replacements:
Offered if you prefer a swap over a refund—especially for food or household goods.

🎁 Mixed Payment Refunds:
Paid with part gift card? You’ll receive split refunds (e.g., card and new gift card).

📦 Missing Delivery Items:
A common issue with Coles Online. Use the app to report immediately for quick refunds.

🍌 Poor Quality Produce or Meat:
Refunded fast. No need to return. Mark “damaged” in the form.

🧾 No Receipt Friction:
Politely ask for a Returns Card or provide card/bank statement as proof.

🔄 Online vs In-Store Confusion:
Stores can’t always refund online orders. Use Coles Online support for fastest resolution.

⌛ Delayed Refunds:
Usually from bank processing time. Call Coles after 5 business days if nothing shows.

🔁 Frequent Refund Worries:
Coles tracks but won’t penalise genuine claims. If items keep arriving poor, leave feedback (they want to improve).

🏭 Supplier Pushback:
Under law, Coles is responsible not the manufacturer. Politely remind staff if needed.

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