Still waiting on a Coles refund?
Can you get a refund from Coles? Check eligibility first
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
How to get a refund from Coles
Here’s how to make it easy:
🛒 For In-Store Purchases:
- Bring item + proof of purchase to any Coles store
- Visit the Service Desk
- Explain your issue (faulty, wrong item, etc.)
- Refund is issued on either cash or card (based on original payment)
- No receipt? Ask if you can receive a Returns Card
💻 For Online Orders (Coles Online):
- Log into your Coles Online account
- Go to Order History
- Select the affected order
- Click “Report missing or damaged items”
- Choose your refund method:
- Refund to original payment
- Coles Online credit (fastest)
- Refund to original payment
📞 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.
Coles’s refund timeframe - how long it takes
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)
Coles’s refund methods - how you'll get your money back
💳 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).
Common refund issues with Coles
📦 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.
Coles cases submitted through Ajust
Coles cancelled my grocery order but still took my money. As a pensioner, waiting days for a refund meant I had no funds for essentials. It was stressful, unfair and left me without food. - Marie
I was charged for six packets of rice Coles never delivered. After two ignored emails and interest building on my card, I just wanted a simple refund. Instead, I got silence. - Winnie
I bought a lasagne from Coles and found plastic in it. I requested a refund, but even that felt like a hassle. It's not just about safety-it's about feeling like they actually care. - Luke
My order was missing dinner items, and I’ve now asked for a refund five times. I’ve had no response. I shouldn’t have to beg to get money back for food I never received. - Michelle
Customer experiences with Coles refund cases
💨 “Credited Within an Hour”
A Coles Online shopper reported missing items and got arefund in under an hour via the app.
😡 Refund Delay = Budget Stress
One mum had a full order cancelled. Four days later, there was still no refund and she was left scrambling. Lesson: request urgent help if waiting impacts your ability to buy groceries.
📞 From Refused to Resolved
Customer denied in-store refund. Called Customer Care, got reference ID, returned to store with backup. Refund issued.
How Coles Refund Policy Compares to Competitors
Official Coles Refund Resources & Links
- Coles Returns & Refunds Policy
- Coles Online Refund Form (log in required)
- 📞 Coles Customer Care (In-Store): 1800 061 562
- 📞 Coles Online Customer Care: 1800 455 400
- Coles Store Locator
- Contact Coles (Feedback/Help)
- Flybuys Support (for point refunds) – or call 13 11 16
Coles Refund FAQs
Can I get a refund from Coles without a receipt?
Yes, Coles may offer a refund without a receipt, usually as a store credit via a Returns Card. If you can’t find your proof of purchase, try using a bank statement or Coles Online invoice. In-store staff have discretion, so be polite but firm when requesting credit. This option is especially useful for change-of-mind returns or missing receipts.
How long does a Coles refund take to show in my bank account?
Coles card refunds usually take 3-5 business days, depending on your bank. In-store cash and credit refunds are typically instant, while online refunds or Coles Online credits may appear within hours. If your refund hasn’t arrived after 5 business days, call Coles Customer Care to escalate.
What items can’t be refunded at Coles?
Coles won’t refund opened perishables (for change of mind), hygiene items, gift cards, tobacco, or bulk returns without approval. Some exclusions apply for health, safety, or regulatory reasons. If you're unsure, always check your receipt and speak with a manager-especially if the product is faulty, not fit for purpose, or missing from delivery.
How do I report missing items from a Coles Online order?
Log into your Coles Online account, go to your Order History, and select “Report missing or damaged items.” You can choose between a refund to your card or Coles Online credit. This is often the fastest way to resolve missing delivery issues-many refunds are processed within hours, with no return required.
You deserve your money back, don’t let it slip away.
Take two minutes to file a formal
Coles
refund request that gets seen.