Woolworths

refund policy – how to claim your money back

Woolworths offers multiple refund pathways depending on the issue:

• ✅ Faulty or damaged items – refunded or replaced under Australian Consumer Law.
  
  
• 🥬 Fresh food not up to standard? Use their Fresh or Free Guarantee: you’ll get a refund and a replacement.
  
  
• 🔄 Changed your mind? Exchange allowed within 30 days (receipt required, exclusions apply).
  
  
• 🛒 Online delivery issues – short-dated, missing, or incorrect items? Woolworths will refund you.
  
  
• 🏷️ Price scanning errors? First item is free if it scans higher than shelf price (Scanning Code of Practice).
  
  

⛔ Not eligible:

• Perishables, infant formula, opened personal care products - if returned for change-of-mind.
  
  
• COVID-era policies no longer apply, but some limits remain.
  

In-store purchases:

1. Bring the product and receipt to the store’s Customer Service Desk.
   
   
2. Staff will inspect and issue a refund or exchange immediately.
   
   
3. Freshness issues? Get refunded and a replacement on the spot.
   
   

Online orders:

• Log in at woolworths.com.au, go to Order History, select the order, and click “Report a problem”.
  
  
• Or call 1300 767 969 or use Live Chat on the site/app.
  
  
• Refunds for missing/short-dated items are usually processed quickly. No return needed.
  
  

📸 Tip: Photos help if the issue is major (e.g., $100 of spoiled goods).

• 💳 In-store card refunds – processed immediately, but may take 1–3 business days to appear.
  
  
• 💵 Cash refunds – instant at the counter.
  
  
• 🧾 eVoucher/Returns card – issued on the spot.
  
  
• 🖥️ Online refunds – typically issued within 24–48 hours, visible in 3–5 business days.
  
  
• 🅿️ PayPal – refund appears within 1–2 days.
  
  
• 🅰️ Afterpay/BNPL – provider handles refund, usually resolved in a week.
  
  
• 🎁 eVoucher – emailed or added to your online wallet, ready to use next shop.
  
  

If a refund hasn’t appeared after 5 business days, contact support for an ARN to trace it.

• 💳 Refunds go back to your original payment method (card, PayPal, Afterpay).
  
  
• 💵 Cash refunds for in-store cash purchases.
  
  
• 🎁 Returns cards / Gift cards issued for no-receipt or change-of-mind returns.
  
  
• 🔁 Product exchanges handled immediately in-store.
  
  
• 💻 eVouchers issued for online orders. Can be used instantly.
  
  
• 🤝 Split payments? You can request where the refund goes (e.g., full to card or store credit).
  
  

📝 By law, you're entitled to a full refund to the original payment method for major faults, even if store staff offer credit first.

• ❌ No receipt? You may get a lower-value return card.
  
  
• 🥫 Change-of-mind? Refunds are not offered. You can exchange or receive store credit only.
  
  
• 🔁 Refund method mismatch (e.g. credit instead of card refund) – clarify upfront.
  
  
• 🛍️ Online missing items – needs manual follow-up if not auto-refunded.
  
  
• 🕐 Refund delays (esp. on large orders) – escalate with support if it's been more than 5 days.
  
  
• 🔎 Return abuse flagged (e.g. frequent “not fresh” claims) – may be denied.
  
  

Tip: Always keep receipts and report issues quickly for the smoothest experience.