Coles

 returns policy – how to return items easily

Coles makes returns straightforward. Here’s how to know if your item qualifies:

✅ Change of Mind:

• Must return within 30 days.
  
  
• Items must be unused, unopened, and in original packaging.
  
  
• For clothing/swimwear: tags and hygiene seals must be intact.
  
  

🧾 Proof of Purchase Required:

• Bring a receipt, tax invoice, or order confirmation.
  
  
• No receipt? Coles may offer a Returns Card (store credit), but it's not guaranteed.
  
  

🚫 Excluded Items (Unless Faulty):

• Perishable/opened food
  
  
• Undergarments & hosiery
  
  
• Swimwear without hygiene seal
  
  
• Gift cards, tobacco, mobile recharge
  
  

🌟 Coles Brand "Try It, Love It" Guarantee:

• Not satisfied with a Coles Own Brand item? Return it (even opened) for a full refund or replacement—just bring packaging or proof of purchase.
  
  

⚖️ Consumer Law Protections:

• You can return faulty, unsafe, or misdescribed items at any time, even after 30 days.
  
  

Coles honours Australian Consumer Law rights across all categories.

Coles gives you two simple ways to return items:

In-Store Purchases:

1. Bring the Item & Proof of Purchase:
   Any Coles supermarket will accept your return—doesn’t have to be the original store.
   
   
2. Head to the Service Desk:
   State your reason (e.g. change of mind, faulty, wrong item). Staff will check and approve on the spot.
   
   
3. Receive Refund or Exchange:
   
   
   • Refund to your original payment method
     
     
   • Or, receive a Coles Returns Card if applicable
     
     
   • Exchanges are welcome for eligible items
     
     
4. Mention "Try It, Love It":
   For Coles brand items, satisfaction is guaranteed.
   
   

Coles Online Orders:

Option 1: Return to any Coles store—same process as above.

Option 2:
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📞 Call 1800 455 400 or email online.customercare@coles.com.au

Provide order number + issue, and they’ll guide you.

• Refunds may be issued remotely
  
  
• Courier collection or prepaid label provided for large items
  
  
• You can even return items to the delivery driver if you notice an issue at the door!
  
  

💡 Always include your receipt/invoice: attach to the box if mailing, or bring on your phone in-store.

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🕒 30-Day Change-of-Mind Window:

• Applies to groceries, household goods, appliances, apparel
  
  
• Returns after 30 days are only accepted for faulty or misdescribed products

📦 Condition Requirements:

• Must be unopened, unused, in resaleable condition
  
  
• Keep tags, manuals, seals, and packaging

🥩 Exclusions & Perishables:

• Opened perishable goods = no change-of-mind returns
  
  
• Spoiled/damaged food? Return ASAP for a refund/replacement

🛠 Faulty Products:

• Return even after 30 days if item is defective
  
  
• Packaging is not required for faulty returns
  
  
• Proof of purchase still needed (card details may help staff look it up)
  
  

✅ No Restocking Fees:

• If accepted, Coles refunds 100% of item value (minus delivery)
  

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🏬 In-Store Returns = Free

• Just walk in with the item and proof of purchase.

📮 Online Returns via Post:

• For change-of-mind returns, you may pay postage.
• Ask Coles Online Support before shipping, some items may be credited without return
• Always gettracking confirmation
  
  

🚛 Faulty or Incorrect Items = Coles Pays:

• Coles may arrange pickup or tell you to dispose of it
  
  
• Refund or replacement at no cost to you

🚚 Delivery Fees:

• Not refunded unless Coles was at fault
  
  
• Click & Collect orders: no impact
  
  

💡 Tip: When in doubt, contact Customer Care before sending anything back!

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Here’s how Coles handles refunds:

💳 Refund Method:

• To original payment method: card, PayPal, gift card
  
  
• Cash given only for in-store cash payments
  
  
• Can request a Returns Card (store credit) in some cases
  
  

🔁 Exchanges:

• Swaps handled on the spot
  
  
• If the new item costs more/less you'll either pay or receive the difference
  
  

⏱ Refund Timeframe:

• In-store: Instant (cash/card depending on original payment)
  
  
• Online: 1–5 business days, depending on your bank
  
  
• Returns Card issued on the spot or emailed
  
  

📧 Confirmation:

• Email receipt for online returns
  
  
• Printed confirmation for in-store
  
  

🔎 Partial Returns:

• You’ll only be refunded for returned items
  
  
• Delivery fee is not refunded unless the whole order was faulty
  
  

⚠️ Problems or Delays?

• Contact Coles:
  
  
  • In-store returns: 1800 061 562
    
    

Online orders: 1800 455 400