How to claim

7-Eleven

's warranty policy and what’s covered

7-Eleven Australia stands by the quality of all products and services it sells, in line with Australian Consumer Law (ACL).

• General Products Covered:
  Includes electronics, phone accessories, packaged goods, and convenience items. If a product is faulty, unsafe, or not fit for purpose, you're entitled to a refund, replacement, or repair.
  
  
• Fuel Quality:
  7-Eleven sources high-quality Mobil fuel and guarantees it to be free from contamination. If you experience vehicle issues due to fuel quality, 7-Eleven will investigate and cover repair costs if the fuel is at fault.
  
  
• Special Guarantees:
  Occasional specific guarantees exist, like freshness of food and beverage quality. Staff typically replace unsatisfactory fresh food or drinks immediately upon complaint.
  
  
• Warranty Duration:
  No fixed period for most items, but a 30-day satisfaction guarantee applies for returns on unused, non-perishable merchandise. ACL protections apply indefinitely for genuine defects.
  

Claiming warranty with 7-Eleven Australia is simple and straightforward:

• In-Store Resolution: Return to any 7-Eleven store (ideally the one of purchase) with your item and receipt. Store staff generally handle immediate replacements or refunds for defective items quickly and without paperwork.
  
  
• Fuel or Serious Product Issues:
  Contact 7-Eleven’s 24/7 Customer Service directly:
  
  
  • Phone: 1800 247 711
    
    
  • Email: 24-7customerservice@7eleven.com.au
    
    For fuel issues, you may be asked for details such as date, location, fuel amount, and mechanic’s report.
    
    
• Delivery Issues: If items delivered via 7-Eleven’s services (e.g., Tipple or Now Delivery) are faulty or incorrect, contact support within the delivery app or through Customer Service.
  
  
• Refunds or Exchanges: Once verified, you’ll receive an immediate replacement or refund to your original payment method.
  
  

7-Eleven aims for a hassle-free process - especially for small, clearly defective items.

Warranty coverage with 7-Eleven Australia excludes claims related to:

• Change of Mind:
  Purchases are final unless defective. No refunds for simply changing your mind.
  
  
• Perishable Goods:
  Partial consumption without quality issues generally isn't covered. However, clearly spoiled or faulty perishable items are replaced or refunded promptly.
  
  
• Gift Cards & Prepaid Products:
  Non-refundable once activated, unless there's an activation fault.
  
  
• Services and Apps:
  Limited liability for app-related issues like glitches, except for verified overcharges or errors.
  
  
• Acts Beyond Control:
  Issues due to external uncontrollable factors (e.g., power outages) are typically excluded.
  
  
• Vehicle Issues Not Caused by Fuel:
  If fuel tests show no contamination, claims related to vehicle issues won’t be covered.
  
  
• Expired Items:
  Selling expired items is rare and rectified immediately, but customers aren’t expected to warranty expired goods—refund or replacement is standard.
  
  
• Misuse or Damage Caused by Customers:
  Damage from misuse, mishandling, or improper use (e.g., putting metal in a microwave) isn't covered.
  
  

7-Eleven’s exclusions are straightforward and adhere to common-sense customer protections.

Prepare these key documents to ensure smooth processing:

• Receipt or Proof of Purchase:
  Store receipt, digital receipt via My 7-Eleven app, or bank statement showing purchase details.
  
  
• Product or Evidence:
  Bring the defective product itself or clear photo evidence if the item is perishable or disposed of (e.g., spoiled food).
  
  
• Fuel Claims:
  Mechanics’ reports or fuel test results verifying contamination are strongly advised.
  
  
• Personal Identification:
  May be required for substantial claims or refunds to prevent fraud.
  
  
• Claim Reference Number:
  Provided by customer service for serious claims (have this handy for follow-ups).
  
  
• Photos/Videos (Optional but Helpful):
  Documentation like pump anomalies, contamination, or product issues help substantiate claims.
  
  
• Payment Method Proof:
  Required for electronic refunds if original receipt is lost. Bring the card used or bank statements.
  
  

Keeping receipts and relevant documentation makes claims effortless.

Warranty claims with 7-Eleven Australia typically follow these timelines:

• Instant Resolution (Most Cases):
  Immediate replacements or refunds at the store level, often resolved within minutes.
  
  
• Fuel and Complex Claims:
  Investigations (e.g., fuel contamination) usually take 1-2 weeks, potentially up to 4 weeks for comprehensive resolution, including vehicle repairs or reimbursements.
  
  
• Refund Processing Time:
  Immediate for cash refunds; 2-5 business days for card transactions due to bank processing times.
  
  
• Communication:
  Expect immediate acknowledgment when contacting customer service. Regular updates provided, especially on major claims. Customer service is available 24/7 via phone.
  
  
• Escalation:
  For delays, customers can escalate via the customer service line (1800 247 711), ensuring issues are resolved promptly.
  
  

7-Eleven prioritises speedy, transparent resolutions to maintain customer satisfaction and loyalty.