Bought something from

Coles

that broke too soon?

Coles stands behind every product it sells, from fresh food to home goods, with a comprehensive quality and satisfaction guarantee. While Coles doesn’t issue traditional “warranty cards,” its policies give you strong protection under Australian Consumer Law (ACL) and Coles’ own brand guarantees.

✅ Here’s what Coles covers:

• Faulty or damaged items: Any defective or unsafe product (grocery or household) is eligible for a refund or replacement.
  
  
• Coles Own Brand Guarantee: If you’re not 100% satisfied with a Coles brand product, you can return it (even opened or used) for your money back or a replacement. This is part of their “Try It. Love It. Or Your Money Back” promise.
  
  
• Durable goods (e.g., electronics, small appliances): Typically covered by 12-month manufacturer warranties, which Coles will help facilitate.
  
  
• Freshness & quality guarantee: If produce or perishables aren’t up to standard, Coles will immediately refund or replace them.
  
  

💡 In short: Coles treats all product issues (from faulty gadgets to unsatisfactory groceries) as covered under its warranty and satisfaction policies. There’s no strict time limit for defective items. You can return them anytime within a product’s reasonable lifespan.

Coles makes claiming a refund or replacement simple, whether you bought in-store or online.

🛒 In-store claims:

1. Go to any Coles service desk. You don’t have to visit the original store of purchase.
   
   
2. Bring the item and your proof of purchase.
   
   
   • A receipt, online invoice, or bank statement works.
     
     
   • For Coles Own Brand products, packaging is often enough proof under the satisfaction guarantee.
     
     
3. Explain the issue. Whether it’s a faulty appliance, spoiled produce, or a product you weren’t happy with, staff will inspect and verify.
   
   
4. Choose your remedy. You can opt for:
   
   
   • A refund to your original payment method or as store credit, or
     
     
   • A replacement (for groceries, just grab another item).
     
     

🖥 Coles Online Orders:

• At delivery: If something is damaged or missing, hand it back to the driver for instant refund processing.
  
  
• After delivery:
  
  
  • Call Coles Online Customer Care (1800 455 400) or email online.customercare@coles.com.au with your order number and details.
    
    
  • You’ll typically get a refund or credit within a few days.
    
    
  • For larger goods, Coles may arrange courier pickup or replacement delivery.
    
    

Special items (e.g., appliances from Coles Best Buys): Coles may direct you to the manufacturer’s service agent for repairs. You can still initiate the process through Coles, who will verify your purchase and assist.

💬 Tip: Refunds are usually processed instantly in-store, and within 1–5 business days for online or card transactions.

Coles’ policy is generous, but a few exclusions apply to keep things fair and safe.

🚫 Change of mind:

• Non-faulty items can only be returned within 30 days (unused and in original packaging).
  
  
• Some categories, like underwear, cosmetics, and food, can’t be returned unless faulty.
  
  

🚫 Health & hygiene exclusions:

• Opened health, beauty, or personal care items can’t be returned unless defective.
  
  
• Undergarments and swimwear must have hygiene seals intact.
  
  
• Perishable foods can’t be returned for preference, but faulty items are covered.
  
  

🚫 Gift cards, tobacco, lottery, and mobile recharge: Non-refundable once purchased.

🚫 Misuse or accidental damage: If the item was used improperly or damaged by the customer, it’s not covered.

🚫 Proof of purchase: Receipts are preferred. Without one, Coles may issue store credit instead of a refund.

🚫 Reasonable lifespan: ACL protects you for as long as the product is expected to last. For example, food issues must be reported soon after purchase; appliances are covered for around 12 months unless the failure is exceptional.

💬 Important: None of these exclusions affect your consumer rights. Coles must refund or replace any product that’s faulty, unsafe, or not as described.

To ensure a smooth refund or replacement process, bring the following:

📜 Proof of Purchase:

• Paper or digital receipt (preferred).
  
  
• Online order confirmation or Coles app invoice.
  
  
• Bank statement showing the transaction (accepted if no receipt).
  
  

📦 Product or packaging:

• Bring the faulty item or packaging (especially for Coles Brand products — the barcode is useful for proof).
  
  

🔢 Order number (online orders):

• Include this if you contact Coles Online Customer Care.
  
  

🪪 Photo ID:

• Rarely required, but sometimes needed for no-receipt returns or large-value refunds.
  
  

📸 Evidence (optional):

• Photos of damage or product issues can speed up processing, especially for email or phone claims.
  
  

💬 Tip: Coles encourages customers to use Flybuys or Coles app for digital receipts — a simple way to keep proof of purchase handy.

Coles aims for instant resolutions. Most refunds or replacements are handled in minutes.

⏱ In-store:

• Claims are processed immediately once you speak to staff.
  
  
• Most refunds or replacements take under 5 minutes.
  
  

💳 Refund timing:

• Card refunds: 1–5 business days (depends on your bank).
  
  
• PayPal refunds: 1–2 days.
  
  
• Cash refunds or store credits: instant.
  
  

📦 Coles Online refunds:

• Processed the same day you contact support; funds appear within 3–5 days.
  
  
• Replacements or re-deliveries are scheduled for the next available delivery slot.
  
  

🏠 Manufacturer claims (large items):

• If directed to the supplier, allow up to 1–2 weeks for resolution, depending on stock or repair needs.