Bought something from

Woolworths

that broke too soon?

Woolworths provides comprehensive warranty coverage for all products sold in its supermarkets, Metro stores, and online platforms — including Everyday Market purchases. Every item is backed by Australian Consumer Law (ACL) and Woolworths’ own quality guarantees.

✅ Key coverage highlights:

• Replace or Refund Guarantee: If a product is faulty, damaged, or not of acceptable quality, Woolworths will replace it or give you a refund.
  
  
• Fresh or Free Guarantee: If you’re not satisfied with the freshness of any fruit, vegetable, bakery, or deli item, Woolworths will refund your money and replace the item for free.
  
  
• Manufacturer warranties: For general merchandise (electronics, appliances, etc.), Woolworths honours all manufacturer warranties and facilitates repairs or replacements on your behalf.
  
  
• Everyday Market (Marketplace) items: Warranty claims on third-party seller products are handled by Woolworths in collaboration with the seller, ensuring you’re not left chasing multiple parties.
  
  
• Reasonable lifespan coverage: Even after the manufacturer warranty expires, Woolworths must assist if the product fails before its reasonable expected lifespan, under ACL protections.
  
  

💬 Example: Bought a toaster that stopped working within six months? Bring it to Woolworths and they’ll replace or refund it immediately. No need to deal with the manufacturer directly.

Woolworths’ claim process is built for convenience, whether you purchased in-store or online.

🛒 In-store purchases:

1. Bring the product to any Woolworths Service Desk (no need to visit the original store).
   
   
2. Explain the issue. For example, “This product is faulty and stopped working.”
   
   
3. Provide proof of purchase. Show your receipt, Everyday Rewards account, or payment record.
   
   
4. Resolution options:
   
   
   • For faulty or unsafe products → refund or replacement.
     
     
   • For fresh items under “Fresh or Free” → refund + free replacement.
     
     
   • For groceries → staff often process replacements immediately.
     
     

💬 Tip: For Woolworths-brand items, staff can usually verify it’s a Woolworths product — even without a receipt — and will exchange or refund it.

💻 Woolworths Online & Everyday Market purchases:

1. Log in to your Woolworths account and go to My Orders → Report a Problem.
   
   
2. Submit details (e.g., damaged, missing, or faulty item).
   
   
3. Woolworths may issue a prepaid return label (for non-grocery or marketplace products).
   
   
4. For groceries, refunds are often processed instantly via Live Chat or phone.
   
   
5. If an Everyday Market product is faulty, Woolworths will coordinate with the seller and manage your refund or replacement — you won’t pay return postage.
   
   

☎️ Customer service support:

• Phone: 1300 767 969
  
  
• Live Chat: via woolworths.com.au/help
  
  
• In-store: Return to any service desk for immediate resolution.
  
  

Example:

• For a faulty kettle → take it in-store with proof of purchase. Most are replaced on the spot.
  
  
• For a defective online order → report it online or call support. Refunds are typically processed within 2–3 business days.
  

While Woolworths’ warranty and guarantees are generous, a few exclusions apply:

🚫 Misuse or accidental damage: Products damaged due to improper use, neglect, or accidents (e.g., dropping an appliance or using it incorrectly) aren’t covered.

🚫 Change of mind: Woolworths typically doesn’t offer refunds for change of mind. Only exchanges or gift cards within 30 days for unopened, resalable items.

🚫 Non-returnable categories (unless faulty):

• Personal care (toothbrushes, shavers, underwear, swimwear).
  
  
• Opened cosmetics or fragrances.
  
  
• Perishable goods (unless spoiled or defective).
  
  
• Gift cards, lottery, and mobile recharge vouchers.
  
  

🚫 Expired freshness or use-by claims: Fresh food must be returned or reported before its expiry date under the “Fresh or Free” guarantee.

🚫 Marketplace product limitations: For Everyday Market items, replacements depend on seller stock availability. Refunds are issued if a replacement isn’t possible.

🚫 Proof of purchase requirement: Without proof, Woolworths may offer exchange or store credit at the product’s current value instead of a full refund.

💬 Note: These exclusions only apply to change-of-mind or misuse. Genuine faults, defects, or poor quality are always covered.

Having the right documents speeds up your warranty claim.

📜 Proof of purchase:

• Original receipt (paper or digital).
  
  
• Online invoice or order confirmation email.
  
  
• Everyday Rewards account (used to retrieve digital receipts).
  
  
• Bank or credit card statement showing transaction details.
  
  

📦 Product or packaging: Bring the item itself or its packaging (especially for grocery items or appliances).

📸 Photos or evidence: Take pictures of damaged or faulty items for online or phone claims — especially for non-food or Marketplace orders.

🔢 Order number: Required for all online purchases (found in confirmation email or account).

🪪 Identification: Occasionally requested for high-value refunds or returns without a receipt.

💳 Original payment method: Refunds are issued to the same card, PayPal, or payment service (e.g., Afterpay).

💬 Pro tip: Always scan your Everyday Rewards card when shopping — it logs your purchase history, which can double as proof of purchase if you lose the receipt.

Woolworths prides itself on fast, no-hassle warranty resolutions.

⏱ In-store claims:

• Resolved on the spot in most cases (refund or replacement).
  
  
• Typical interaction time: 5–10 minutes.

💬 Example: A customer returning a faulty toaster walked out with a new one in under five minutes.

💻 Online or Live Chat claims:

• Refunds often processed during the chat session.
  
  
• Replacement deliveries scheduled within 1–3 business days.

💳 Refund timing:

• Credit/Debit Card: 3–5 business days (depending on bank).
  
  
• PayPal: Usually 1–2 days.
  
  
• Cash: Instant in-store.
  
  
• Store credit/gift card: Immediate issuance.

📦 Marketplace returns (Everyday Market):

• Prepaid return label issued immediately.
  
  
• Allow 7–14 business days total (including shipping and verification).
  
  

💬 If an item is sent for repair: It may take 2–4 weeks depending on manufacturer turnaround, but Woolworths generally opts for refunds or replacements instead of long waits.