Coles Return Policy: Change of Mind, Coles Brand Guarantee & Faulty Items

Picked up the wrong product, tried a new brand you didn’t like, or received a damaged item in your Coles delivery? Coles has a clear returns setup that covers three big areas: Coles Brand satisfaction guarantee, change-of-mind returns for other products, and faulty or damaged items.

Below is a plain-English guide to how the Coles return policy works in supermarkets and for Coles Online orders across Australia.

Key Points at a Glance

Coles Brand “Try It. Love It. Or Your Money Back”: If you’re not happy with any Coles Brand product, you can usually get a refund or replacement, even if it’s opened (often no receipt needed).
Change of mind (non-Coles brands): Most eligible items can be returned within 30 days if they are unopened, unused and in original condition, with proof of purchase.
Exclusions: No change-of-mind returns on things like most food and perishable items, cosmetics and personal care, underwear, tobacco, gift cards, mobile recharge, and some other categories.
Faulty or not as described: If a product is faulty, damaged or fails Australian Consumer Law guarantees, Coles will generally refund or replace it (and may repair higher-value items), with or without a receipt.
Where to return: Take items to the Service Desk in store; for Coles Online orders you can also contact Customer Care to arrange a credit or refund.
Refund method: Refunds usually go back to your original payment method; many in-store refunds are handled on the spot, but card refunds can take a few days to show.

1. Coles Brand “Try It. Love It. Or Your Money Back” Guarantee

Coles has a strong satisfaction promise on its own-brand range, including the red-label Coles products, Coles “homebrand” style items, and Coles-label fresh food.

The core idea is simple:

If you’re not happy with any Coles Brand product, you can get your money back or a replacement.

What It Covers

Most packaged products with the Coles Brand label (pantry, frozen, cleaning, pet, etc.).
Fresh produce and deli items sold under the Coles name (fruit, veg, meat, bakery, deli).
Coles Brand items bought in store or via Coles Online.

How It Usually Works

If you dislike the taste, quality, or condition, take:
- The product itself, or
- The empty packaging, or
- Your receipt if you still have it
- to the Service Desk at a Coles supermarket.
Team members can offer:
- A refund of what you paid, or
- A replacement product of the same type.
For Coles Online orders, you can also contact Customer Care to get a refund processed without visiting the store.

In many cases, Coles does not insist on a receipt for Coles Brand items under this guarantee, especially for one-off issues, but for larger claims staff may ask for ID or extra details to keep the system fair.

2. Change-of-Mind Returns (Non-Coles Brand Items)

For products that aren’t covered by the Coles Brand guarantee, Coles has a more traditional 30-day change-of-mind policy, mostly aimed at general merchandise and non-perishable goods.

Standard Change-of-Mind Rules

For a change-of-mind return to be accepted, all of the following usually need to be true:

The product is not a Coles Brand item covered by the satisfaction guarantee (those follow the guarantee rules instead).
You return it within around 30 days of purchase.
You have proof of purchase:
- Paper or digital receipt, or
- Online tax invoice, or
- Bank statement that clearly links to the item, in some cases.
The product is unopened and unused.
It is in its original packaging and resalable condition.

Coles’ own returns help pages summarise this as: for change-of-mind returns, items must be unopened, unused and returned within 30 days, and some exclusions apply.

What You’ll Usually Receive

Most standard change-of-mind returns are refunded back to the original payment method:
- Card refunds go back to the same card.
- Cash purchases are often refunded in cash.
- Online orders are refunded back through the online payment used (card, PayPal, etc.).
If you don’t have proof of purchase, Coles may:
- Refuse a change-of-mind return, or
- Offer a store credit based on the lowest recent selling price, at the store’s discretion.

Remember, this part of the policy is voluntary – Coles can set conditions as long as they are clear, because change of mind is not covered by Australian Consumer Law.

3. Items You Usually Can’t Return Just Because You Changed Your Mind

To keep returns practical and to avoid health or fraud issues, Coles has a list of categories that are not eligible for simple change-of-mind returns.

Common Change-of-Mind Exclusions

Most food and perishable items (unless they are Coles Brand and covered by the satisfaction guarantee, or they are faulty).
Cosmetics and many personal-care products once opened.
Underwear and some clothing that is hygiene-sensitive.
Tobacco products.
Gift cards and vouchers (Coles or third-party branded).
Mobile recharge vouchers and SIM starter packs.
Some lottery or similar services sold through Coles.

These items can still be returned or refunded if they are faulty or mis-sold, but not simply because you changed your mind after purchase.

4. Faulty, Damaged or Not-As-Described Products

If something you bought from Coles is faulty, damaged, or doesn’t match the description, you are protected by the Australian Consumer Law (ACL), no matter what the change-of-mind rules say.

What Coles Promises for Faulty Items

If a product is faulty, damaged, unsafe, or fails to do what it’s meant to do, Coles will:
- Refund the purchase price, or
- Replace the product with the same or similar item.
For higher-value goods or appliances, they may arrange a repair first if that’s reasonable.
For serious faults (“major failures”), you can usually choose a refund or replacement under the ACL.

How to Claim for a Faulty Product

Take the product back to the Service Desk at any Coles supermarket.
Bring your receipt or proof of purchase if you have it.
Where practical, also bring:
- Original packaging, and
- Any accessories, manuals or extra parts.
If the item is large or hard to move, contact Coles Customer Care to discuss options.

If you don’t have a receipt, Coles may still help, for example by offering a store credit or sending the item to the manufacturer for assessment, as long as it is reasonable to believe it came from Coles.

5. Coles Online Orders & Home Delivery

Coles Online orders are covered by the same basic rules – Coles Brand guarantee, change of mind for some items, and ACL rights for faults – but the steps look a little different.

Damaged, Missing or Wrong Items in a Delivery

If an item is missing, damaged, short-dated or incorrect, you can:
- Call Coles Online Customer Care, or
- Email the online customer care address listed in your order confirmation.
Coles’ Customer Agreement says they will assess your claim and can offer a credit or refund for any products that fall short of their policy.
For damaged goods, you can also take the item and your receipt to a store Service Desk and ask for a refund or replacement there.

Change of Mind for Online Purchases

If you change your mind about a non-Coles Brand, non-excluded item, the same rules apply:
- Return within about 30 days.
- Item must be unopened, unused and in original condition.
- You need your online invoice or order confirmation as proof of purchase.
You can usually handle the return by:
- Going to the Service Desk in store, or
- Contacting Customer Care to ask how they prefer you to proceed.

Refunds for online orders are normally processed back to the card or payment method you used when you placed the order. Many customers see the money within 3–5 business days once Coles has approved the refund.

6. Proof of Purchase & How Refunds Are Paid

What Counts as Proof of Purchase?

Store receipt (paper or digital).
Online tax invoice or order confirmation.
A bank or card statement showing the Coles transaction, if staff can clearly link it to the item.

For Coles Brand guarantee returns, especially one-off or low-value items, staff may sometimes accept packaging alone, but having a receipt always makes things smoother.

Refund Method & Timeframes

In-store refundson card are usually processed right away at the register:
- You might see the pending refund on your card within a day or two.
- Some banks take a few days to finalise it.
Online refunds are usually processed within a few days once Customer Care approves the claim, and then your bank may need another few days to show it.
For Coles Brand guarantee refunds, the money is typically returned on the spot if you go in store.

Where a product is faulty, Coles aims to process the remedy as quickly as possible in line with Australian Consumer Law.

7. Practical Examples

Example 1 – Not happy with a Coles Brand cereal:
You try a new Coles-label cereal and hate the taste. Take the packet or empty box back to Coles, explain the problem, and under the “Try It. Love It. Or Your Money Back” guarantee you should receive a refund or a replacement cereal.
Example 2 – Wrong non-food item, unopened:
You buy a small kitchen gadget (non-Coles brand), leave it sealed, then realise you don’t need it. Within 30 days, take it back with your receipt. As long as it’s unopened and not on the exclusion list, Coles can refund you to your original payment.
Example 3 – Faulty appliance:
A small appliance from Coles stops working after a short time. With your receipt, staff can assess it and either refund, replace or send it for repair, depending on the fault and price. For a major failure, you can choose a refund or replacement.
Example 4 – Damaged item in a Coles Online order:
A bottle of sauce arrives smashed in your delivery. You contact Coles Online Customer Care, who can process a refund or credit for that item. You can also visit your local store if you’d rather speak to someone in person.

8. Quick Coles Returns FAQ (Australia)

How long do I have to return something to Coles?
For most eligible non-food items, you have about 30 days from purchase to return them for change of mind, as long as they’re unopened and unused. Coles Brand items can be taken back whenever you realise you’re not happy, within a reasonable time.
Do I always need a receipt?
For change-of-mind returns, yes – proof of purchase is usually required. For Coles Brand satisfaction guarantee and many faulty items, staff may still help if it’s clear the product came from Coles, but having a receipt makes things easier.
Can I return food I just don’t like?
If it’s a Coles Brand product (including fresh produce and deli items), you’re covered by the “Try It. Love It. Or Your Money Back” guarantee. For other brands or standard food items, change-of-mind returns are much more limited and generally not offered unless there’s a quality issue.
Are gift cards or tobacco refundable?
Not for change of mind. Gift cards, tobacco and mobile recharge products are normally non-refundable unless there is a serious fault covered by Australian Consumer Law.
Does this policy affect my rights under Australian Consumer Law?
No. Coles’ returns policy adds to, but does not replace, your legal rights. If goods are faulty or mis-described, you’re always entitled to appropriate remedies under the law, no matter what the change-of-mind rules say.

Summary

In short, Coles aims to make returns simple: a broad “Try It. Love It. Or Your Money Back” promise on Coles Brand products, a 30-day change-of-mind window for many unopened non-food items, and strong protections for faulty or damaged goods through Australian Consumer Law. Keep your receipts where you can, take items to the Service Desk or contact Customer Care for online orders, and you’ll usually find Coles quite straightforward to deal with when something goes wrong.