Woolworths (Australia) Return Policy: Fresh or Free, Change of Mind & Faulty Items

This guide covers the return policy for Woolworths Supermarkets in Australia (including Woolworths Metro and Woolworths Online). Woolworths has three main parts to its policy: a Fresh or Free guarantee for fresh food, a change-of-mind policy for most other products, and clear rules for faulty items.

Quick Summary

• Fresh or Free guarantee: If you’re not happy with eligible fresh food, Woolworths will refund and replace it.
• Change of mind: You can return most items within 30 days with proof of purchase, unused and in original packaging, for a Store Credit Voucher (not a cash/card refund).
• Change-of-mind exclusions: Tobacco products, gift cards, mobile phones, SIM packs/kits and recharge vouchers are not eligible.
• Faulty products: With proof of purchase, Woolworths will refund, replace or repair according to Australian Consumer Law.
• Proof of purchase: Makes things simple. Without it, Woolworths may offer a Store Credit Voucher for faulty items at their discretion.
• Where to return: Take items to the Service Desk of any Woolworths Supermarket/Metro; Everyday Market products and Woolworths Mobile have separate processes.
• Store Credit Voucher: Works like a Woolworths gift card, valid for 3 years, and can be used over multiple shops in-store and online.

1. Fresh or Free Guarantee

Woolworths has a specific guarantee for fresh food called Fresh or Free. If you’re not happy with the quality or freshness of eligible fresh products, they will both refund and replace them.

What Counts as “Fresh Food”?

• Any unpackaged fresh products from the fresh departments (fruit, veg, meat, seafood, bakery, deli, etc.).
• Any packaged products marked with the “Fresh or Free” symbol.

What You Get Under Fresh or Free

• In-store or online orders:
  • Woolworths will refund what you paid for the fresh item, and
  • Provide a replacement of the same product (or something similar in size, price and variety if you’d prefer).
• Online orders:
  • You’ll first receive a refund for the item through Woolworths Online.
  • If you also want a replacement, you can visit any Woolworths Supermarket or Metro with the product and proof of purchase to get that replacement.
• Woolworths at Work: For business customers, the policy is to refund the fresh food you’re not happy with (no replacement included).

Some exclusions apply (for example, where an issue is clearly due to incorrect storage after purchase), but if you feel fresh food isn’t up to standard, it’s always worth speaking with the Service Desk or customer care.

2. Change-of-Mind Returns

For everyday supermarket products that aren’t fresh food or clearly faulty, Woolworths offers a 30-day change-of-mind policy.

When You Can Get a Change-of-Mind Return

Woolworths will provide a Store Credit Voucher if all of the following are true:

• You return the product within 30 days of purchase.
• You have proof of purchase (receipt, digital receipt, online invoice, etc.).
• The item is in its original condition, including packaging.
• The product has not been used, and if it’s perishable, it is not expired or within 2 days of expiry.
• The product is not on the exclusion list (see below).

What You Get for Change of Mind

• You receive a Store Credit Voucher, not a cash/card refund.
• The voucher:
  • Has a 3-year expiry.
  • Can be used over multiple shops.
  • Is redeemable at any Woolworths Supermarket, Woolworths Metro or Woolworths Online.

Woolworths is very clear that for change-of-mind returns, they will not provide a refund back to your original payment method. The remedy for change of mind is store credit only.

Change-of-Mind Exclusions

You cannot use the change-of-mind policy for:

• Tobacco products
• Gift cards (including all Woolworths and third-party branded gift cards)
• Mobile phones
• SIM packs / starter kits
• Recharge vouchers

These items are generally final sale unless there’s a genuine fault or they fall under a separate policy (for example, Woolworths Mobile).

3. Faulty, Damaged or Mis-described Products

When something is actually faulty (or not as described), your rights are stronger and go beyond change-of-mind rules.

With Proof of Purchase

• If a product you buy from Woolworths is faulty, they will:
  • Refund the purchase price, or
  • Replace the product, or
  • Repair the product (where appropriate).
• Woolworths may choose which remedy is most suitable, as long as it is consistent with Australian Consumer Law (for example, major vs minor failures).
• For some high-value products, Woolworths may send the item to the manufacturer or an authorised repair agent to assess the fault before deciding on a remedy.

Without Proof of Purchase

• If you don’t have a receipt or other proof of purchase, Woolworths may, at their option:
  • Provide you with a Store Credit Voucher for the value they believe you paid, or
  • Send the product to the manufacturer for repair or exchange.

How to Claim for a Faulty Product

• Bring the product to the Service Desk at any Woolworths store.
• Bring proof of purchase if you have it.
• Where possible, include accessories, packaging and manuals to help assessment or repair.
• If the product is large, fixed to your home, or difficult to move, contact Woolworths customer care to arrange assessment at your location or another suitable option.

Woolworths also reminds customers that under Australian Consumer Law, you’re entitled to a refund or replacement for major failures, and to repair or refund within a reasonable time for smaller issues. Those guarantees apply regardless of any store policy.

4. Woolworths Online vs In-Store Purchases

For most supermarket products, Woolworths uses the same core policy for in-store and online shopping:

• Fresh food is covered by the Fresh or Free guarantee.
• Change of mind within 30 days can be returned for a Store Credit Voucher (if eligible).
• Faulty products are refunded, replaced or repaired.

The main differences are practical:

• For online orders:
  • You can report issues via Woolworths Online customer care (e.g., missing or damaged items).
  • Fresh food issues can be refunded online; you may then go in store if you also want a physical replacement.
• For in-store purchases:
  • You usually handle returns directly at the Service Desk with your receipt.

5. Everyday Market & Other Separate Policies

Not everything you see on the Woolworths website is sold under the standard supermarket policy. Three important exceptions are:

Everyday Market from Woolworths

• Everyday Market products are sold by third-party “Everyday Market Partners”.
• They have their own return policies, which you can find on the product’s listing page.
• Change-of-mind returns are at the partner’s discretion and must follow their instructions.
• Faulty Everyday Market items are still covered by Australian Consumer Law, but you typically contact the partner via Woolworths support forms to sort out repair, replacement or refund.

Woolworths Mobile

• Mobile phones and telecom services have a dedicated Woolworths Mobile Repair, Exchange and Refunds Policy.
• They specifically note that mobile phones are not refunded or exchanged for change of mind or wrong selection, unless Woolworths contributed to the wrong selection.
• Faults are handled under Australian Consumer Law and any manufacturer warranty.

Gift Cards

• All Woolworths-branded and third-party gift cards have their own terms and conditions.
• They are not eligible for change-of-mind refunds through the supermarket returns policy.

6. Store Credit Vouchers vs Refunds

It’s worth being very clear on the difference between change-of-mind returns and faulty-product returns:

• Change of mind:
  • Within 30 days, unused, in original packaging, eligible product.
  • Outcome: Store Credit Voucher (like a gift card).
  • No direct refund to card/cash for change of mind.
• Faulty or mis-described product:
  • With proof of purchase: Woolworths will refund, replace or repair.
  • Without proof: they may offer a Store Credit Voucher or send it to the manufacturer for assessment.

In all cases, your rights under Australian Consumer Law sit above the store policy. For major failures, you can usually choose a refund or replacement; for minor issues, you’re entitled to a repair or other reasonable remedy.

7. Practical Examples

• Example 1 – Bad strawberries:
  You buy strawberries and find they’re mouldy the next day even though you stored them properly. Take them and your receipt to the Service Desk. Under Fresh or Free, Woolworths should refund and replace them.
• Example 2 – Changed your mind on a sealed pantry item:
  You bought a jar of sauce yesterday and haven’t opened it. With your receipt and the product in original condition and within date, Woolworths can give you a Store Credit Voucher if you return it within 30 days.
• Example 3 – Faulty small appliance:
  A small appliance you bought from Woolworths stops working after a short time. With proof of purchase, the Service Desk can refund, replace or have it repaired in line with Australian Consumer Law.
• Example 4 – No receipt for a faulty item:
  If you’ve lost your receipt but the item is clearly faulty, Woolworths may still help; they might offer a Store Credit Voucher or send the item for assessment.

8. Quick Woolworths (AU) Returns FAQ

• How long do I have to return something?
  For most supermarket products, you have 30 days from purchase for change-of-mind returns, and there is no strict time limit for legitimate faults (within what is considered a reasonable period under Australian Consumer Law).
• Do I get a refund or store credit?
  For change of mind, Woolworths gives a Store Credit Voucher. For faulty items, you may be entitled to a refund, replacement or repair, usually back to your original payment method.
• Can I return tobacco or gift cards?
  No. Tobacco products, gift cards, mobile phones, SIM packs/kits and recharge vouchers are not eligible for change-of-mind returns. Faulty situations are treated under their own rules and Australian Consumer Law.
• Does the Fresh or Free guarantee apply online?
  Yes. It applies to eligible fresh food bought online or in store. Online orders are refunded first; you can then go in store with the item and proof of purchase if you also want a replacement.
• What if I bought from Everyday Market?
  Everyday Market products are sold by partners and have their own return policies. Change-of-mind returns are at the partner’s discretion; faulty items are still covered by Australian Consumer Law, but you work through the partner (via Woolworths’ forms).

Summary

Woolworths Australia’s return policy is built around three ideas: Fresh or Free for fresh food, 30-day change-of-mind returns for most other supermarket products (with store credit), and full support for faulty items under Australian Consumer Law. Keep receipts where you can, return items in original condition, and use the Service Desk or customer care for any problems. Follow those steps and returns at Woolworths are usually straightforward.