Making it right: refund policy and complaints
We know that, when you shop with us, you expect to pay the price advertised and that all our products will be high quality. We work hard to meet these expectations, but sometimes we don't get it quite right. If this happens please let us know so that we can make this right.
Product quality
Fresh or free guarantee
Because we believe in the quality of our fresh food, if you’re not happy with the freshness of our fruit, veg, meat, deli, bakery, or seafood products, contact us within 48 hours of purchase and we’ll refund your money and replace the item for free.
Other products
If there’s something wrong with any other product you buy from us, please contact us to arrange a refund or replacement (if stock is available).
Price integrity
We work hard to make sure that our customers are always charged the correct price. If you spot an error or think you have been overcharged, we would like to know about it. The best way to inform us is to use our Pricing Complaints form below.
Advertised price
If we’ve charged you more for a product at checkout than the price we advertised it for, tell us about it. We will refund you and you can keep the product.
Single product
We'll refund the price you paid for the product and you can keep the product for free. Please note: You will need to provide evidence of the price discrepancy.
Multiple of the same product
We'll refund the price you paid for the first product and you can keep this product for free. A refund will also be given for the difference between the price you should have been charged and the price you paid for the balance of the products.
What does 'advertised price' mean
The “advertised price” for a product means:
- the price shown on a ticket in a Woolworths store;
- the price shown on the product packaging;
- the price shown on the Woolworths Online Shopping Website or Woolworths App for your relevant store location*;
- the price shown in a printed or online Woolworths Mailer applicable to your relevant store location*;
- the price shown in any other advertising material produced by us (such as posters or billboards)*.
*Prices shown do not apply at Metro Albert Street and Metro Halsey Street stores. To understand how we make price integrity issues right for alcohol products please refer to the Alcohol specific rules.
Checkout issues and alcohol specific rules
Checkout issues
Any other issues relating to what has been charged at checkout, we will refund any amount that you have overpaid for the product.
Alcohol specific rules
There are strict laws that apply to the sale of alcohol. You do need to be 18 or older to make a claim, so a legal NZ ID may be asked for.
If we've charged you more for an alcohol product at checkout than the price displayed, please visit a Woolworths store. We'll refund you the difference between the price you paid and the price you should have been charged.
If you're not happy with the quality of an alcohol product purchased, please visit a Woolworth store within 30 days during licensed hours.
Refunds or replacements are at the discretion of the store and will depend on the product, the condition the product is returned in, and specific regulations.
Online orders
Please refer to Substitutions, Checkout and Payment and other FAQs for details of online orders and refunds.
Change of mind
If you have purchased a product from our stores or online that you no longer want, you can return it to a store within 30 days of purchase. The product must be unopened, not require refrigeration/freezing, and a minimum of 3 days from expiry/best before date. Please note that returns are not permitted for some regulated/controlled products such as prescriptions, baby food and formula, gift cards and cigarettes. It is recommended that you check this prior to purchase.
How to contact us
Woolworths store
Please visit the Customer Service desk at any Woolworths Store if you have a product return or a refund request.
Customer care team
0800 40 40 40. Can assist you with feedback, complaints and refund requests. Please note, you will need to return to a Woolworths store to receive a refund for an in store purchase.
Speak with Olive
When our hard-working Customer Care team is experiencing a high volume of calls and emails, you can ask Olive, our virtual assistant.
Pricing Complaints Form
Please use this form to notify us of a pricing issue (price integrity, promotional errors or unit pricing issue), so we can make it right for you and we can continue to improve.
Replacement
Please note that only Woolworths stores can offer a replacement (where applicable).
Woolworths identified issue
In addition to issues you have identified and let us know about, we do our own checking to make sure that the prices advertised in our stores and online are the prices you pay. If we discover the price you’ve been charged for a product is more than the price advertised, we’ll make it right by refunding you the difference. We’ll do our best to contact you to let you know this, and to tell you how we’ll refund you. If you are an Everyday Rewards member, we may refund you by way of points or some other form of credit.