PSA: Woolworths Have Changed Their Returns Policy, Specifically for "Change of Mind" Returns (Updated Sept 2020)

ozbs25 on 11/03/2020 - 17:02
Last edited 05/04/2021 - 11:52 by 1 other user

March 2020

Per Woolworth's website

If you’ve changed your mind

Except for the specific exclusions mentioned below, we will refund the purchase price where you have simply changed your mind and you return a product to us unopened, in its original packaging, within reasonable best before dates and with clear proof of purchase.

Change of mind refunds are not available for:

  • transactions with a value greater than $30 unless you have a receipt; or
  • Third Party Gift Cards after activation.

From Wednesday 11 March 2020 until further notice, we will not provide a refund where you have simply changed your mind about products purchased from Woolworths in the following categories:

  • Toilet paper
  • Paper towel
  • Tissues and serviettes
  • Medicinal (pain relief)
  • Cleaning (anti bacterial wipes, sprays and cleaners, disposable gloves)
  • Feminine hygiene and incontinence
  • Baby wipes
  • Pasta and pasta sauce
  • Canned food (fish, vegetables, soup, fruit and canned meals)
  • Flour and Bread Mixes
  • Cooking Oils
  • Rice

https://www.woolworths.com.au/shop/discover/about-us/returns…

Edit:

Oops, forgot to mention rainchecks have changed too:

Rainchecks

From Wednesday 11 March 2020, rainchecks will not be available on any advertised stock purchased until further notice. ‘Advertised stock’ includes any product advertised for sale, or which is on promotion in store at a Woolworths Supermarket or Woolworths Metro store.

Update 1 September 2020

If you’ve changed your mind
Refunds

  • From 1 September 2020 until further notice, we will not provide a refund where you have changed your mind about products purchased from Woolworths.

  • If you have purchased additional items, we encourage you to share with those in need, in particular the elderly and most vulnerable.

Exchanges

We will happily provide an exchange where you have changed your mind about a product purchased from Woolworths provided that the product:

is returned to us with a receipt within 30 days of purchase;
is in its original condition, including with packaging; and
has not been used and, if a perishable product, is not expired or within 2 days of expiry.

Food & Grocery

Related Stores

Woolworths
Woolworths

Comments

  • Bargain80 on 11/03/2020 - 17:08
    +58

    good. that will teach those hoarders

  • Randxyz123 on 11/03/2020 - 17:11
    +9

    Can only see this being a good thing.

  • sss333 on 11/03/2020 - 17:11
    +3

    No more rainchecks in advertised stock is disappointing, but then again it was pretty good of them doing it anyway. Hope it comes back though.

    • ozbs25 on 11/03/2020 - 17:14
      +1

      I've only ever had to use a raincheck maybe twice. I guess with things flying off the shelves it would come in very handy. Not to be I guess. Still, overall probably good for the general public.

      • jjjaar on 11/03/2020 - 21:40
        +3

        A few of my local stores are always selling out of catalogue specials. I get rainchecks for items I genuinely went in store to buy at least monthly. This was happening well before coronavirus too.

        • djk on 12/03/2020 - 19:33
          +1

          Same here, they only ever had catalogue items in stock on the first couple of days or in the morning for fresh produce. It was the only way to actually purchase anything from the catalogue for high turnover items as the shelf would stay empty until the catalogue time was expired.

  • spotthedog on 11/03/2020 - 17:13
    +1

    Also no more rain checks for the time being

    • tomsco on 07/04/2021 - 08:15

      Do you know if this is still a policy? I feel like I've done rain checks in the last 12 months, but maybe my memory is hazy and I've only done them at Coles.

  • brendanm on 11/03/2020 - 17:14
    +1

    Can't see a downside to this.

  • spotthedog on 11/03/2020 - 17:17

    If you have purchased these items before the 11th of March and have a receipt, a refund will still be processed. However these items purchased from the 11th of March cannot be refunded

    • ozbs25 on 11/03/2020 - 17:21
      +4

      Since you are associated, you might know. How often do people bring stuff back for a refund purely because they changed their mind? I can't imagine us ever taking something back to a Woolworths just because we don't want it anymore.

      • spotthedog on 11/03/2020 - 17:35
        +2

        Considering I work at a large store that gets a lot of customers, not that often. Generally it's just because they bought too many items for an event or their partner purchased the wrong thing. Sometimes it's also the same customers that return items because they're the type of person who can be bothered returning.
        (Sometimes I also think people buy when items are half price and then return them without a receipt when they're not on sale anymore to get more cash)

        • ozbs25 on 11/03/2020 - 17:39

          Thanks for taking the time to answer. My parents buy stuff just in case all the time and then return days later. I can understand why people would try to work the system for more money. Lots of those people around.

          I don't know if I could return something to a grocery store just because I changed my mind. It'd be like that embarrassing cheque scheme from Lock Stock and Two smoking barrels. I'd just suck it up and take the hit.

          • djk on 12/03/2020 - 19:42

            @ozbs25: It's different when someone is doing the shopping for you and doesn't have very good attention to detail - my elderly mum has lots of problems with the aged care staff who do her shopping. We've even printed out documents with pictures of the item and they often still get it wrong as the agency sends a different person every week. Now she'll be stuck with stuff she won't ever use, simply because they can't pay attention to what they are doing.

            She went with the woman today and was quite shocked that the only packet of toilet paper available was 32 rolls (she has never bought such a large pack in her 80+ years), though she and other customers in the queue were disgusted with a couple who wanted their shopping split into three receipts to circumvent the one pack per customer rule at Coles, especially when the checkout operator caved to their demands.

            • ozbs25 on 12/03/2020 - 19:53

              @djk: I guess if someone else is buying something for you that's a little bit different. It's unfortunate that your mum's care staff can't take the time to help her properly. It definitely is hard to get good help these days. I used to work a charity and we used to get volunteers in. Sometimes we were better off doing it all ourselves as we had to undo/redo work that they did.

        • Zachary on 12/03/2020 - 14:09
          +2

          (Sometimes I also think people buy when items are half price and then return them without a receipt when they're not on sale anymore to get more cash)

          Wait….this is a thing?!

          • spotthedog on 12/03/2020 - 19:29

            @Zachary: Unfortunately yes, people also steal items (such as batteries and razors) then return without a receipt and then use that cash to buy tobacco…

            • Ozpit on 13/03/2020 - 09:21

              @spotthedog: So, just what is the store policy for returning goods without a receipt? Anything under $30 is refundable without proof of purchase? No receipt no return sounds fair to me. Or does Woolworths just wipe the debt off as negligible in the interests of keeping these customers happy and staying loyal to the store?

              • Ozpit on 16/03/2020 - 10:06

                @Ozpit: No reply from Associated sounds fair. Don't want to encourage fellow OzBs.

                • dan76n on 17/03/2020 - 19:45

                  @Ozpit: I would think the reason for not requiring a receipt for under $30 might have something to do with the self serve registers asking if you wish to print a receipt if the transaction is under $30.
                  Just guessing here but that would seem like a possible explanation.

              • zonra on 16/03/2020 - 12:51

                @Ozpit:

                Woolworths just wipe the debt off as negligible passes it on to other customers

                FTFY.
                To be fair tho, all retailers do this.

              • spotthedog on 08/04/2021 - 10:42

                @Ozpit: I don’t work there anymore, but they’ve changed their policy a bunch of times in the past year :/ at some point they weren’t taking change of mind refunds at all even with a receipt. Not sure what the policy is now

  • kahn on 11/03/2020 - 17:20
    -1

    Is it a coincidence that these are the items that some people have been panic-hoarding?

    • spotthedog on 11/03/2020 - 17:37
      +5

      Wouldn't be a coincidence. It would be purely for that reason so that people stop to think whether they actually need the items before buying so that others who do need the items get the chance to buy it

      • kahn on 11/03/2020 - 17:39
        -2

        Sorry, dawg, it was a rhetorical question.

  • zonra on 11/03/2020 - 17:31
    +1

    Good move on the supermarkets' behalves, should help (somewhat) to deter hoarding.
    Was shopping at Coles and witnessed a gentlemen returned 10+ bottle of hand sanitisers last week.
    I guess their business opportunity didn't pan out as planned.

    • ozbs25 on 11/03/2020 - 17:34

      No way could I do that. I guess the man had no shame when buying, and no shame returning to get a refund.

      • zonra on 11/03/2020 - 17:45

        He kept a straight face throughout so definitely able to keep his shame under control.
        Hoarding aside, I wouldn't feel too comfortable buying returned stuff (sanitisers, wipes etc.) for fear of tampering.
        (minimal chances of it happening, but still a risk especially these days and age, and another reason to push for anti-hoarding rules)

        • ozbs25 on 11/03/2020 - 17:48

          Yeah, some sick people out there and some of those products don't have a tamper proof seal.

    • Zachary on 12/03/2020 - 14:10

      10 bottles…..wow….

    • dan76n on 17/03/2020 - 19:47

      He probably emptied them into a container and replaced with water and some sort of cheap thickener.

  • Aazza on 11/03/2020 - 17:33
    +4

    I am so glad the list includes pasta and pasta sauces. Went to Woollies yesterday to try to get stuff to make spaghetti for dinner - could not even find ONE pack of any pasta on the shelves. Asked the shelf stocking staff and they said there's absolutely zero stock left.

    It's gotten to the point where I literally can't even make dinner anymore, absolutely insane. I hope the hoarders enjoy their year's supply of pasta.

    • kahn on 11/03/2020 - 17:41
      +1

      Check gumtree :-)

    • JimmyF on 11/03/2020 - 20:09
      +1

      I literally can't even make dinner anymore

      So you can only cook one type of meal ie spaghetti?

      While pasta is gone at my local supermarket, there is LOTS of food still on the shelfs, sure you might have to mix up your meal to what you had planned. But literally you could have gotten 1000 other items instead to cook with. Unless it was lime juice, as that was sold out for some strange reason.

      • lunchbox99 on 11/03/2020 - 23:41
        +1

        I know it’s an outrageous suggestion but you can make pasta sauce from… you know… actual tomatoes and stuff. If you have a pressure cooker it’s pretty fast too.

        My woolies has plenty of fresh pasta in the fridge aisle. You can freeze most of the fresh pasta if you don’t want to eat it all at once.

    • djk on 12/03/2020 - 19:46

      Maybe you need to find a freezer, evidently the latest item to be disappearing from the stores, because some people think if they are quarantined for 14 days it means they will die of starvation :(
      That way you can cook up extra batches of sauce and freeze it and instead of pasta, make enchildas or tacos or zucchini spaghetti or just use a base of steamed vegetables instead.
      Perfect time to cook from your pantry contents and use stuff up.

  • Plutonus on 11/03/2020 - 17:49
    +1

    No rainchecks on anything is pretty shit.

  • 87percent on 11/03/2020 - 18:59
    +1

    Why would you try and return toilet paper? It’s not like it goes bad

    • sss333 on 11/03/2020 - 19:02
      +1

      When it goes sale for a cheaper price I guess.

      • djones145 on 11/03/2020 - 19:28

        prolly, I was gonna buy toilet paper but at 9 bucks for 8 rolls I rather just use a4 paper from work lol, the quality is so poor it's like toilet paper these days

    • Sage on 11/03/2020 - 20:04

      Well obviously because people bought tonnes of rolls thinking it's justified for whatever reason.

    • brendanm on 11/03/2020 - 20:08

      When you purchased 3 years worth and have nowhere to put it.

    • Bargain80 on 12/03/2020 - 10:29

      because some people bought 1 year of supply hoping to sell them with high profit.

  • c64 on 11/03/2020 - 19:20
    -6

    that really sucks. coles from now on

    • djones145 on 11/03/2020 - 19:30

      coles will copy wollies
      u can go to aldi or iga
      until they copy them
      maybe costco or Harris farm, which will copy aswell

      maybe just start ur own supermarket
      mtgworthes

  • [Deactivated] on 11/03/2020 - 19:31

    People take back empty bag of chips or nuts. Under the satisfaction guarantee.

    I posted on a coles Facebook post about toilet paper last week that the shops should do this and people laughed at me.

    If people return the stock the shops won’t have anywhere to put it.

  • TheBilly on 11/03/2020 - 19:35

    Its not like people will stop pooping, they will eventually get through the toilet paper, it will just take a while.

  • Sage on 11/03/2020 - 20:03

    Screw the TP hoarders, in other words.

  • roastchook on 11/03/2020 - 20:28

    In three months time, toilet paper is going to on special everywhere. That's the ozbargain way to stock up. Let the idiots go crazy now.

    • djk on 12/03/2020 - 19:47

      Who buys it full price anyway, not an OzBargainer :)

  • sparkles on 11/03/2020 - 20:54

    Not surprised, I did see some talk around the internet where people were like "hoard now, return later". Woolworths is simply making sure their sales stay sold.

    Still futilely looking for hand sanitiser. That stuff is a total unicorn.

  • chumlee on 11/03/2020 - 22:08
    +2

    I used the homebrand toilet paper & didn't like it so scooped it out from the toilet to take it back under the quality money back guarantee - all I got was poor customer service

    • Bargain80 on 12/03/2020 - 10:30

      you need to put it back in original packaging.

  • kyle on 11/03/2020 - 22:15
    +1

    Aussie shops are too generous. Should never entertain change of mind returns just like some overseas countries.

    • AncientWisdom on 15/03/2020 - 12:17

      Change of mind return policies are awesome - if not abused. It means you can buy something you're unsure about. Probably means they sell more as under normal circumstances most people just keep what they buy.

  • Samsungnote10 on 12/03/2020 - 01:07

    Ok maybe I'm dumb today.
    But how does refusing refunds do anyone any good, other than harm?

    Prices at supermarkets havent gone up

    Those that have hoarded will just store them somewhere, whilst if no returns, then it can't be passed onto someone else

    • JayParker on 12/03/2020 - 10:39

      From an Associated above -
      “ It would be purely for that reason so that people stop to think whether they actually need the items before buying so that others who do need the items get the chance to buy it”

  • OzHunterNSW on 12/03/2020 - 09:58

    These are product they can not ensure have not been tampered with

    • c64 on 12/03/2020 - 10:10

      let's see, canned food is not returnable but fresh food is?

      • Ozpit on 13/03/2020 - 09:32

        It seems fresh meat and perishables from the deli are returnable no questions asked, just change of mind. The store is hardly going to put these back on the shelf and just wipe the debt. Got to keep the customer happy and loyal, I guess. God forbid they should defect and start purchasing from the competition. I think these giant grocery stores do the number crunching and determine it’s better to wipe off these small debts in order to keep the customer loyal to the store.

  • WhatWhoWhyUsername on 12/03/2020 - 10:11
    -1

    Is this against any conumser laws, where a retailer cannot say no refunds/have no refunds sign displayed?

    • samfisher5986 on 12/03/2020 - 10:17
      +1

      Do you even know what the consumer law is?

      There is nothing in consumer law that says you can return something for a change of mind.

      • WhatWhoWhyUsername on 12/03/2020 - 10:32
        -1

        I mean ACCC and consumer rights and guarantees.

        • Deridas on 12/03/2020 - 10:38
          +1

          No, there is no such thing regarding the inability to say "no refunds/returns". The consumer law only applies to faulty items. Change of mind refunds are based on the retailer's goodwill.

  • tabitha731 on 12/03/2020 - 11:53
    +3

    This has been the best decision by woollies. Now Coles needs to follow suit… if u want to hoard, then deal with it in the long run

    • revheadgl on 13/03/2020 - 18:19
      +1

      Coles have already announced it.

      Quote from an email from Coles,

      "From today we will be temporarily suspending our change-of-mind refund policy to discourage over-purchasing. If you have already purchased additional items you no longer want, please look at donating them to community organisations or neighbours who have been struggling to purchase them during this time."

      Good on them.

    • bluesky on 13/03/2020 - 18:24
      +1

      … Now Coles needs to follow suit

      Coles just did - email notification just arrived.

      To continue to allow everyone the opportunity to purchase staple items, we will be implementing a couple of further changes throughout our stores:

      1. From Saturday we will limit the purchase of pasta, flour, dry rice, paper towels, paper tissues and hand sanitisers to 2 items per customer. We will also be introducing some additional limits on certain items in each store. These can vary between stores, so please visit your local Coles for more information.

      2. From today we will be temporarily suspending our change-of-mind refund policy to discourage over-purchasing. If you have already purchased additional items you no longer want, please look at donating them to community organisations or neighbours who have been struggling to purchase them during this time.

      Good for imposing limits on the items as well.

  • revheadgl on 17/03/2020 - 12:11

    Aldi too have announced restrictions and a temporarily suspended change of mind policy.

    https://www.aldi.com.au/en/covid-19-update/

    • ozbs25 on 17/03/2020 - 14:46

      Thanks for the update. Doesn't really affect most people though. Did you see the latest news? A Woolworths employee was stabbed in Rosebud. Not sure what happened yet. Crazy world now. :(

      • revheadgl on 17/03/2020 - 19:37

        What? Really? Obviously a fair majority of our population are now borderline insane with hysteria…

        I don't give two flying %"cks about myself, I am 60yo and am going to die of something, but I aint hoarding dunny rolls just in case.

        Imbeciles.

  • dan76n on 17/03/2020 - 19:49
    +2

    Really wish they made it for purchases prior to the set dates as this was when the hoarders went crazy.

  • wisdomtooth on 04/04/2021 - 18:01
    Merged from Woolworths is not accepting returns…

    … or so I was told by staff in Maroochydore when returning an unused air fryer. I asked whether it was new policy; she said it is since last Sep. Bc of covid. Told me she could exchange it for new purchases, but not refund it. Bc of… covid? Ok, could I have a store credit? No. She went to get the manager. Came back saying she would accept it as "damaged," and was going to throw it away (was that supposed to guilt me into keeping it?). And gave me the refund.

    Anyone had similar experiences?

    • EFC94 on 04/04/2021 - 18:13
      +25

      Perhaps consider if you actually need something before buying it next time.

      • wisdomtooth on 05/04/2021 - 08:02

        No need for the snappy judgement, bud.

        We do need it. The missus just didn't it was large enough. I just got a 5L one at Catch (for the same price).

    • mapax on 04/04/2021 - 18:14
      +16

      It’s not new, they introduced it to shove it up the hoarders who tried to return a heap of stuff after the pandemic settled down and they then realised they wouldn’t be able to sell it for huge profits. Well that’s why I like to think they introduced it…

      • WreckTangle on 04/04/2021 - 19:56
        +4

        Yeah, i’m on WW side about this

      • wisdomtooth on 05/04/2021 - 08:05

        "Hoarding" air fryers??

        I see above in the merged post they put on new policy for the hoarded categories March last year, and expanded it to all items last September.

    • Davo1111 on 04/04/2021 - 18:27
      +3

      It took you 6-7 months to change your mind? That's pretty shitty.

      • avoidfullprice on 04/04/2021 - 19:31
        +7

        She/he didn't say the fryer was bought the in sep. Staff told him/her the new policy came in effect back sep.

        • Davo1111 on 04/04/2021 - 20:32
          +4

          I stand corrected

    • spackbace on 04/04/2021 - 18:28

      https://www.ozbargain.com.au/node/523781

      Was yours opened or not?

      • wisdomtooth on 05/04/2021 - 07:54

        Opened, not used.

        • Deridas on 05/04/2021 - 08:32
          +2

          If you opened a product and broke the seal, Woolworths can't sell it as brand new anymore… You'll be lucky to get store credit..

          • wisdomtooth on 05/04/2021 - 09:40

            @Deridas:

            And gave me the refund.

            Never had a problem returning opened unused items at Aldi, Kmart or Target. And the "seal" was just sticky tape on a cardboard box.

    • SBOB on 04/04/2021 - 18:41
      +19

      Return for change of mind isn't a 'consumer right'….

      Stores do if for good will and customer service but, if they want to introduce changes (such as due to covid), it's not something to come to ozb and complain about..

      • wisdomtooth on 05/04/2021 - 08:08

        Where's the complaint?? I'm just sharing my consumer experience. Yes, OzB is a place to share consumer experiences.

    • funnysht on 04/04/2021 - 20:46

      just get credit- i mean where else do you do your shopping - ?

      • jjjaar on 04/04/2021 - 21:05
        +2

        Ok, could I have a store credit? No.

        Sounds like OP had to swap it for the full amount worth then and there.

    • hasher22 on 04/04/2021 - 21:34

      Empathy response: I feel ya, there were times where I purchased something and changed my mind. I try to get a refund, if they say no, they say no. No harm asking, and majority of the time, they will say no. But I know it's my fault because it was an impulse buy.

      Logical / law response: Consumer law allows companies to alter their refund policies to include 'change of mind' refunds, in forms of cash, vouchers, store credit or item exchanges. But consumer law state customers can not refund due to change of mind in general.

      No, she didn't guilt-trip you at all. Some companies throw away refunded items, even if it's new in the box but it can be resold.

      • wisdomtooth on 05/04/2021 - 08:10
        -2

        "Ok, I'll give you refund, but we'll have to throw it away"—how's that my problem??

    • Succulent on 04/04/2021 - 21:46
      +1

      I bought a water bottle for my toddler from WW. The one where you could press it and the straw with the cover would flip open. Turns out my toddler can press them to open the straw, but he is not strong enough to press the straw/flip back to its place to close them. I took it back to WW with the protective plastic for the straw still intact. The staff told me that there is nothing wrong with the bottle. He showed me that he could press it open and close the flip with his hand. I told him yes we as an adult can open/close them if we apply more force on both our thumb and index finger, but my toddler cant. The design of the bottle flip is not right, it doesnt click back smoothly. This is different to many other water bottles that my toddler use previously. Since the bottle is for him to take to the daycare, he will need one where he could open and close the flip himself. (He has other two bottles where he can close and open himself, but the straws got worn out and we decided to get a new one from WW, as we were doing our groceries run). The WW staff insisted that there is nothing wrong with the bottle, he can "easily" open and close them. The same conversation going back and forth between the two of us for several iterations. Then finally he said that he will do refund for me, but normally they wouldnt allow this type of refund. So yeah I think since covid, with WW, you cant easily do change of mind refund anymore unless if the item is damaged.

    • Raj09 on 04/04/2021 - 22:20

      Change of mind has to be reasonable. You cannot have that change after 6 or 7 months

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