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Refunds, returns and exchange

If you’re not happy with something you’ve bought or you’ve simply picked up the wrong item, please ask for assistance from our Customer Service Desk team.

On our Coles branded products our promise is to provide you with high quality products to enjoy every day. If you are not 100% satisfied, let us know and we’ll happily give you a full refund or replacement - that’s a guarantee you can count on.

8.1    Products supplied come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

8.2    Participants should check all Products carefully for damage or faults upon delivery. If a Product obtained through the Program is damaged or faulty (through no fault of the Participant), the Coordinator may contact the Product hotline on the number listed on the Program Website to arrange for an exchange or refund of Vouchers. Returns cannot be accepted by Coles for change of mind, and Products cannot be exchanged for cash.

8.3    Where a Product has been authorised for return by Coles or its authorised representatives, the Participant will be advised of the arrangements for return. Products returned should be returned where possible with their original packaging, instruction manuals and all accessories. A Participant must not return any Product without first receiving authorisation from Coles or its authorised representatives.

8.4    If a replacement of the Product is not requested and a refund of Vouchers is authorised by Coles, the Vouchers redeemed for that Product will be re-credited to the Participant’s account, Refunds will be arranged only after receipt of returned Product in accordance with this clause 8. Vouchers may take up to seven business days to be reinstated to your Program account. Such refunded Vouchers may be redeemed via a further Order.

8.5    If a replacement Product is requested and authorised by Coles in accordance with clause 8.1, the replacement Products will be dispatched at no further cost to the Participant.