Change of Mind Policy
When Consumers Are Not Eligible for a Repair, Replacement, or Refund
Consumers are not entitled to a repair, replacement, or refund under consumer guarantees in the following cases:
They received the product they ordered but later changed their mind, found it cheaper elsewhere, or no longer want or need it. However, if a business has a ‘change of mind’ policy, it must be followed.
The issue with the product resulted from misuse by the consumer.
The consumer was aware of the product’s defect or was informed about it before purchasing. However, if another issue arises that was not disclosed at the time of purchase, they may still be eligible for a remedy.
They requested a service to be performed in a specific manner against the business’s professional advice.
The issue with the service was caused by an external factor beyond the business’s control.
Policy Provisions for Woolworths
Major Faults
If a product has a significant issue at the time of purchase or later develops a major fault, the consumer has the right to choose between:
The refund must be for the total amount paid, with no deductions for prior use. Refunds should be issued using the same payment method as the original purchase unless both the business and consumer agree to a different arrangement.
Alternatively, if the consumer chooses to keep the faulty product, they are entitled to compensation for the reduced value caused by the issue.
Minor Faults
If a product or service has a minor defect, the business is required to fix the issue at no cost to the consumer.
The business is not obligated to provide a replacement or refund for minor faults but may choose to do so.
For electronic products such as mobile phones, computers, or music players, repairs may result in the loss of stored data.
Repairs may involve the use of refurbished parts or replacement with a refurbished product. Businesses must inform consumers of these possibilities in advance by providing a repair notice.
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