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Store policies

Below are our policies for Online Shopping. Please see Our Policies or terms and conditions in full if you require more information.

If you have any questions not answered below, give us a call on 0800 40 40 40 or email us.

Fresh or Free*

We’re so sure of the quality of our fruit, vegetables, meat, deli, bakery and seafood that, in the unlikely event you’re unhappy with anything you buy from us, we’ll both refund your money and replace your purchase. Simply take the product and your invoice to your nearest Countdown store or contact our Customer Care team.

*All liquor is excluded from the 'Fresh or Free' policy as this would be a breach of the Sale and Supply of Alcohol Act 2012.

Substitution Policy

We offer a substitutions service that ensures you get the next best thing if something in your order is no longer available. We will look for a similar product of equal or higher value, but will only charge you the price of the product you originally ordered.

You can use Shopper Notes to specify what you'd like if your first choice isn't available. For example 'Please choose milk with a best before date at least 5 days out.' Only as a last resort, we may substitute with a lower value product. In this case, we will only charge you for the lower value product.

When you Checkout you can turn substitutions on or off for individual products, or you can set a default for your entire shop in My Account.

Restricted items

As a responsible corporate citizen Woolworths New Zealand has many obligations within the community - one of these is for the responsible and legal sale of liquor and tobacco.

Our staff or delivery drivers may request the person accepting any order that contains Restricted products to produce satisfactory evidence of their age.

The Company takes this responsibility seriously and is constantly reviewing the policies and procedures surrounding the selling of restricted products.

Refund Policy

Refund, exchange or replacement covers any product quality or incorrect pricing issue for all goods sold online or in store.

The customer has a choice of a refund, exchange or replacement as long as the store usually stocks the item being refunded or replaced.