Our policies

Find out about Countdown's policies relating to alcohol and tobacco, safety and rehabilitation, our fresh or free policy, refunds, privacy, website cookies, fuel discount, and email policies.

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 return the product and your receipt to your nearest Countdown store or contact our Customer Care team. Alternatively, you can request a refund through Olive, our virtual assistant - in which case you will receive a double refund instead of a refund and replacement.

You must contact us within 48 hours of delivery, pick up or in-store purchase, in order to make a claim under this policy. We may request photographic evidence of quality issues. The value of any refund will be based on the price of the product on the date it was ordered.

Liquor & Tobacco

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

The Company takes this responsibility seriously and is constantly reviewing the policies and procedures surrounding the selling of liquor and tobacco. For further information you can download our Liquor and Tobacco Policy here.

Safety & rehab

Woolworths New Zealand Limited are committed to taking appropriate measures to protect the safety, health and welfare of its employees, customers, contractors, visitors and the community. 

For further information you can download our Safety, Health & Wellbeing Policy and Recovery & Return to Work Policy here.


At Countdown, we believe in earning our customers’ trust by acting responsibly and doing the right thing for our people, our customers, our communities, and our environment. We expect the same standards from our suppliers, which is why we have a Responsible Sourcing Policy and a list of Responsible Sourcing Standards in place. These are supported by our Responsible Sourcing Guidelines.


If you're interested in becoming one of our suppliers, please visit our Supplier Portal.