Big W Return, Refund and Exchange Policy

Big W Order Policies:

Read below for Big W Order Return and Refund Policy, Price Match Policy, Exchange and Cancellation Policy.

Big W Return, Refund and Exchange Policy

Overview

At Big W, we want our customers to shop with confidence. This policy outlines your rights and options for returns, refunds, and exchanges. Big W gives you 90 days to return a product that you’ve changed your mind on, provided you have proof of purchase. This policy is in addition to your rights under the Australian Consumer Law.

90-Day Change of Mind Returns Policy

Eligibility Requirements

Big W will happily give you a refund or exchange within 90 days of purchase, provided you have proof of purchase and the product:

• is not an Excluded Product described in the list below
• is still in its original and saleable condition and packaging, with all accessories included
• has not been worn or used and, if a perishable product, is not expired

Where to Return

Eligible returns can be processed at any Big W store, including online orders.

Refund Method

Refunds will only be made using the original payment method stated on your proof of purchase.

Online Order Delivery Fees

Please note that delivery fees paid for online orders are non-refundable for change of mind returns.

Excluded Products

Products excluded from Big W’s 90 day Change of Mind Returns Policy (“Excluded Products”) include:

• Trampolines and furniture (where the product has been opened or components have been used or assembled)
• Gift cards, phone recharge or third party gift cards
• Products purchased from Big W Market, MyDeal, Everyday Market, Everyday Rewards Shop and eBay

Personalised Products cannot be returned for replacement or refund and the Big W Returns Policies do not apply to Personalised Products unless the Personalised Product is faulty.

Faulty Product Returns Policy

Your Rights Under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Reporting Faulty Products

If you receive a damaged or defective product, you should contact the Big W Call Centre on 1300 244 999 or follow the returns instructions supplied with the Product.

For online orders, if you receive an item that is different to what was described or is faulty, please email onlineorders@bigw.com.au to arrange return and replacement or refund.

Exclusions for Faulty Returns

The above exclusions do not apply to faulty goods returned in line with our Faulty Product Returns Policy.

Proof of Purchase Requirements

Returns must be accompanied by a receipt or other itemised, verifiable proof of purchase such as a Everyday Rewards statement. In certain circumstances, you may be required to provide further information such as photo identification for loss prevention or legislative requirements.

Big W retains the right to refuse a refund for unverified purchases.

Data Protection Notice

If you need to return a product that contains user-generated data (such as cameras, mobile phones or storage drives), please remember to backup any data in an alternative location as the repair or replacement may result in loss of data.

Big W Market Products

Change of Mind Returns

Change of mind returns are provided at the sole discretion of each Big W Market Seller, on a case-by-case basis. The Big W 90 day change of mind returns policy does not apply to Big W Market products. Please check the relevant Big W Market Seller’s returns policy by navigating to the product and clicking on “Big W Market Seller”.

Faulty Returns for Market Products

Contact us as soon as possible by logging into your My Account > My Orders > Damaged items. Provide information to describe the damage/fault that will assist in achieving a speedy resolution. Once you have submitted your enquiry, the relevant Big W Market Seller will be able to review and assist with providing a resolution.

Please note unfortunately, we are unable to process refunds or returns in-store for Big W Market products.

Manufacturer’s Warranty

Some products come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant products. Should you wish to make any claim under a manufacturer’s warranty, you can do so directly with the relevant manufacturer.

Big W Customer Service:

Telephone Number: 1300 244 999

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