How to return items bought online
Most items can be returned to your local BIG W store which may be the fastest way for you to return your item. You should first check your despatch email or receipt for your order to see whether it needs to be returned to the fulfilment centre or can be returned to your local store. If the product needs to be returned to the fulfilment centre, please contact the Customer Service Centre on 1300 244 999 (option 2), they will assist you with arranging a return. Please note that the delivery charge will only be reimbursed when BIG W is at fault; that is, if the wrong item is delivered to you, there is a fault with the product (including where it is damaged in transit) or there is a breach of a consumer guarantee under the Australian Consumer Law. In all other circumstances, including change of mind, the delivery charges will be deducted from the refund provided to you. For more information on returning your product, please see our BIG W Returns Policy.
Most items can be exchanged at your local BIG W store. Some items should be returned to our Online Returns Centre which will be indicated by a (+) on your receipt. In this instance, you can check the status of tracked deliveries on the 'My orders 'My account' for registered customers or via the website link included in your order confirmation email.
Unfortunately some products cannot be returned if you have changed your mind. These include:
We recommend you phone the relevant manufacturer in the first instance if you experience any difficulties operating a product purchased from BIG W. Please refer to your instruction manual, warranty card or ask our Customer Service Centre team member on 1300 244 999.
In the event your product is faulty, you may either approach BIG W or the manufacturer to provide a remedy. Please refer to the BIG W Returns Policy for further information.
Please notify us through our Customer Service team on 1300 244 999 who will assist you with arranging a return.
One of our friendly customer service team members will be able to provide to you a returns authorisations number.
To return photos purchased from BIG W, we recommend you contact the Fuji Customer Service Centre on 1300 614 359. Alternatively, you may return the product directly to us and we will liaise with Fuji on your behalf, but the process may take slightly longer. Due to the personalisation of these items, BIG W will only accept returns if the photos are 'faulty' or have not met a consumer guarantee under the Australian Consumer Law.
Our goods 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.
Where a failure does not amount to a major failure, BIG W is entitled to choose between providing you with a repair, replacement or other suitable remedy.
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