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How to return items bought online

Top questions

Can I return an item bought online to my nearest store?

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 directly to one of our vendors. In this instance, 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 the customer or there is a fault with the product (including damaged in transit). In all other circumstances, including change of mind, the delivery charges will be deducted from the refund to the customer. For more information on returning your product, please see our BIG W Returns Policy.

 

Can I exchange an item I bought online?

Most items can be exchanged at your local BIG W store. Some items are only available 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.

 

Are there any non-returnable products?

Yes. Some products unfortunately cannot be returned and are excluded from our returns policy. These include:

  • Internet recharge cards
  • Pre-paid vouchers (including Recharge cards, WISH Gift Cards, iTunes music cards, prepaid MasterCard etc).

 

My item is faulty, where should I take it?

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 care or ask our Customer Service Centre team member on 1300 244 999. It is important that you retain your receipt to obtain a repair, exchange or refund. If you are unable to contact the product's manufacturer, you take the product to your nearest BIG W store to have it assessed for repair, exchange or refund.

 

How do I return large items bought online, e.g. trampolines, appliances etc?

Please notify us through our Customer Service team on 1300 244 999 who will assist you with arranging a return.

 

What do I need to do to prepare my online order to return?

One of our friendly customer service team members will be able to provide to you a returns authorisations number.

 

Can I return my item(s) purchased online from BIG W Photos?

For BIG W Photos please contact the Fuji Customer Service Centre on 1300 614 359. Due to the personalisation of these items, BIG W Photos will only accept returns if the product is faulty.

 

What are my rights 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.