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Refunds

Will I receive a refund if I return a product bought online or in-store?

If you have a clear proof of purchase and the product is not listed on our Product exclusions list, then following a product assessment you may receive a refund in accordance with our returns policy. For more details, please refer to our Returns Policy.

 

Is the original delivery fee refundable on a return if the product was bought online?

Please note that the delivery charge for products bought online 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.

 

How long will it take to receive a refund for a product bought online?

For most items bought online, the fastest way to get a refund is to return your item to your local BIG W store and they will be able to issue any refund due. However some items will need to be returned to our fulfilment centre as indicated by (+) on your receipt; for these items, please contact our Customer Service Centre on 1800 251 311 who will be able to assist you. For items that are returned to our fulfilment centre, please allow 2-3 business days for the refund to be processed after it arrives in the fulfilment centre.