BIG W Returns Policy
At BIG W we have a large selection of brands you know and trust. We want you to be satisfied with your purchase and your BIG W shopping experience overall.
We understand that sometimes you may wish to return a product you have purchased from a BIG W store, so we have set out the BIG W Policy regarding returns for you to assist in this process.
Our Returns Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Your 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. Any cost incurred by you in bringing the product to the Courtesy Desk will be borne by you.
To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by BIG W to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (eg from your doctor), depending on the loss or damage.
1. Returning a product
Where: For all product returns please approach the Courtesy Desk, located at the front of every BIG W store. This includes products that carry a manufacturer's warranty.
Please retain your receipt: In order to obtain a refund, exchange or repair, you must have clear proof of purchase – typically, a receipt. The exception is for BIG W House Brand products, where, if you do not have proof of purchase, we may offer you an exchange, repair or returns card.
How long do I have? Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. BIG W adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. At BIG W we will always take a fair and reasonable approach.
2. Product Assessment
Once we have established proof of purchase, as you can appreciate, we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, repair or exchange.
In many situations, this will be a simple assessment at the Courtesy Desk. For example, if the product was misdescribed or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can assess it then and there in-store. Sometimes it may be dangerous or may not be possible to assess the product in-store due to the nature of the product (for example if it is an electrical, software or technology item). In these circumstances, we will send the product to the manufacturer or their repair agent to determine the issue and its resolution.
Our Courtesy Desk staff are happy to forward your product to the manufacturer or repair agent and liaise with them on your behalf. Whilst we will do our best to provide you with a timely resolution, it may take six weeks or more to complete the process due to the number of parties involved.
It may be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). You certainly have that option. Our Courtesy Desk staff are happy to provide you with their relevant contact details to assist you.
When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
The manufacturer will assess the product and determine whether:
- There is a minor fault : Where there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable time frame.
- There is a major fault : If the assessment is that the product has experienced a major fault you may choose to receive a refund, replacement, repair or returns card.
- The product has been damaged through abnormal use : Unfortunately BIG W cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether this is identified by BIG W, the manufacturer or their agent.
3. Does the product contain electronic data such as digital photos, digital music etc?
If you need to return an item that is capable of retaining user generated data such as cameras, mobile phones, MP3 players etc, please note that assessment and/or repair of the item may result in the loss of data. BIG W recommends you save any data as a back up external to the device where possible.
Repair notice: Please be aware that, in some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
4. Bulky and fuel source products
- If your product cannot be easily returned to your local BIG W store because of the nature of the fault, the size of the product or the product is affixed to your premises (for example a ceiling fan which requires a professional electrician to disconnect electrical wiring and remove it), please contact us and we will arrange for the product to be assessed.
- If the bulky or affixed product has suffered a major failure, BIG W will arrange to collect the product at no charge to you.
- If an item that could contain a fuel source such as a lawn mower or a gas cylinder needs to be returned, then for safety reasons these items must be returned empty of fuel or gas.
5. Have you changed your mind?
If you have changed your mind, as long as:
- You have clear proof of purchase, typically a receipt;
- The product and packaging is in its original condition including manuals and accessories;
- Item is in re-saleable condition for example original tags and labels are still attached, unworn, unopened or unused and;
- The product is not on the Product Exclusion List - please see below.
BIG W will provide you with a refund in the form of the previous method of payment, or a BIG W Returns Card – at your option.
Product exclusion list:
- Internet recharge cards
- Pre-paid vouchers (including Recharge cards, WISH Gift Cards, iTune music cards, prepaid MasterCard etc).
Frequently asked questions
What should I do if I am having difficulties with getting my product to work?
If you are experiencing problems operating your product, we strongly recommend that you contact the manufacturer’s customer helpline. It is our experience that often when customers believe the product they have purchased is faulty; it can be resolved with some basic ‘troubleshooting’ by the manufacturer. The contact number is typically provided on your warranty card.
If I can’t find my receipt, can I use a bank statement as proof of purchase instead?
Unfortunately BIG W will not accept a bank or credit card statement unless the amount on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase. BIG W cannot provide copies of receipts if lost or misplaced.
What is a Returns Card?
If you are granted a store credit or you choose to receive a store credit over a refund, it will take the form of a Returns Card. A Returns Card is a plastic card which is loaded to the value of the goods returned. This can be used to purchase most products in a BIG W store.
Please Note: when a refund is granted, we will refund the original purchase price in the form of the previous method of payment indicated on the receipt. If you are granted a returns card for reason of not having proof of purchase, you will be given a returns card to the value of the current system price.
What happens if I have purchased a product online or from BIG W Vision Centre and want to return it?
Please refer to the Terms and Conditions information online concerning “Returns and Exchanges” and to our "How to return items bought online" help information. For BIG W Vision Centre returns please refer to the policy displayed in the BIG W Vision Centre.
Why do you request my personal information during the refund or exchange process? What do you do with the information?
We ask you to provide us with limited personal information during the refund or exchange process to assist us to comply with fraud detection processes.
At BIG W we respect our customers’ right to privacy of their personal information. To that end we have policies and procedures in place to ensure that personal information no matter how or where it is obtained, is handled sensitively, securely and in accordance with the Law.
If you wish to obtain further information on our Privacy Policy, you can find it here
Click here to download a printable copy of this returns policy
