BIG W Returns Policies


COVID-19 - Temporary changes to our policy

NSW Stores Opening on 11 October / VIC & ACT stores open online only

90 Returns Extension
Due to the current COVID situation, we are happy to share that we are temporarily changing our 90 Day Change of Mind Returns Policy. We will now count this from the day your local store fully reopens for items purchased in the 90 days leading up to or during locked down. That's right, 90 days from the day your local store fully reopens! For NSW customers, our stores will reopen October 11th, click here for more information.

Why are we doing this?
At BIG W, we want you to rest assured that we know the current situation is challenging. We want you to have peace of mind that when life starts to get back to normal, you have plenty of time to return or exchange items that were not just right.

Please note all other areas of our returns policy remain the same, so please refer to our full policy at https://www.bigw.com.au/help/returns.

What about Faulty or damaged products?
If you brought or received a damaged or faulty item, we are happy to help, but there are some changes while lockdown is in place. 

For stores that are open for online pick up or essential items only, you may visit the store for a refund. Unfortunately, we can not process exchanges at this time, but replacement items may be purchased online for home delivery or in-store pick up, or in-store if the item is an essential item. 

For customers in areas where BIG W stores are not trading or if the item was purchased online, please contact the BIG W contact centre on 1300 244 999 or email bigwcontactus@bigw.com.au, and we will be happy to assist you.

90 Day Change of Mind Returns Policy

BIG W gives you 90 days to return a product that you’ve changed your mind on. This policy is in addition to your rights under the Australian Consumer Law, which are described in our Faulty Goods Returns Policy.

Returns within 90 days

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 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
  • is not a personalised item, digital download, pre-paid card, voucher or clearance item

Returns can be processed at any BIG W store, including online orders. Refunds will only be made using the original payment method stated on your proof of purchase. Please note that delivery fees paid for online orders are non-refundable for change of mind returns.

For lay-by returns, please refer to BIG W’s Lay-by Policy, available at https://www.bigw.com.au/payment/lay-by. For buy now, pay later purchases such as Afterpay, please follow the returns process outlined in your parcel.

Important noteDue to the unprecedented circumstances, for any purchase from 25 March 2020 until further notice, we will not provide a refund where you have simply changed your mind about products purchased from BIG W in the following categories:

  • Toilet paper, paper towel and tissues
  • Soaps, cosmetics, toiletries, feminine hygiene and incontinence, pain relief
  • Cleaning (anti-bacterial wipes, sprays and cleaners, disposable gloves)
  • Nappies and baby wipes
  • Pet Food

If you have purchased additional items that you no longer want, we encourage you to share with those in need, in particular, the elderly, disabled and most vulnerable in our community.

Faulty Product Returns Policy

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 cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also 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.

Returns of faulty products

If the problem is major, you are entitled to a replacement, repair or refund. Examples of major failure are when the product:

  • has a problem that would have stopped you buying it had you known about it;
  • is unsafe;
  • is significantly different from the description of the product; or
  • doesn’t do what we said it would do,

but does not include damage caused by misuse or returns simply due to change of mind.

If the problem is not major, we may choose to give you a free repair instead of a replacement or refund if this is possible.

If we cannot repair the product within a reasonable time, you can choose a refund or replacement. We reserve the right to refuse to provide a refund, repair or replacement if the problem has, for instance, arisen because the product was misused by the customer.

Proof of purchase

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. Information collected in this manner will be stored securely in accordance with BIG W’s Privacy Policy. BIG W retains the right to refuse a refund for unverified purchases.

Remember to backup your data

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.

Manufacturer’s warranties

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. However, our friendly customer service team can also assist you with any enquiry of this nature.

Returning products to BIG W

If your purchase was made at a BIG W store, please approach the customer courtesy desk at your local BIG W store to process your product return or exchange. To find your nearest BIG W store, click here.

Products that you have purchased on bigw.com.au can be returned either:

By Post Post the product/s to the returns address noted at the bottom of your pack slip.
In Store Return the product/s to any one of our BIG W stores: https://www.bigw.com.au/store-finder
Damaged or incorrect product delivered

If your order is damaged in transit or we have shipped the incorrect product, please contact us at onlineorders@bigw.com.au.

Customer Care

We are committed to providing the best customer satisfaction and customer care. Please contact us should you have any queries regarding your rights under Australian Consumer Law.