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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 the product:

  • is still in its original condition and packaging, with any tags attached
  • has not been worn or used
  • if a perishable product, is not expired
  • is not a pre-paid voucher (including recharge cards, gift cards, iTunes cards, pre-paid Mastercards) or a personalised item

Returns can be processed at any BIG W store, including online orders. Refunds will be 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 layby returns and cancellation / refunds, please refer to BIG W’s Layby Policy, available at https://www.bigw.com.au/lay-by. For Afterpay purchases, please follow the returns process outlined in your parcel. Our Afterpay FAQ at https://www.bigw.com.au/Afterpay has further details.

Returns must be accompanied by proof of purchase. However, if you are not able to provide proof of purchase for a BIG W branded product, we will happily provide you with an exchange or provide a returns card for the value of the item at the time of return. See the Proof of purchase section below for further details.

Please note that delivery fees paid for online orders are non-refundable for change of mind returns. However, if you receive an item that is different to what was described, or is faulty, please email us at onlineorders@bigw.com to arrange return of the product and a replacement or refund under the Faulty Goods Returns Policy described below.

See the Returning products to BIG W section below for details of how to return products to BIG W for an exchange or refund.

Faulty Goods Returns Policy

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.

Returns of faulty products

If an item you have purchased at BIG W has a problem within a reasonable time after purchase, you can choose a refund, replacement or repair of the item.

This includes when the item:

  • 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.

We will either assess the cause of the problem at the store or arrange for the manufacturer to do so. If we are able to and you would like us to do so, we will repair the item within a reasonable time. If the item is not repaired in a reasonable time, you can choose a refund or replacement. If the problem with the product is only minor, we reserve our right to offer to repair only and not offer a refund or replacement.

Please retain your receipt for ease of returns. All returns must be accompanied by proof of purchase. See the Proof of purchase section below for further details.

See the Returning products to BIG W section below for details of how to return products to BIG W.

Manufacturer’s warranties

Some items will come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant goods. 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 an enquiry of this nature.

Remember to backup your data

If you need to return an item 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.

Proof of purchase

Please retain your receipt for ease of returns. All returns must be accompanied by proof of purchase, such as:

  • your original receipt (or a copy or photograph of the original receipt)
  • tax invoice
  • credit card statement, clearly showing that the purchase is from BIG W
  • Woolworths Rewards statement showing the purchase

If you are not able to provide proof of purchase for a BIG W branded product, we will happily provide you with an exchange or provide a returns card for the value of the item at the time of return.

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 to the address noted on the returns instructions leaflet in your parcel
In Store Return the product to any one of our BIG W stores: https://www.bigw.com.au/store-finder

Purchases made on eBay

Products which have been purchased from BIG W on eBay can only be returned via post to the address noted on the leaflet in your parcel.

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.

 

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