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Faulty Products

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. If the failure is minor, we reserve our right to offer to repair only and not offer a refund or returns card.

Many 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, we recommend that you do so directly to the relevant manufacturer. However, our friendly customer service team can also assist you with an enquiry of this nature.

If it is identified that there is no fault with the product or that the product has been damaged through misuse, abnormal use or abuse, BIG W may require you to reimburse us for any costs that we may have incurred, including product assessment fees imposed on us by the manufacturer and the cost of transport of the product.

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.

Change of Mind Returns

BIG W will offer you a refund or exchange for most purchases (some exclusions apply) within 30 days of purchase (non-electrical items) or 10 days of purchase (electrical items), provided that:

  • you produce proof of purchase (your BIG W store register receipt or online order tax invoice)
  • the product (including all manuals and accessories) and packaging (including tags and shrinkwrap) is in its original condition; and
  • the item is unused, unworn, in resaleable condition and not a personalised product.

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.

If you cannot provide proof of purchase of a BIG W branded product, we will offer you an exchange but not a refund for change of mind returns. We cannot accept returns of non-BIG W branded products at all without proof of purchase at a BIG W store.

See “How Can You Return Products to BIG W” below for details of how to return products to BIG W for an exchange or refund.

Exclusions to Change of Mind Returns

Certain items, because of their nature, cannot be returned if you change your mind. These are:

  • items purchased from BIG W’s online store through a third party seller - in this case you will need to return the item directly to the third party seller in accordance with their returns policy;
  • underwear, swimwear and hosiery;
  • bedding accessories (including mattress protectors and pillows);
  • pre-paid vouchers (including recharge cards, WISH gift cards, iTunes cards and pre-paid Mastercards);
  • mobile phones and SIM cards;
  • cosmetics and fragrances; and
  • printer cartridges.

Bulky or Dangerous Products

For safety reasons, if your product contains a fuel source (such as a lawn mower or gas cylinder), please ensure that it is empty of fuel or gas before returning it to store.

If your product cannot be easily returned to a BIG W store because of the nature of the fault or the size of the product, please contact us and we will arrange for the product to be assessed. If the product has suffered a major failure, BIG W will arrange to collect the product.

How Can You Return 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.

If the purchase was made online using Paypal, Giftcard or Credit/Debit Card

Products that you have purchased on bigw.com using Paypal, giftcard or debit/credit card can be returned either:

By Post Post the product to the address noted on the Returns Instructions leaflet in your parcel Exchange or refund
In Store Return the product to any one of our BIG W locations: https://www.bigw.com.au/store-finder Exchange or refund

If the purchase was made online using Afterpay

By Post Post the product to the address noted on the Returns Instructions leaflet in your parcel Exchange or refund
In Store Return the product to any one of our BIG W locations: https://www.bigw.com.au/store-finder Exchange only - Items which have been paid for with Afterpay can only be returned in store for a substitute product or BIG W returns card. If you would like a refund, you will need to return your product by post.

Purchases made on eBay

Items which have been purchased from BIG W on eBay can only be returned via post at the address noted on the Returns Instructions leaflet in your parcel.

Damaged or Incorrect Product Delivered

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

Your Privacy

When returning a product, you may be asked for information relevant to your return or to satisfy legislative requirements. If you do not provide this information, we may be unable to process your return. For example, you may be asked for your signature as authorisation of the return transaction and identification containing your full name. BIG W will record your name and form of identification provided, which may be accessed by BIG W for fraud protection purposes. BIG W will store and use your information in accordance with its privacy policy available at bigw.com.

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