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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.au 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 Product Returns Policy

Our products 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 products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

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

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

  • the original receipt (or a copy or photograph of the original receipt);
  • tax invoice
  • a credit card statement which clearly shows the purchase from BIG W; or
  • a 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 product at the time of return.

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 an 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 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

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.

 

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