Big W

 cancellations – how to easily cancel your subscription or service

BIG W orders can’t usually be changed or cancelled once placed - online and in-store orders are processed immediately. If you need to cancel, your best option is the 90-day return policy after receiving the item.

Click & Collect orders are cancelled automatically if uncollected within 10 days, with a full refund issued.

Lay-by plans can be cancelled anytime before the final payment deadline, but a $20 cancellation fee applies. You’ll also lose the initial $3 service fee.

No ongoing subscriptions exist at BIG W. If you’re signed up to promotional emails, just unsubscribe from your account or the email footer. Easy and free.

• Online or In-store Orders: Contact BIG W immediately after purchase via:
  
  
  • Live Chat ("Chat with Dot") on their website
    
    
  • Customer Service line at 1300 244 999 (Mon–Fri, 9am–5pm AEST)
    
    
• Be prepared for the fact that cancellation might not be possible. If not, use the return policy after delivery.
  
  
• Lay-by Orders:
  
  
  • Online: Log into your BIG W account > My Lay-by > “Cancel Lay-by”.
    
    
  • In-store: Visit the service desk with photo ID and request cancellation.
    
    
  • Your payments will be refunded minus the $20 fee.
    
    

Email Subscriptions: Click “unsubscribe” in the email or update preferences in your account.

• Orders: Can’t be cancelled after checkout, they're processed immediately.
  
  
• Click & Collect: Pick up within 10 days or your order is auto-cancelled and refunded.
  
  
• Lay-bys: Must be paid in full and collected before the final due date (10 or 12 weeks). Missed deadlines = auto-cancel with a $20 fee.
  
  
• Buy Now, Pay Later: Refunds are passed on to Zip/Afterpay after your return is processed, but you may need to complete an instalment before the credit appears.
  
  

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• Lay-by Cancellations: $20 flat fee, plus you forfeit the $3 initial setup fee.
  
  
• BIG W-Cancelled Orders (e.g. due to stock issues): Full refund, no fees.
  
  
• Returns (Change-of-mind): No cancellation fee, but delivery costs are non-refundable.
  
  
• Email or loyalty unsubscribes: No cost at all.