Big W

refund policy – how to claim your money back

Big W offers refunds for most items within 90 days, as long as you:

• Have proof of purchase (receipt, email, Everyday Rewards record)
  
  
• Return the item unused, in original packaging, and in a resaleable condition
  
  
• Are not returning an excluded item

❌ Items not eligible for refund:

• Opened cosmetics or hygiene products (e.g. lipsticks, shampoo)
  
  
• Worn underwear/swimwear (except bras)
  
  
• Gift cards, recharge cards, and downloadable content
  
  
• Opened printer ink, food, clearance items, Big W Market purchases
  
  

🧠 If your item is faulty or not as described, you're entitled to a refund even after 90 days under Australian Consumer Law.

🏬 In-Store:

• Bring the item and proof of purchase to any Big W store
  
  
• Go to the service desk – staff will inspect and refund on the spot
  
  
• The refund will be issued to your original payment method
  
  

💻 Online Orders:

• Option 1: Return to store (fastest)
  
  
• Option 2: Mail it back
  
  • Initiate via your Big W account or “Track My Order” page
    
    
  • Print prepaid label (if eligible)
    
    
  • Post via Australia Post
    
    
  • Return postage is only refunded if the item was faulty
    
    

🔧 Need Help?

• Chat: Use “Chat with Dot” on Contact Page
  
  
• Call: 1300 244 999 (Big W) or 1800 577 093 (Big W Market)
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• Online: Returns & Help Centre
  

• In-Store Refunds: Often instant for EFTPOS or cash (card may take 3–5 days to show)
  
  
• Online Returns: Processed 2–5 business days after receiving your item
  
  
• Gift Cards/Store Credit: Usually reloaded or reissued instantly
  
  

📌 Weekends, public holidays, or third-party processing (Afterpay, PayPal) can delay the timeline slightly. Most refunds are completed within 7 business days.

Refunds go back to the original payment method:

• 💳 Credit/Debit Card → same card
  
  
• 🅿️ PayPal → PayPal account
  
  
• 🛍 Gift Card → reloaded or new voucher
  
  
• 🔁 Afterpay/Zip → adjusted through the platform
  
  
• 🔁 Store Credit → offered if you prefer an exchange
  
  

🛑 Cash refunds won’t be given for card purchases, and original shipping fees are not refunded for change-of-mind returns.

Top refund pitfalls to avoid:

• ❌ No receipt = no refund (digital receipts or Everyday Rewards may save the day)
  
  
• ❌ Item outside 90-day window (unless faulty)
  
  
• ❌ Product is opened, used, or missing parts (only eligible if faulty)
  
  
• ❌ Returning excluded items (beauty, underwear, digital goods)
  
  
• ❌ Shipping refund misunderstandings – Big W won’t return delivery costs unless they’re at fault
  
  
• ❌ Returning Big W Market items to stores – they must be returned via the seller, not Big W
  
  

💡 Tip: Scan or snap your receipts, and double-check return terms before purchase if you're unsure.

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