Still waiting on a Big W refund?
Can you get a refund from Big W? Check eligibility first
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.
How to get a refund from Big W
🏬 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
- Initiate via your Big W account or “Track My Order” page
🔧 Need Help?
- Chat: Use “Chat with Dot” on Contact Page
- Call: 1300 244 999 (Big W) or 1800 577 093 (Big W Market)
- Online: Returns & Help Centre
Big W’s refund timeframe - how long it takes
- 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.
Big W’s refund methods - how you'll get your money back
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.
Common refund issues with Big W
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.
Big W cases submitted through Ajust
My refund never came through even though I cancelled my click & collect order. Then I got an email saying it had been collected, when I definitely hadn’t picked it up. Now I’m chasing a refund I was told would already be processed. - Irene
I ordered an Xbox for same-day collection and paid $749. When I arrived, they said my order was held and the item was sold to someone else. Now I’m out of pocket, waiting on a refund that’s taking too long. If I knew this would happen, I’d have bought it elsewhere. - Henry
I purchased a mat online, not realising it was from Marketplace. When I took it to a Big W store, they said I couldn’t return it in store and I’ve been chasing an address to send it to ever since. There’s been no clear direction and I still can’t return it. - Jenny
I bought a clearance item but was denied a refund, even though there was no signage or warning about a no-returns policy. The store staff argued with me and treated me like I was in the wrong. It was upsetting and felt unfair. -Rosemary
Customer experiences with Big W refund cases
✅ Success Story – Faulty Fan Heater
Returned without box or receipt and refunded immediately in-store. The reason? It was clearly faulty. Big W prioritises fairness when the product is broken.
⚠️ Size Exchange Denied – No Proof
Tried to swap baby clothes without a receipt – refund denied. Even with tags still attached, no proof meant no exchange.
🔁 Cancelled Online Order – Timely Refund
Refund hit the shopper’s account 4 days after Big W emailed about an out-of-stock item. The system worked exactly as promised.
How Big W Refund Policy Compares to Competitors
Official Big W Refund Resources & Links
Big W Refund FAQs
What items can’t be refunded at Big W, even with a receipt?
Big W won’t refund opened cosmetics, worn underwear, gift cards, printer ink, food, or clearance items. Even if you have proof of purchase, these product types are non-refundable unless faulty. Always check product eligibility before buying if you think you might return it later.
Can I still get a refund from Big W without the receipt?
No, Big W requires proof of purchase for refunds-but digital receipts or Everyday Rewards history may help. If you can’t find your paper receipt, log into your account or app to retrieve a record. Without any proof, refunds are generally denied-even for unused items.
How long does a Big W refund take for online orders?
Online refunds from Big W take 2-5 business days after your return is received, but weekends or payment providers can cause delays. Returns paid by PayPal or Afterpay may take up to 7 business days. For the fastest outcome, return in-store if possible.
What if my Big W item is faulty after 90 days?
You can still get a refund from Big W after 90 days if the item is faulty or not as described under Australian Consumer Law. Refund rights don’t expire if the product is defective, unsafe, or misrepresented-so speak up and cite your consumer rights when needed.
You deserve your money back, don’t let it slip away.
Take two minutes to file a formal
Big W
refund request that gets seen.