Not sure if you can return your Big W purchase?
Can you return an item to Big W? Check eligibility first
BIG W allows returns in two main situations:
✅ Change of Mind – 90 Days
You can return or exchange most items within 90 days if:
- You have proof of purchase
- The item is unused, in original packaging, and resaleable
❌ Excluded from Change of Mind Returns
- Opened cosmetics, fragrances, or health products
- Opened hosiery, swimwear, underwear (except bras)
- Pierced jewellery, personalised items, digital downloads
- Opened electronics like ink cartridges
- Opened bedding, tents, or assembled furniture
- Gift cards, phone recharge vouchers, perishables
- Marketplace or clearance items
🛠 Faulty Products Always Returnable
Even excluded items can be returned if faulty, damaged, or misdescribed. This is your right under Australian Consumer Law.
📜 Proof of Purchase Required
Must be a receipt, order email, or Everyday Rewards account transaction. No proof = no return (unless otherwise authorised by staff).
How to return an item to Big W
🏬 In-Store
- Bring the item + proof of purchase to a BIG W store.
- Visit the customer service desk.
- Staff will inspect and refund/exchange on the spot to your original payment method.
📦 Online Orders – By Mail
- Use included prepaid return label (or request one).
- Pack item in original packaging.
- Post via AusPost (trackable shipping recommended).
- You pay return postage unless the item is faulty or misdelivered.
🏪 Online Orders – Return In-Store
- Drop your item at any BIG W store instead of mailing it.
- Faster and postage-free.
📞 Support Help
- Contact: 1300 244 999 (Mon–Fri, 9am–5pm AEST)
- Online chat: “Chat with Dot” on BIG W Contact Page
Big W return timeframes and item conditions
- Change of Mind: Must return within 90 days from purchase/delivery.
- Faulty Items: No fixed limit, but return within a “reasonable” timeframe under consumer law.
- Condition: Must be in original packaging, unused, complete with accessories. Opened or worn items generally rejected unless faulty.
- Proof Required: Receipt, online order ID, or loyalty account record. No receipt = no refund.
💡 Tip: Use an Everyday Rewards card at checkout to keep a digital record for easy returns.
Who pays for Big W return shipping?
- 🟢 In-Store: Always free.
- 🔴 Change of Mind by Mail: You pay return postage. Prepaid labels provided, but costs may be deducted from your refund.
- ✅ Faulty/Incorrect Items: BIG W covers return postage. Contact support for a prepaid label.
🛍 Marketplace Returns: Return directly to the seller. Costs depend on seller’s terms. Not accepted in-store.
Big W refunds after a return - how and when you’ll get your money back
- 💳 Original Payment Method: Card → same card, PayPal → PayPal, Gift Card → new gift card.
- 💸 Refund Amount: Full product price. Shipping refunded only if item was faulty or incorrect.
- ⏱ Processing Time:
- In-store: Instant (though bank may delay 1–5 days).
- By Mail: Refund issued after item is received and checked (can take 5–10 business days).
- In-store: Instant (though bank may delay 1–5 days).
- 📩 Confirmation: Receipt or email sent once refund is processed.
🔁 Exchanges:
Handled same as returns. Pay the difference if upgrading, get refunded if swapping to a cheaper item.
Big W cases submitted through Ajust
I ordered a TV from Big W for our van but it turned out too large. I tried to return it, but was told I couldn’t because I’d plugged it in-even though it was in perfect condition. I just wanted to swap it for a smaller one and was left feeling really let down. - Graham
I bought a bedspread that didn’t match the design on the packaging. When I tried to return it, staff refused-even though it wasn’t as described. It felt like my rights were ignored, and it made me lose trust in Big W. - Sandra
I asked to exchange three pairs of unopened underwear I’d just bought, but was told about a policy I’d never seen. I think customers should be made aware of return restrictions before they buy, not after. - Jack
I bought a dress on clearance and later found it was too big. When I went back, they refused a refund-even though I had the tags and receipt. The policy wasn’t clearly shown, and it felt unfair. - Glenda
Customer experiences with Big W returns
☕ “Used Item Refund – No Drama”
Returned a coffee machine that “just didn’t taste right”. BIG W accepted it as faulty and refunded on the spot.
🎄 “Holiday Refund Delay”
One customer waited nearly two weeks for a refund post-Christmas. Lesson: return early during peak periods, and keep your case number for follow-up.
👕 “No Receipt? No Return.”
Tried to return kids’ clothes without proof. BIG W declined, even for a size swap. Always keep or ask for a receipt!
Official Big W Returns Resources & Links
- Returns Policy
- Store Finder
- Customer Care & Chat
- Phone: 1300 244 999
Big W Return FAQs
Can I return an item to Big W without a receipt?
No, Big W generally won’t accept returns without proof of purchase. You need a receipt, order confirmation, or Everyday Rewards account record. Without one, staff aren’t required to process the return-unless it’s an authorised exception or the item is faulty. Always keep your receipt or use your loyalty account to track purchases for hassle-free returns.
What items are excluded from Big W’s change-of-mind return policy?
Items like opened cosmetics, pierced jewellery, underwear, and personalised products can't be returned unless faulty. This also includes digital downloads, used bedding, tents, or any assembled furniture. If you're unsure, check Big W’s exclusions before opening or using the product-otherwise, it may be ineligible even within the 90-day window.
Who pays for return shipping to Big W?
For change-of-mind returns by mail, you pay the return postage-even if a prepaid label is supplied. However, if the item is faulty or not as described, Big W covers all return costs. To avoid shipping fees, return online purchases in-store where it’s always free and faster.
How long does it take to get a refund from Big W?
In-store refunds are usually processed instantly, but banks may delay funds by 1-5 days. For mail returns, allow 5-10 business days after the item is received and checked. Refunds go back to your original payment method, and shipping costs are only refunded if the item was faulty or misdelivered.
Every day you wait, your refund gets harder.
Don’t let the return window close. Let’s check if you’re still covered.