Big W

 returns policy – how to return items easily

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).

‍

🏬 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

• 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.

• 🟢 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.

• 💳 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).
    
    
• 📩 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.