Bought something from

Big W

that broke too soon?

BIG W provides comprehensive warranty protection for all products it sells, backed by Australian Consumer Law (ACL) and its own customer-first policies.

✅ Fault & Defect Coverage:
If a product is faulty, unsafe, damaged, or not as described, BIG W will offer a repair, replacement, or refund, depending on the situation.

• Major faults: You choose a refund or replacement.
  
  
• Minor faults: BIG W will offer a repair or exchange, or refund if repair isn’t practical.
  
  
• Durability guarantee: Products must last a “reasonable time” given their price and purpose; if they don’t, you’re entitled to a remedy.
  
  

✅ Change of Mind Guarantee:
BIG W also offers a 90-Day Change of Mind policy on most items.
You can return unused products in original packaging with proof of purchase for a refund or exchange.

✅ Manufacturer Warranties:
Many electronics and appliances sold at BIG W come with 12-month (or longer) manufacturer warranties. BIG W will help you lodge these claims if needed, or handle it directly in-store.

💬 Example:
If your kettle stops working after two months, or a toy doesn’t function out of the box, BIG W will refund or replace it immediately.

BIG W’s warranty claim process is designed to be simple, transparent, and stress-free.

🏪 In-store (recommended for fastest results):

1. Bring the product and your proof of purchase (receipt, e-receipt, Everyday Rewards record, or bank statement).
   
   
2. Visit the Customer Service Desk at any BIG W store.
   
   
3. Explain the issue - whether it’s faulty, incorrect, or a change-of-mind return.
   
   
4. BIG W staff will inspect and process it immediately.
   
   
   • Faulty product: Repaired, exchanged, or refunded on the spot.
     
     
   • Change of mind: Refund/exchange issued if item is unopened and re-saleable.
     
     

💬 Tip: Refunds go back to the original payment method (card, Afterpay, etc.).

💻 Online purchases:

1. Start your return online: Log in to your BIG W account → My Orders → select “Return” or “Report a Problem.”
   
   
2. Pack securely: Use original packaging with all parts and manuals.
   
   
3. Use a return label:
   
   
   • For faulty items → BIG W covers return postage.
     
     
   • For change-of-mind returns → customer pays postage.
     
     
4. Drop at Australia Post or use courier pickup (for bulky items).
   
   
5. Receive confirmation: Once received, refunds are processed within a few days.
   
   

📦 Marketplace or Partner orders:

• Initiate return via your online account.
  
  
• BIG W coordinates with the Marketplace seller on your behalf.
  
  
• Faulty products are covered under ACL, but change-of-mind returns vary by seller policy.
  
  

☎️ Customer Service:
Can’t get to a store or have a marketplace query? Contact BIG W Support:
📞 1300 244 999 or use the Contact Form.

While BIG W’s policies are generous, certain exclusions apply:

🚫 Hygiene & Personal Items:
No change-of-mind returns on:

• Cosmetics or skincare (if unsealed).
  
  
• Perfumes, deodorants, and similar items.
  
  
• Hosiery, underwear (except bras), swimwear (if worn).
  
  

🚫 Furniture, Bedding, & Large Items:
If opened or assembled, these items can’t be returned for change-of-mind.
(They’re covered for faults only.)

🚫 Gift Cards, Digital Content, or Prepaid Items:
No refunds once purchased unless faulty or legally required.

🚫 Food, Groceries, & Perishables:
Not eligible for change-of-mind returns. Faulty or expired items are covered.

🚫 Marketplace or Third-Party Sellers:
BIG W’s 90-day return policy doesn’t apply automatically.
Each seller sets their own return window. BIG W will help coordinate faulty item claims under ACL.

🚫 Clearance & Final Sale:
May be excluded from change-of-mind returns, but still covered for defects.

🚫 Customer misuse or damage:
Products damaged due to misuse, neglect, or modification aren’t covered.

🚫 Proof of purchase required:
Without a receipt or transaction record, returns can be refused.

💬 Summary:
BIG W always covers genuine product faults, but excludes opened hygiene products, perishable goods, and change-of-mind returns beyond 90 days.

To make your warranty claim quick and easy, ensure you bring or upload the following:

📜 Proof of Purchase (essential):

• Original store receipt or tax invoice.
  
  
• Online order confirmation or e-receipt.
  
  
• Everyday Rewards history or card statement showing “BIG W.”
  
  
• Gift receipt (for presents).
  
  

🪪 Photo ID:
Sometimes requested for refunds on high-value or no-receipt returns.

📦 Original packaging & accessories:
Especially required for change-of-mind returns. Include all manuals, parts, and accessories.

📸 Photos (for online returns):
Take photos of the item, packaging, and shipping label if:

• The item arrived damaged.
  
  
• The wrong product was sent.
  
  

📝 Return authorisation or reference number:
Include any email or case reference from BIG W Customer Care with your return.

💬 Tip: Keep your receipts digitally (snap a photo or email it to yourself). Without proof of purchase, staff can’t process your claim.

BIG W aims for fast, transparent resolutions.

⏱ In-store claims:

• Resolved on the spot.
  
  
• Refunds processed immediately (bank refund takes 1–3 business days).
  
  
• Exchanges done same visit.
  
  

📦 Online returns:

• Shipping time: 1–5 business days to reach BIG W’s returns centre.
  
  
• Processing: 2–5 business days after receipt.
  
  
• Refund: Typically visible in 5–10 business days total.
  
  

🔧 Repairs:

• Some items (like electronics) may require assessment by a service partner.
  
  
• Repairs usually completed in 2–4 weeks.
  
  
• If repair takes “too long,” BIG W will offer a refund or replacement under ACL.
  
  

💬 Communication:
BIG W emails you at every step (return label, receipt confirmation, refund processed).

If you don’t receive updates within a week, call 1300 244 999 for status updates.

Average resolution time:

• In-store: same day.
  
  
• Online: about a week.
  
  
• Repairs: up to 4 weeks.