BIG W Return Policy: 90-Day Change of Mind, Faulty Goods & Market Returns

Shopping at BIG W and want to know what happens if you change your mind or something turns out to be faulty? BIG W has a generous 90-day change-of-mind policy for most items, plus a separate process for faulty goods, and special rules for BIG W Market and Trusted Partner products.

Key Points at a Glance

• Change of mind: Up to 90 days from purchase for most items bought from BIG W (store or online).
• Conditions: You need proof of purchase, and the item must be unused, in original packaging, and not on the excluded list.
• Refund method: Refunds go back to the original payment method; delivery fees for online orders are not refunded for change of mind.
• Excluded products: Certain items (like underwear, swimwear, cosmetics with broken seals, food, gift cards, clearance items and marketplace products) are not covered by the 90-day change-of-mind policy.
• Faulty products: Covered under the Faulty Product Returns Policy and Australian Consumer Law – you may be entitled to repair, replacement or refund.
• Where to return: BIG W store purchases and most online orders can be returned to any BIG W store. Online orders (excluding Market) can also be returned by post.
• BIG W Market & Trusted Partner: Marketplace and Trusted Partner items follow the seller’s own returns policy; they usually cannot be returned in store.

BIG W 90-Day Change of Mind Returns Policy

BIG W’s standard policy gives you 90 days from the date of purchase to return most items if you simply change your mind. This is on top of your rights under Australian Consumer Law.

When a Change-of-Mind Return Is Accepted

Within 90 days, BIG W will usually refund or exchange your item if:

• You can provide proof of purchase (receipt, tax invoice, Everyday Rewards statement, etc.).
• The product is not on the Excluded Products list (see further below).
• The product is still in its original and saleable condition:
  • Original packaging intact.
  • All accessories, parts and manuals included.
  • No signs of wear or use.
• If it’s a perishable product, it is not expired.

Eligible change-of-mind returns can be processed at any BIG W store, including items purchased on bigw.com.au (as long as they’re not BIG W Market, MyDeal or Everyday Market items – those follow separate rules).

Refund Method for Change-of-Mind Returns

• Refunds are made using the same payment method shown on your proof of purchase (for example, the same card).
• For online orders:
  • Refunds go back through the online payment system to your original card/payment service.
  • Delivery fees are not refunded for change-of-mind returns.
• If you used buy now, pay later (such as Afterpay), follow the return instructions in your parcel. BIG W will process the return, and your BNPL provider will adjust your payments.

For lay-by purchases, BIG W refers you to their separate Lay-by Policy, which sets out how change-of-mind returns and any fees work for lay-bys.

Excluded Products: What You Can’t Return for Change of Mind

Certain products are specifically excluded from the 90-day change-of-mind policy. You can still return these if they are faulty, but not just because you changed your mind.

BIG W’s Excluded Products List

• Cosmetics (if the hygiene seal is broken).
• Beauty products.
• Fragrances.
• Hosiery.
• Underwear (excluding bras).
• Swimwear.
• Pierced jewellery.
• Printer cartridges.
• Personalised printed material.
• Bedding and accessories where the seal and/or packaging is opened.
• Tents where the bag has been opened or components have been used.
• Trampolines and furniture where the product has been opened or components have been used or assembled.
• Gift cards, phone recharge or third party gift cards.
• Food items.
• Any item that is personalised, plus digital downloads, pre-paid cards and vouchers.
• Clearance items.
• Products purchased from:
  • BIG W Market,
  • MyDeal,
  • Everyday Market,
  • Everyday Rewards Shop, and
  • eBay (when sold through those channels).

The exclusions above only apply to change-of-mind returns. If any of these products are faulty, damaged or not as described, you still have rights under the Faulty Product Returns Policy and Australian Consumer Law.

Faulty Product Returns Policy & Australian Consumer Law

BIG W’s faulty product policy mirrors the Australian Consumer Law (ACL). Your goods come with guarantees that cannot be excluded.

Major vs Minor Problems

• If a problem is major, you are entitled to choose a:
  • Refund, or
  • Replacement.
• A problem is usually considered major if the product:
  • Has an issue that would have stopped you buying it if you’d known beforehand.
  • Is unsafe.
  • Is significantly different from its description.
  • Doesn’t do what BIG W said it would do.
• If the problem is not major:
  • BIG W may first offer a free repair (if suitable).
  • If it cannot be repaired within a reasonable time, you can then choose a refund or replacement.
• BIG W can refuse a remedy if the problem is due to misuse (for example, damage caused by not following instructions).

How to Return Faulty Products

• Take the product and your proof of purchase to the customer courtesy desk at any BIG W store.
• For online purchases (not BIG W Market):
  • You can return in store, or
  • Contact customer care for help with next steps.
• If the product was damaged in transit or you received the wrong item, call BIG W on 1300 244 999 as soon as possible.

For items that store data (like cameras, phones or storage drives), BIG W recommends backing up your data before returning the product, as repair or replacement may cause data loss.

Manufacturer Warranties

Some products also come with a separate manufacturer’s warranty. You can claim directly with the manufacturer if you wish, but BIG W’s customer service team can help you with warranty enquiries as well.

Proof of Purchase Requirements

For returns and refunds, BIG W expects an itemised, verifiable proof of purchase, such as:

• A store receipt.
• An online tax invoice or order confirmation.
• An Everyday Rewards statement that clearly shows the transaction.

In some cases, BIG W may also ask for photo identification to meet loss-prevention or legal requirements. They keep this information in line with their Privacy Policy. BIG W reserves the right to refuse refunds for purchases they can’t verify.

How to Return BIG W Purchases

Items Bought in a BIG W Store

• Take the product, in its packaging, to the customer courtesy desk at any BIG W store.
• Bring your receipt or other proof of purchase.
• Staff will assess whether:
  • It qualifies for a 90-day change-of-mind return, or
  • It falls under the faulty product policy.

Items Bought on bigw.com.au (Not BIG W Market)

For online orders sold by BIG W (excluding BIG W Market and other partner platforms), you have two main choices:

1. Return In Store

• Take the product (and packaging) to any BIG W store.
• Bring your online invoice or order confirmation as proof of purchase.
• The store team can process:
  • Change-of-mind returns (if eligible), or
  • Faulty product returns under ACL.

2. Return by Post

• Place the product(s) back into their packaging.
• Attach the Returns Label provided with your order or downloaded from your account.
• Take the parcel to your local Post Office to send back to BIG W.
• Fees applyfor postal returns:
  • For change-of-mind returns, you generally pay the return postage yourself.
  • For faulty items, contact BIG W first – in many cases they will assist with reasonable return costs.

BIG W Market & Trusted Partner Returns

BIG W Market Products

BIG W Market is the marketplace section on bigw.com.au, where third-party sellers (BIG W Market Sellers) ship products directly to you.

• The 90-day BIG W change-of-mind policy does not apply to BIG W Market items.
• Change-of-mind returns are offered at the seller’s discretion only, on a case-by-case basis.
• To check what’s allowed, go to the product page and click on “BIG W Market Seller” to read that seller’s returns policy.
• If a change-of-mind return is allowed:
  • You must follow the seller’s own process for returns.
  • Items sent back without the seller’s approval will not be eligible for a refund.
• For faulty or damaged BIG W Market items:
  • Log in to My Account > My Orders > Damaged items, or
  • Use the “Wrong item received” option if the product isn’t what you ordered.
• BIG W Market items cannot be returned in store; store staff can’t process these refunds.

Trusted Partner Products

Trusted Partners are drop-ship vendors whose items are sold on bigw.com.au and shipped directly from the partner.

• The Trusted Partner manages:
  • Shipping and handling.
  • Change-of-mind exchanges and returns.
• For change of mind:
  • Contact the Trusted Partner using the details on the product’s Delivery & Returns tab, or
  • Contact BIG W customer care, who can help you reach the partner.
• For faulty products:
  • Contact BIG W with your order number so they can assist under the Faulty Returns process.

Quick BIG W Returns FAQ (Australia)

• How long do I have for a change-of-mind return at BIG W?
  You have up to 90 days from purchase to return most BIG W items (store or online) for change of mind, as long as you have proof of purchase, the product is unused, in saleable condition, and not on the excluded list.
• Are delivery fees refunded?
  No. For change-of-mind returns, BIG W does not refund delivery fees paid on online orders. For faulty goods, reasonable delivery and return costs may be covered under Australian Consumer Law.
• Can I return BIG W Market items to a store?
  No. BIG W Market items are sold by third-party sellers and cannot be returned in store. Change-of-mind returns depend on the individual seller’s policy and must be arranged through your online account.
• What if my product is faulty?
  If an item is faulty, damaged or not as described, BIG W will help under its Faulty Product Returns Policy and Australian Consumer Law. You may be entitled to repair, replacement or refund, depending on whether the fault is major or minor.
• Do I always need a receipt?
  BIG W expects proof of purchase for returns. In some cases they may accept other evidence (like an Everyday Rewards statement), but they can refuse a refund for purchases they cannot verify.
• Can I return clearance items if I change my mind?
  No. Clearance items are excluded from the 90-day change-of-mind policy. They can only be returned if they’re faulty and covered by ACL.

Summary

BIG W’s Australian returns setup is generous for standard purchases: a 90-day change-of-mind period, clear conditions about packaging and proof of purchase, and strong support for faulty goods under Australian Consumer Law. Marketplace and Trusted Partner items use their own rules, and hygiene-sensitive and clearance items sit outside the change-of-mind policy. Keep your receipts, hold onto packaging until you’re sure you’re keeping the product, and use the customer courtesy desk or your online account to start any return – that keeps the process simple and smooth.