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90 Day Change of Mind Returns Policy

Subject to the exclusions described below, BIG W gives you 90 days to return a product that you’ve changed your mind on. This policy is in addition to your rights under the Australian Consumer Law, which are described in our Faulty Goods Returns Policy.

Returns within 90 days

BIG W will happily give you a refund or exchange within 90 days of purchase, provided you have proof of purchase and the product:

• is not an Excluded Product described in the list below;

• is still in its original and saleable condition and packaging, with all accessories included; and

• has not been worn or used and, if a perishable product, is not expired.

Eligible returns can be processed at any BIG W store, including online orders. Refunds will only be made using the original payment method stated on your proof of purchase. Please note that delivery fees paid for online orders are non-refundable for change of mind returns.

Excluded Products

Products excluded from BIG W’s 90 day Change of Mind Returns Policy (“Excluded Products”) include:

• 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; and

• Food items;

• Any item that is personalised, digital downloads, pre-paid card, voucher;

• Clearance items

Returns of faulty products

If the problem is major, you are entitled to a replacement, repair or refund. Examples of major failure are when the product:

• has a problem that would have stopped you buying it had you known about it;

• is unsafe;

• is significantly different from the description of the product; or

• doesn’t do what we said it would do,

but does not include damage caused by misuse or returns simply due to change of mind.

If the problem is not major, we may choose to give you a free repair instead of a replacement or refund if this is possible.

If we cannot repair the product within a reasonable time, you can choose a refund or replacement. We reserve the right to refuse to provide a refund, repair or replacement if the problem has, for instance, arisen because the product was misused by the customer.

Proof of purchase

Returns must be accompanied by a receipt or other itemised, verifiable proof of purchase such as a Everyday Rewards statement. In certain circumstances, you may be required to provide further information such as photo identification for loss prevention or legislative requirements. Information collected in this manner will be stored securely in accordance with BIG W’s Privacy Policy. BIG W retains the right to refuse a refund for unverified purchases.

Remember to backup your data

If you need to return a product that contains user-generated data (such as cameras, mobile phones or storage drives), please remember to backup any data in an alternative location as the repair or replacement may result in loss of data.

Manufacturer’s warranties

Some products come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant products. Should you wish to make any claim under a manufacturer’s warranty, you can do so directly with the relevant manufacturer. However, our friendly customer service team can also assist you with any enquiry of this nature.

Returning products to BIG W

If your purchase was made at a BIG W store, please approach the customer courtesy desk at your local BIG W store to process your product return or exchange. To find your nearest BIG W store, click here.

Products that you have purchased can be returned either:

By Post 1. Place the product/s in the packaging and affix Returns Label
2.Take it to your local Post Offce to be returned (fees will apply) In Store Return the product/s to any one of our BIG W stores

Damaged or incorrect product delivered

If your order is damaged in transit or we have shipped the incorrect product, please contact us straight away with your order number and further details about the issue and we will investigate this for you.

Customer Care

We are committed to providing the best customer satisfaction and customer care. Please contact us should you have any queries regarding your rights under Australian Consumer Law.

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