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At BIG W, we want our customers to have confidence that we do the right thing when they shop with us. In Australia, products and services come with automatic guarantees that they will work and meet your reasonable expectations. These Australian Consumer Law guarantees include that products will:

Be safe and not faulty Last for a reasonable period of time (taking into account what would normally be expected for the type of product and price) Do all the things you would normally expect them to do

Minor faults: If a product has a minor fault, for example because a repairable component is not working as it should, we will:

  1. repair the product for free;
  2. replace the product; or
  3. give you a refund.

If we don’t do one of these three things within a reasonable period of time, you are entitled to a refund and in some cases, may also be entitled to compensation.

Major faults: If the problem cannot be fixed, you can choose a replacement or a refund. You may also be entitled to compensation. Major faults include products which:

Are unsafe Have problems that would have stopped you buying the products had you known about them Are significantly different from their description and/or don’t do what we said they would do

Similar guarantees apply to services such as BIG W’s in-store photo and online delivery services.

For more information, including how to tell us about a faulty product or service, please read our Faulty Products Return Policy.

If you have simply changed your mind, please read our 90 Day Change of Mind Policy.

For all other product queries our Customer Experience Team will be happy to help.