August 22, 2019

Gone are the glory days when you could return items hassle-free to your favourite stores. In our modern era peppered with con-people, theft and dishonesty, it’s not a surprise that shops are becoming stricter with their returns policy. Big W has now joined in this trend with recent changes, making their refund policy more stringent.

From mid-August 2019, Big W has announced that it won’t be accepting any returns, refunds or exchanges without a receipt.

Even though I was never really aware of official policy, I always assumed that I would only get a direct refund if I produced a receipt. However, I have, in the past, taken back unwanted gifts to larger stores like Kmart and Big W, without a receipt, and received a store credit or gift voucher of the same value.

However, it looks like most stores have cracked down on any kind of returns or exchanges without proof of purchase.

No Receipt! No Return!

Big W has said in a statement:

“BIG W will happily give customers a refund or exchange within 90 days of purchase, provided they have a proof of purchase and the product is still in its original and saleable condition (and packaging with all accessories included has not been worn or used) and if a perishable product, is not expired.

There are no returns on a personalised item, digital download, pre-paid card, voucher or clearance items.”

However, all is not lost for those keen to return unwanted gifts and a Big W spokesperson have assured customers saying:

“In the case of returning a gift, we are working on a gift receipt solution for customers that will be introduced in the near future.”

Kmart’s official policy, also insists that an original receipt is presented for an exchange or return and only allows a 28-day return policy, while Big W’s policy is very generous, offering 90 days to change your mind.

Thumb’s Up

Most customers are supportive of this new policy, posting in a Big W facebook group saying:

“The policy before was any Big W brand item ie clothing could be returned and exchanged without a receipt. Instead of refunds, gift cards were issued for the value of the items. The reason this is being changed now is because of the amount of people who are grabbing clothes from the racks and claiming they don’t fit but don’t have a receipt so therefore they got a gift card for the value so then went and bought other stuff with that card, which is a loss to Big W. As someone who works in returns at Big W, I saw this happen literally multiple times a day.”

“Good about time !!” and “lol yep that will teach the lazy and dodgy buggers”

“I’m surprised they haven’t done this sooner. It ruins it for people who actually do the right thing though.”

“What’s the big deal? The ones making a fuss are probably the same ones that never keep a receipt and complain when they don’t get their own way”

Thumb’s Down

Other shoppers were a bit perturbed about this new rule:
“What if it is a gift and you need to swap it for a bigger size? That kind of sucks.”

Don’t Blame The Staff

Staff are sure to cop some flack about this so one concerned poster has reminded everyone:

“Just remember it’s not the staff’s fault, they do not make the rules just paid to do as they are told by their manager so when you are told that they can’t refund or exchange your unreceipted item/s there’s no use in throwing a temper tantrum at them!”

Are you supportive of this new policy? Tell us in the comments below.

More On Mouths of Mums

 

  • I always thought you needed a receipt to change or return an item.

    Reply

  • I mean you just need to keep your recipets now

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  • I’ve always returned with a receipt – I just assumed it was the normal thing to do.

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  • Receipts just seem like commonsense.

    Reply

  • I have always thought you needed a receipt to return something. I know sometimes it is a bit iffy but if you need a different size in a gift or have two maybe you could ask the person who gave it to you to exchange it

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  • I don’t think it is unreasonable to ask to have the receipt on you.

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  • it is hard for the store at times

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  • Absolutely. It’s due to those many people who rort the system of steal things and then return them for money that makes it harder for the honest amongst us. This is fair and reasonable.

    Reply

  • I’ve always thought you needed proof of purchase before any claim was recognised. In the case of receiving a gift that is the wrong size, get the person who bought it to take it back and get a store voucher for you so you can pick the right size.


    • Exactly! I always thought that without a proof of any purchase how could they just refund or return the products. Am quite satisfied with their new returns and exchange policy @BigW



      • Do people really return that many unwanted gifts?

    Reply

  • If you have paid for your purchase then you have no problem

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  • It’s not too unreasonable, to be honest.

    Reply

  • As someone who worked in retail, I know how frustrating it could be when someone didn’t have a receipt. I always keep my receipts and learnt to take a photo of the receipt with my phone and then email the photo to myself. Within my email I have a special folder just for receipts. Never lose anything.
    In saying that, I often receive gifts for my kids without receipts. I found it handy when it was something I knew my kids had doubles of, or had grown out of. I’ll just make sure I ask relatives to send receipts with the gifts too, just in a special envelope, so kids don’t see it.
    I wonder if they will stick to the policy at Christmas though? That’s usually the time when most people go to return items without receipts.

    Reply

  • i would never expect a refund without a receipt. If i need to exchange a gift or return it for what ever reason I normally ask the original gifter if they still have the receipt. Most times now when when get/receive gifts in our family we keep/give the receipt (especially if we send gifts out of the state to family) – I have no objection if i gift something and it’s not quite right for the recipient and they want to change it.

    Reply

  • I always give the receipt when returning item i have brought before.

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  • I completely agree that you need a receipt for a return but I don’t think you should need one for an exchange, especially baby and kids clothes, which are items that a lot of people give as gifts. I understand the reasoning behind it but I think they will loose business, especially around Christmas time. How long is it going to take to put through large Christmas shopping trolleys if you have to split them and pay separately per person so everyone gets a gift receipt? It might actually require them to have more than one checkout open at least.

    Reply

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