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Refund & Return Policy

I would like to return my order, how can I do this?

BIG W Photos internet service (“Service”) provided to you by FUJIFILM Australia Pty Ltd, ABN 80 000 064 433 of 114 Old Pittwater Road, Brookvale, New South Wales, Australia, (02) 9466 2600 has the following Photo Gifts Returns and Refunds Policy for prints and other photo gift products. This Photo Gifts Returns and Refunds Policy gives you specific legal rights.

If for any reason you are not satisfied with the quality of our prints and other photo gift products, you should contact our Support Team within 30 days of placing your order on 1300 614 359 or via the Contact Form

Please ensure you refer to your Order Number so that we can assist you.

Once you have contacted us and we have identified the cause of the problem, we will let you know the options available. Where the problem has occurred in the production of your order we will arrange to either replace the product free of charge or refund the price to you. Please note that in some circumstances you may be required to return the item to us, at our expense, using our Reply Paid address so that we can assess the item before we agree to a replacement or refund.

This Photo Gifts Returns and Refunds Policy does not apply in the following circumstances:

  • where the actual colours or tones on prints and other photo gifts differ to the colours and tones displayed on your monitor (unless this is due to fault on the part of FUJIFILM Australia Pty Ltd or its agents and contractors and suppliers in connection with the production of your order); or
  • where poor quality prints and other photo gift products are produced due to: your decision to use a low resolution or poor quality image; errors in spelling, punctuation or accuracy of any text entered by you; poor placement of images, text or embellishments by you; poor border selection, cropping of images or formatting of images by you; or errors that you have made in selecting the size or type of product (for example you have selected matte finish for digital prints when you had actually wanted gloss prints).

If you wish to claim under this Photo Gifts Returns and Refunds Policy you must contact us within 30 days of placing your order.

We recommend you carefully preview the items to be ordered by you and the choices made by you for their production before ordering, and ensure you are satisfied before adding them to your Shopping Cart. A tick box will prompt you to confirm this at the time you place your items into your shopping cart.

Please note that generally we cannot cancel or make any changes to orders once you have proceeded through the payment checkout.

Your Statutory Rights

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

The benefits to you under this Photo Gifts Returns and Refunds Policy are in addition to and do not limit your rights and remedies under the Australian Consumer Law and other laws.

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