BIG SAVE DELIVERY, RETURNS AND REFUNDS POLICY

1. INTRODUCTION

1. At Big Save, we aim to provide a convenient, reliable and customer-friendly shopping experience. This Delivery, Returns and Refunds Policy explains how deliveries, collections, returns, exchanges and refunds are handled for Products purchased from Big Save through our stores, Website, Big Save App and other authorised sales channels.
2. This Policy should be read together with the Big Save Standard Terms and Conditions of Sale, the Big Save Digital Platform Terms and Conditions and the Big Save Privacy Notice.
3. Nothing in this Policy limits any rights that Consumers may have under applicable consumer protection legislation.

2. DELIVERY OPTIONS

1. Big Save may offer delivery, collection, click-and-collect, call-and-collect or other fulfilment options depending on your location, the Products ordered and operational requirements.
2. Available delivery options, estimated delivery times and applicable delivery charges will be communicated during the ordering process where applicable.
3. Delivery times are estimates only and may be affected by third parties, suppliers, stock availability, traffic conditions, weather, supplier delays, operational requirements, public holidays and other circumstances beyond our reasonable control.
4. Big Save may deliver Products using its own delivery fleet, employees, contractors, courier services or other authorised logistics providers.
5. Deliveries will generally be made during normal business hours unless otherwise communicated.

3. DELIVERY REQUIREMENTS

1. Customers must provide accurate delivery information, including the correct delivery address, contact number and any special delivery instructions.
2. An authorised person must be available to receive and inspect the delivery.
3. Big Save may require proof of identity, proof of age, proof of authority or other verification before releasing certain Products.
4. Additional delivery charges may apply where:
   1. incorrect delivery information was provided;
   2. delivery cannot be completed due to circumstances attributable to the Customer;
   3. re-delivery is required; or
   4. special delivery arrangements are requested

4. COLLECTION ORDERS

1. Where Products are purchased on a collection basis, Customers must collect their Products from the designated collection point communicated by Big Save.
2. Customers should collect their Products within the collection period communicated by Big Save.
3. Big Save may require proof of purchase, proof of identity or proof of authority before releasing Products.
4. Products not collected within a reasonable period may be cancelled, restocked or become subject to storage or administration charges.

5. RECEIVING YOUR ORDER

1. Customers should inspect Products immediately upon delivery or collection.
2. Please check:
   1. quantities received;
   2. visible damage;
   3. product descriptions and variants;
   4. substitutions;
   5. expiry dates where applicable; and
   6. any obvious defects or discrepancies.
3. Any shortages, incorrect items, visible damage or other discrepancies apparent on delivery or collection should be reported to Big Save within 7 (seven) days after delivery or collection, unless specifically stated otherwise below. 
4. Failure to notify Big Save within the 7 (seven) day period contemplated in clause 5.3 shall not limit any rights available to the Customer under Applicable Laws.
5. Where reasonably possible, such discrepancies should be recorded on the delivery documentation before acceptance.

6. MISSING, INCORRECT OR DAMAGED ITEMS

1. If you receive an incorrect Product, discover that a Product is missing, or receive a Product that is visibly damaged on delivery or collection, please notify Big Save within 7 (seven) days after delivery or collection. 
2. Failure to notify Big Save within this period shall not limit any rights available to the Customer under Applicable Laws.
3. Big Save may investigate the matter and may request photographs, delivery information, proof of purchase or other supporting information.
4. Subject to verification, Big Save may:
   1. replace the Product;
   2. collect the Product;
   3. issue a credit;
   4. issue a refund; or
   5. provide another appropriate remedy.
5. Customers should retain the Product and its packaging pending resolution of the matter where reasonably possible

7. DEFECTIVE PRODUCTS

1. If a Product develops a defect, fails to perform as reasonably expected, or does not meet the standards of quality contemplated by applicable consumer protection legislation, please notify Big Save as soon as reasonably possible.
2. Depending on the nature of the Product and the issue reported, Big Save may request:
   1. proof of purchase;
   2. photographs of the Product;
   3. supporting information regarding the defect; or
   4. return of the Product for inspection, testing or assessment.
3. Certain Products may require technical assessment by the manufacturer, supplier, authorised service centre or other qualified party before a refund, replacement or repair can be approved.
4. Subject to applicable laws and verification of the defect, Big Save may:
   1. repair the Product;
   2. replace the Product;
   3. issue a credit; or
   4. refund the purchase price.
5. The remedies available may depend on the nature of the Product, the defect identified, the period since purchase and applicable legal requirements.
6. This section does not apply where the defect arises from misuse, abuse, negligence, improper storage, accidental damage, unauthorised alterations or failure to follow instructions, except where applicable laws provide otherwise.

8. GROCERY AND PERISHABLE PRODUCTS

1. If you are dissatisfied with the quality of fresh produce, bakery items, chilled Products, frozen Products, prepared foods or other perishable Products, please contact Big Save immediately after purchase or delivery.
2. Customers may be requested to provide photographs, proof of purchase, packaging information or the Product itself where reasonably possible.
3. Due to food safety requirements, certain perishable Products may not be eligible for return where:
   1. the Product has been substantially consumed;
   2. the Product has not been stored correctly after delivery;
   3. the Product is beyond its expiry date; or
   4. return would create a food safety risk.
4. Big Save may, subject to verification, replace the Product, issue a credit or provide a refund where appropriate.

9. LIQUOR PRODUCTS

1. Customers should inspect liquor Products immediately upon delivery or collection.
2. Any shortages, incorrect Products, damaged packaging, broken seals or damaged bottles apparent on delivery or collection should be reported to Big Save within 48 hours after delivery or collection. 
3. Failure to notify Big Save within this period shall not limit any rights available to the Customer under Applicable Laws.
4. Due to licensing, health, safety and regulatory requirements, liquor Products may not be returned merely because a Customer has changed their mind after delivery or collection, unless applicable laws provide otherwise.
5. Defective, damaged or incorrectly supplied liquor Products may be replaced, credited or refunded following verification of the issue.
6. Big Save reserves the right to request photographs, packaging, batch information or return of the Product before processing a claim.

10. CHANGE-OF-MIND RETURNS

1. Big Save may, in its absolute and sole discretion on a per case basis, accept the return of certain Products where a Customer has changed their mind.
2. To qualify for a change-of-mind return, Products should generally:
   1. be accompanied by proof of purchase;
   2. be unused;
   3. be in their original packaging;
   4. be in a resalable condition; and
   5. be returned within 14 (fourteen) days of purchase or delivery.
3. Approval of change-of-mind returns remains subject to Product category restrictions, operational requirements and applicable laws.
4. Big Save reserves the right to refuse change-of-mind returns where the Product cannot reasonably be resold or where return is not permitted by law.

11. PRODUCTS THAT CANNOT GENERALLY BE RETURNED

1. Subject always to applicable consumer rights and defective Product claims, the following Products may not be eligible for return, exchange or refund:
   1. Products that have been used, consumed, altered or damaged after delivery;
   2. Products not in a resalable condition;
   3. Special-order or customised Products;
   4. Opened hygiene-sensitive Products;
   5. Airtime, data, prepaid electricity, vouchers, gift cards, tickets and similar value-added services;
   6. Products prohibited from return by law or public health requirements; and
   7. Any other Product category communicated by Big Save from time to time.
2. Nothing in this section limits any statutory rights relating to defective Products.

12. REFUNDS AND PROCESSING TIMES

1. Approved refunds will generally be processed using the original payment method used for the purchase.
2. Where this is not reasonably possible, Big Save may process the refund through an alternative lawful method.
3. Refunds may be issued as:
   1. a refund to the original payment method;
   2. an EFT payment;
   3. a credit to an approved account; or
   4. store credit, 
   5. depending on the circumstances and applicable payment method.
4. Refund processing times may vary depending on banking processes, payment providers, investigations and operational requirements.
5. Account customers may receive approved credits directly to their customer account.

13. PRODUCT RECALLS AND SAFETY NOTICES

1. Big Save may from time to time issue Product recalls, safety notices, withdrawals or corrective actions.
2. Customers should follow all instructions communicated in any recall or safety notice.
3. Big Save may replace, refund, withdraw or otherwise deal with affected Products in accordance with the applicable recall programme and legal requirements.

14. CONTACT US

1. If you require assistance regarding a delivery, return, refund, exchange or Product issue, please contact Big Save Customer Care through the contact details published on the Website, Big Save App or your proof of purchase.
2. To assist us in resolving your query as quickly as possible, please provide:
   1. your order number or proof of purchase;
   2. details of the Product concerned;
   3. photographs where applicable; and
   4. a description of the issue experienced.

BIG SAVE CUSTOMER HELP CENTRE

MY ORDER IS MISSING ITEMS

If an item is missing from your order, please check your invoice, order confirmation or delivery documentation first.

Some items may have been unavailable at the time your order was packed and therefore may not have been supplied.

If you believe an item has been omitted in error, please contact Big Save Customer Care as soon as possible and provide your order number and details of the missing item.

I RECEIVED THE WRONG PRODUCT

We apologise for the inconvenience.

Please keep the Product, its packaging and proof of purchase available and contact Big Save Customer Care as soon as possible.

Where the Product was supplied incorrectly, Big Save will investigate the matter and arrange an appropriate remedy, which may include replacement, collection, credit or refund.

MY PRODUCT ARRIVED DAMAGED

If a Product arrives damaged, please report the issue as soon as possible.

Where reasonably possible, please provide photographs of:

• the Product;
• the original packaging;
• the delivery documentation; and
• the damage identified.

Big Save may investigate the matter before approving a replacement, credit or refund.

MY FRUIT, VEGETABLES OR FRESH PRODUCTS ARE NOT SATISFACTORY

If you are dissatisfied with the quality of fresh produce, bakery items, chilled Products, frozen Products or other perishable Products, please contact us as soon as possible after purchase or delivery.

Where appropriate, Big Save may request photographs or additional information to assist with the assessment.

MY LIQUOR PRODUCT ARRIVED DAMAGED

Please inspect liquor Products immediately upon delivery or collection.

Any damaged bottles, broken seals, shortages or incorrect Products should be reported as soon as possible.

Big Save may request photographs or return of the Product before processing a replacement, credit or refund.

CAN I RETURN A PRODUCT IF I CHANGED MY MIND?

In certain circumstances, yes.

Approval of change-of-mind returns remains subject to Big Save’s Returns and Refunds Policy and applicable laws.

HOW LONG DOES A REFUND TAKE?

Approved refunds are generally processed as soon as reasonably possible.

The time required for the refund to reflect may vary depending on:

• the payment method used;
• banking processes;
• card issuers; and
• payment service providers.

WHAT IF MY PRODUCT DEVELOPS A DEFECT LATER?

If a Product develops a defect after purchase, please contact Big Save Customer Care as soon as reasonably possible.

Depending on the Product and the nature of the issue, Big Save may arrange inspection, testing, repair, replacement, credit or refund in accordance with applicable laws and manufacturer requirements.

CAN I RETURN ONLINE ORDERS TO A STORE?

In most cases, yes.

Customers may return eligible Products to an authorised Big Save store together with proof of purchase, subject to the Returns and Refunds Policy and any Product-specific requirements.

HOW DO I CONTACT BIG SAVE CUSTOMER CARE?

For assistance with deliveries, returns, exchanges, refunds or Product-related queries, please contact Big Save Customer Care using the contact details available on:

• the Big Save Website;
• the Big Save App;
• your order confirmation; or
• your proof of purchase.