Refund policy

The Big Issue Australia – Refund Policy

Thank you for supporting The Big Issue Australia. We take great care in preparing and packing your order. If your item arrives damaged or faulty, we’re here to help.

Damaged or Faulty Items

If your product arrives damaged, faulty, or not as described, we will work to resolve the issue quickly.

Our process:

  1. We will first offer a replacement of the same item (subject to availability).

  2. If you prefer not to receive a replacement, or if a replacement is not available, you may choose a full refund to your original payment method.

To be eligible for a replacement or refund:

  • Contact us within 14 days of receiving your order

  • Provide your order number and clear photos of the issue

  • Return the item (if requested) so we can assess the problem
    Return shipping for approved damaged/faulty items will be covered by The Big Issue Australia.

No Change-of-Mind Refunds

We do not offer refunds, returns, or exchanges for:

  • Change of mind

  • Incorrect choice

  • Items that are no longer wanted

How to Report a Damaged Item

To request a refund for a damaged or faulty product, please contact us at:
📧 hello@bigissue.org.au
Include your order number, photos, and a brief description of the issue.

Australian Consumer Law

Your rights under the Australian Consumer Law remain unaffected.
You are entitled to a refund or replacement for major faults and other remedies as required by law.