Although all BIGshop Merchants are registered and screened Australian businesses, in the unlikely event of fraud, the BIGshop Buyer Protection Program provides an additional measure of safety.

All BIGshop.com.au merchants are eligible to participate in this Buyer Protection Program. These merchants must earn and maintain a minimum 4-star average merchant rating. Purchases made from merchants who display the Buyer Protection icon at the time of purchase are covered by the program regardless of the merchant's status at the time a potential claim is filed. Different levels of protection apply to different merchants depending on the merchants experience score. Important limitations apply.

In the unlikely event of fraud, the BIGshop Buyer Protection Program provides an additional measure of safety.

Fraud is defined as

Paying for an item that is never sent by the merchant
or
Receiving an item that is significantly materially different than what is described.

Levels of Protection - How much are you covered for?

BIGshop Buyer Protection Conditions

• The buyer has purchased the item in good faith from the merchant and the merchant never sent the item or the buyer has purchased the item in good faith from the merchant and the merchant has delivered an item that is significantly materially different than what was described in the item listing.
• The complaint has gone through the BIGshop Complaint Resolution Process.
• Items damaged during shipping are not covered. Please contact your shipping carrier for information about its reimbursement policy.
• The buyer must file the claim within 45 days of the purchase. This means that the final claim must be postmarked to our claims administrator by this date.
• There's a limit of two claims per user for BIGshop.com.au items covered under the Buyer Protection Program.
• BIGshop, in its sole discretion, makes all final determinations regarding Buyer Protection Program claims.

How does it work

If you made a purchase through BIGshop.com.au from a covered merchant and feel that you were a victim of fraud, please follow these steps:

1.First, try to communicate directly with the merchant. Many problems are simple misunderstandings. Most disputes can be resolve through communication and it's best to contact the Merchant as soon as you recognise a potential problem. You can open a dispute in the Resolution Centre within 45 calendar days of the order being placed.
2 . If you're unable to resolve the dispute with the merchant through the Resolution Centre, you can escalate the dispute to a claim. You can escalate a dispute to a claim after the merchant responds to your dispute, or within 14 calendar days of the dispute being opened.
3 . After you file your claim, the claims administrator investigates the sale and contacts you with a decision within 14 days of receipt of your claim and all relevant documents.

What purchases Are Covered

The BIGshop.com.au Buyer Protection Program covers any item legitimately purchased through BIGshop.com.au from a covered merchant, as long as that item does not violate our terms of service. This protection covers purchases of up to $3500. The amount of cover offered is dependent on the merchants experience score and star rating.

BIGshop.com.au will pay your claim within 28 days of notifying you that your claim has been approved.

Exclusions and Limitations

You may not make more than one claim (successful or not) within any 12 month period.

You may not make a claim if you have been successful in obtaining payment/reimbursement from another source (eg. credit card charge back).

Items that can be proven to have been "lost in trasit" which are not covered by shipping insurance are not covered by the BIGshop Buyer Protection Program

BIGshop’s maximum liability in relation to a successful claim under Buyer Protection Program is the sold price at purchase for the Eligible Item not including shipping and insurance charges.

You are ineligible to claim under the Buyer Protection Program if:

(a) you paid an amount to the seller (excluding postage) in excess of the auction's sold price; and/or

(b) you purchased the Eligible Good outside of the BIGshop website (eg. on the merchants own website)

Completion

All decisions of BIGshop.com.au are final.

Once decided by BIGshop.com.au, a claim under the Buyer Protection Program cannot be reopened without BIGshop’s written consent.

The decision to make a payment under the Buyer Protection Program is at BIGshop's sole discretion.

The BIGshop Buyer Protection Program ("Buyer Protection Program") is subject to change without notice. This policy is effective 1st December 2007.