Returns

Whether you’re returning a faulty item or if you’ve changed your mind – at the Qantas Rewards Store, we’re always happy to help.

For information on our returns process, see below.

We want you to be completely satisfied with your order(s). We recommend reading this information and our Terms and Conditions prior to shopping with us so that you are familiar with your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods upon arrival to ensure you are completely satisfied, that they are of acceptable quality and match the description provided.

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased or redeemed from the Rewards Store.

In accordance with Australian or New Zealand Consumer Law, if the item has a major failure, you may reject the item and seek a replacement or refund. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We’re happy to offer you a refund or exchange for change of mind on most products if returned within 30 days of delivery, subject to the following conditions:

  • The product(s) must be in their original condition, meaning they are:

    • Not damaged in any way

    • New and not used, worn, or opened and have all original packaging and tags intact (including any packaging seals or plastic wrapping).

  • The product(s) are returned with all accessories, instruction manuals and packaging included.

  • For swimwear, all hygiene stickers are intact.

Please note, a proof of purchase document (e.g. a copy of your ‘Order Confirmation' email) must accompany the returned product(s) to ensure correct identification of order/return details and expedite processing of your return.

You will be responsible for the cost of returning goods, including the cost of return shipping, and any risk of goods being damaged or lost in transit. If the item is not received by us, you will not be eligible for a credit or exchange. For high-value items that you return for a change of mind we recommend you choose to purchase insurance with Australia Post when posting them.

If the returned item(s) does not meet the conditions of this policy, you will be responsible for the cost of delivery incurred to return them back to your nominated address.

Any discounts received at the time of purchase will be carried over to the refunded amount if eligible.

Exceptions to our change of mind policy:

We don’t offer change of mind returns on the below, so please choose carefully:

  • Apple products

  • Sonos products

  • Lenovo products (change of mind is permitted within 7 days from the date of delivery)

  • Gift Cards or vouchers, iTunes music cards

  • Personal care items

  • Electric toothbrushes

  • Shaver’s and hairbrushes

  • Pierced jewellery

  • Pillows

  • Skincare products, makeup and fragrance

  • Custom made, monogrammed, personalised and altered products

  • Charity donations

Any product where the GST has been claimed under the Tourist Refund Scheme unless proof of repayment of the GST upon return to Australia is provided These exceptions do not apply to any returns made in accordance with the Consumer Guarantees, or otherwise as required by law.

If you have received a product and it’s damaged, faulty or unfit for use upon arrival, or subsequently becomes faulty, please get in touch with us within 7 days of receipt to arrange for an exchange or refund. If you have paid for the return delivery of the product(s) and it is deemed that Qantas is obliged to refund the reasonable cost of the return, Qantas will contact the member to arrange a refund of the return delivery. All goods must be returned in the condition you received them in with all original accessories and where possible any manuals and original packaging.

You can get in touch via the Contact Us page to arrange for an exchange or refund and will need to provide the following:

  • Your order number

  • A description of the fault – detailing whether it’s a physical defect with the product, packaging or otherwise

  • Your preference for a refund or replacement (we’ll do our best to accommodate this)

  • The best way to contact you

  1. Prepare the item by placing it in the original box. If your product arrived wrapped and without a box, you can wrap with bubble wrap or paper for padding. Please ensure that all parts, accessories, documentation and/or software originally included with your item/s are returned (unless otherwise advised), otherwise, fees may be charged or your request declined for incomplete returns.

  2. Print and attach the return label to the outside of the shipping box or wrapping. Note: Do not place the return label directly on the product packaging or deface the original packaging.

  3. Take the parcel to your nearest post office and post it. (Unfortunately, we do not accept return drop off at our warehouse.)

  4. Once your item is received at our warehouse, it will be inspected, and we will be in contact to advise you of the outcome.

Please note:

  • We ask that you allow 48 hours from the date that we receive your return parcel from Australia Post, for the inspection to be completed.

  • If your item is damaged or faulty, it will be checked and tested. If your item works or it is undamaged, it may be sent back to you with no refund provided.

  • If your item is deemed damaged or faulty, you will be entitled to a replacement or refund if the issue is considered a major failure. If the goods fail to be of acceptable quality and the failure does not amount to a major failure, you will be entitled to have the goods repaired or replaced.

  • If you are returning multiple items in one parcel, please clearly include all order numbers on the outer box or wrapping

  • Returns without an order number will not be accepted

  • All returns must be received with a Proof or Purchase document (for example your order confirmation email)

  • Your return must be received by us within the correct timeframe or your claim may require reassessment.

  • We recommend paying for tracking or product insurance to avoid loss from the items being damaged during shipping or lost in transit.

  • We cannot accept change of mind returns for items that come in sealed packages or boxes where seals are damaged or broken. Any products returned without proper sealed packaging will be rejected under our change of mind policy.

Have a question?

Please look at our Frequently Asked Questions or get in touch with us via the Contact Us page.