Returns

At the Rewards Store, we always want to make sure you’re completely happy with your reward. 

Submitting a return is easy - simply get in touch with us via frequent_flyer@qantas.com.au with as much detail as you can, including stating the type of return in both the subject line and body of the email. 

Our specialised team will process your request with priority and contact you within five business days.

If your product is faulty, please get in touch with the information below so we can best assist you as fast as possible:

  • Your Rewards Store order number and the product name;

  • Detailed description of the fault;

  • Pictures of the fault if it’s physical in nature;

  • Any reference numbers or contact you may have already had with the manufacturer of the product; and

  • Your preferred contact details.

If you believe you’ve received the incorrect product, please get in touch with the details below:

  • Your Rewards Store order number; 

  • The Name of the product you ordered and a description of what was received and;

  • The name of the product you were expecting to receive

If your product has arrived damaged, you have 30 days to get in touch with these details:

  • Your Rewards Store order number and the product name;

  • Description of the damage;

  • Pictures of the product and the packaging, if applicable; and

  • Your preference for a refund or replacement.

If you’ve ordered bulky item(s) for e.g. whitegoods, televisions or sporting equipment we’ll need to arrange a collection. As such, please also include your preferred pick-up address, contact number and dates. We’ll then contact you to confirm and try our best to accommodate your preference with the courier.

We’re happy to help with a return if you’ve changed your mind within 30 days of receiving your order(s). 

Prior to any purchase, we recommend checking the conditions below as there’s some exclusions to this policy. If your product can be returned, please get in touch with these details:

  • Your Rewards Store order number and the product name;

  • Confirmation the product is unopened and in its original packaging (including any seals);

  • Confirmation you’ve reviewed our conditions below; and

  • Reason for return - we value your feedback and want to know what we can do to improve your experience and our range

Once we’ve received your request, we’ll provide you with an address for you to return the product(s) as soon as possible.

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.

You’ll 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 won’t 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 the delivery company when posting them.

If the returned item(s) does not meet the conditions of this policy, you’ll 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.

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

  • Apple products

  • Gift Cards, vouchers or experiences, including iTunes music cards

  • Offset your Home and Car

  • 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

Please note: These exceptions don’t apply to any returns made in accordance with the Consumer Guarantees, or otherwise as required by law.

Top tip

We recommend inspecting your order(s) as soon as you can.

And if there’s a problem, email our specialist team via frequent_flyer@qantas.com.au straight away and with as much detail as possible, including stating the type of return in both the subject line and body.


Have a question?

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