Returns

At Qantas Marketplace, we want to make sure you’re happy with your purchase.

In the event that you are not, submitting a return request is easy. If you would like to return a product, you can lodge a return request through our Returns Portal.

Once we’ve received your request, our specialised team will aim to contact you within two (2) business days.

Please first check your eligibility for lodging a return below.

Or, call us directly between the hours of 8am and 7pm (AEST), Monday to Saturday on the appropriate number below:

Australia 1300 662 859

New Zealand 0800 886 033

Other countries +61 2 8222 2562 (call charges may apply outside of Australia)

Limited time

Warranty / Faulty / Damaged

If your product has arrived faulty, damaged or unfit for use, please lodge a return request through our Returns Portal at your earliest convenience.  You may need to provide photos of damaged or faulty products.

If you’ve ordered bulky item(s) e.g. whitegoods, televisions or sporting equipment we’ll need to arrange a collection. 

Please provide as much information as possible. Such as whether or not you’ve reached out to a manufacturer and provide references and case numbers if so.

Incorrect items

If you believe you’ve received the incorrect product, please lodge a return request through our Returns Portal at your earliest convenience. You will need to provide photos of the products you've received, for our specialised team to assess your request without delay.

Change of mind

We’re happy to help with a return if you’ve changed your mind. For most orders we accept these returns within 30 days of receiving your order(s). Prior to any purchase, we recommend checking the conditions below (including the 'Brand Specific return policies' section below) as there are some exclusions to this policy, including a 7-day timeframe to return some products.

If you would like to return a product, you can lodge a return request through our Returns Portal.

Once we’ve received your request, our specialised team will aim to contact you within two (2) business days.

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 and sleepwear all hygiene stickers are intact.

  • For shoes, no visible scuffing or scratches to the sole, tried on a soft surface.

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. We recommend you use a tracked service to return your item.

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’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:

  • Gift Cards, vouchers or experiences

  • Personal care items including Face Masks

  • Electric toothbrushes

  • Hair Accessories

  • Shavers and hairbrushes

  • Pierced jewellery

  • Aerosols

  • imited skincare, makeup and cosmetic products

  • Underwear, hosiery and bodysuits

  • Mattresses, bed toppers, bedding, quilts, pillow protectors and pillows

  • Surfboard products

  • Custom made, monogrammed, personalised and altered products, including customised golf clubs.

  • Charity donations

  • Carbon offset products, Offset your Home and Car products

  • Big and bulky items, including furniture

  • 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.

Exchange

The quickest option to process an exchange is by placing a new order for the product(s) you’d like and initiating the return of the unwanted item(s). 

If you would like to return a product, you can lodge a return request through our Returns Portal

Once we’ve received your request, our specialised team will aim to contact you within two (2) business days

Brand specific return policies

Aidan The Brand

  • Luggage/suitcases (excluding bags and accessories) are guaranteed by a 5-year limited warranty on manufacturing faults. This warranty covers any cracks or breaks in the polycarbonate shell or aluminium alloy bumpers and any defects on handles, wheels, zips or interior compression pads. 

  • Bags and accessories (excluding the Luggage Tag) are guaranteed by an 18 month limited warranty on manufacturing faults. This warranty covers any defects on handles or zips.

Alex and Trahanas

  • No change of mind returns are allowed on ceramics and glass product due to their fragile nature.

Apple

  • No change of mind allowed

  • No cancellations after order is placed.

  • For any faults or damaged products, AppleCare Case ID is required when lodging a Return Request.

Amber Sceats

  • Change of mind does not apply to earrings and is limited to 14 days from order date.

Allied Gaming

  • No change of mind allowed on bulky items. Any other products are subject to a 14 day change of mind from order date.

Aromababy

  • No Change of mind allowed

  • No cancellations after order is placed.

Beta Brands

  • No Change of mind allowed.

Blue Fitness

  • No Change of mind allowed.

Bassike 

  • Change of mind on all orders is limited to 14 days from order date.

Bec & Bridge

  • Change of mind on all orders is limited to 21 days from order date.

  • Change of mind does not apply to swimwear/bodysuits.

Becker Minty

  • Change of mind on all orders is limited to 14 days from delivery date.

  • No change of mind on sale items

The Corporate Golfer

  • Change of mind does not apply to any golf clubs.

Carla Zampatti

  • Change of mind on all orders is limited to 14 days from order receipt.

DigiDirect

  • DJI Drones and GoPro devices can take 3 to 4 weeks for assessment in case of warranty claims.

Dr. Hauschka

  • No Change of mind allowed.

EE Group

  • Change of mind on all orders is limited to 7 days from order receipt.

ESSE Studios

  • Change of mind on all orders is limited to 14 days from order date.

ERE PEREZ

  • No Change of mind allowed

ETTO

  • No Change of mind allowed.

HobbyCo

  • Change of mind on all orders is limited to 14 days from order date.

Glow Dreaming

  • Warranty is limited to 12 months from date of purchase.

  • Change of mind on all orders is limited to 60 days from receipt of order.

  • No Change of mind allowed on essential oils.

  • For a full refund, all these need to be returned for a full refund:

    • Glow Dreaming unit in tqhe original box

    • the designer sleeve/s in the original box

    • the power adaptor

    • plastic jug

    • essential oil/s

    • Booklet and instruction manuals

Lenovo

  • Change of mind on all orders is limited to 7 days from order date.

  • No cancellations after order is placed.

Inika

  • No Change of mind allowed.

Lee Mathews

  • Change of mind on all orders is limited to 14 days from order receipt.

Leif

  • No Change of mind allowed.

LM Bambini

  • Change of mind on all orders is limited to 14 days from order receipt.

Lullaby Skincare

  • No Change of mind allowed.

Lumira

  • No Change of mind allowed.

MCM Beauty

  • No change of mind allowed.

MCM House

  • No change of mind allowed

  • All MCM House product is quality controlled, however should a product be delivered that has a manufacturing fault, we will replace or repair the product at no cost to you. You are entitled to this policy if you contact us within 48 hours of your product delivery notifying us of the manufacturing fault. We do not offer any warranty on fabric or linen items.

Meat & Wine Co

  • No Change of mind allowed.

Michael Lo Sordo

  • Change of mind on all orders is limited to 7 days from order receipt.

Peloton

  • All returns will be collected by Peloton’s delivery partner at no cost.

  • Due to hygiene reasons, the following merchandise cannot be returned or exchanged if they have been worn or used: headwear (hats, hair ties, headbands, bandanas), socks, underwear, water bottles, in-ear headphones, or shoes.

  • All tags must be attached to the item and all products must be shipped with the original packaging.

Rachel Gilbert

  • Change of mind on all orders is limited to 7 days from order receipt.

Rebecca Vallance

  • Change of mind on all orders is limited to 21 days from order date.

Retreatment Botanics

  • Change of mind is limited to 14 days from order receipt day.

Running Warehouse

  • Change of mind on all orders is limited to 60 days from date of purchase.

Scanlan Theodore

  • Change of mind on all orders is limited to 14 days from order dispatch date.

Scotch & Soda

  • Change of mind on all orders is limited to 14 days from delivery date.

Shleep

  • No Change of mind allowed.

Sonos

  • No change of mind allowed.

  • No cancellations after order is placed.

Sparituals

  • No Change of mind allowed.

St Agni

  • Change of mind on all orders is limited to 21 days from order receipt.

Total Beauty Network

  • No change of mind allowed.

The Skin Wardrobe

  • No change of mind allowed.

Vallkree

  • No Change of mind allowed.

Venroy

  • Change of mind is limited to 14 days from order receipt day.

Vuly

  • Change of mind on all orders is limited to 14 days from delivery date.

Wildcrafted Organics

  • No Change of mind allowed

Who is Elijah

  • Change of mind is available on 50ml & 100ml fragrances bottles provided they are unwrapped and in the original packaging. 

  • All 50ml & 100ml fragrances bottles come bundled with a 2ML tester of the matching fragrance, allowing you to experience your new perfume before unwrapping the full-sized bottle.

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.

Returns within 30 days*

Start a return within 30 days of purchase. Conditions apply.

Have a question?

Please get in touch with us for further support.

Important information:

>Free delivery is available on eligible orders until 11:59pm (AEST) 30 June 2024. A minimum spend (cart total) of $200 applies in order for shipping costs to be waived. The cart total refers to the dollar value total of the cart after all discounts have been applied. Multiple products combined can make up the cart total. The method of redemption or payment does not impact eligibility. The cart total can be viewed at checkout. Exclusions apply. For a full list of exclusions, click here. Qantas may extend or withdraw this offer at any time. Conditions apply.

>Free returns are available on eligible orders until 11:59pm (AEST) 30 June 2024. Brand exclusions apply. For a full list of exclusions and to view brand-specific return policies, click here.