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)
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 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 and fragrance
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 products purchased during a sale
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.
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 and any discounted or final sales promotion.
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.
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 14 days from order date.
Peloton
All returns will be collected by Pelon’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.
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.
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.
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.
Important information:
> Free delivery is available on eligible orders until 11:59pm (AEDT) 31 January 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 (AEDT) 31 January 2024. Brand exclusions apply. For a full list of exclusions and to view brand-specific return policies, click here.