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

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Our specialised team will process your request with priority and aim to contact you within two (2) business days.

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You can lodge your warranty claim by clicking on this <a href="https://returns.marketplace.qantas.com/">link</a>. All you&#39;ll need is your Qantas Marketplace order number and the email address you used for the order. We will assess your request and provide further instructions, based on your claim. Please provide as much information as possible, including photos. Such as whether or not you’ve reached out to a manufacturer and provide references and case numbers if so.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.

If you believe you’ve received an incorrect product, please lodge your return by clicking on this <a href="https://returns.marketplace.qantas.com/">link </a>as soon as possible.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.

You can lodge your return by click on this <a href="https://returns.marketplace.qantas.com/">link</a>. All you&#39;ll need is your Qantas Marketplace order number and the email address you used for the order. Once we’ve received your request, we’ll provide you with returns instructions as soon as possible.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. 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.

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 <a href="/nz/returns">Brand specific return policies</a> on the Returns page for specific brand exclusions and conditions if you change your mind. If your product can be returned, you can lodge your return by click on this <a href="https://returns.marketplace.qantas.com/">link</a>. All you&#39;ll need is your Qantas Marketplace order number and the email address you used for the order. Once we’ve received your request, we’ll provide you with returns instructions as soon as possible. Conditions:The product(s) must be in their original condition, meaning they are: <ul><li>Not damaged in any way </li><li>New and not used, worn, or opened and have all original packaging and tags intact (including any packaging seals or plastic wrapping). </li><li>The product(s) are returned with all accessories, instruction manuals and packaging included. </li><li>For swimwear, bras, chemises and nighties, all hygiene stickers are intact. </li><li>For shoes, no visible scuffing or scratches to the sole, tried on a soft surface.</li><li>For earbuds and headphones returns may be rejected for hygiene reasons if they have been tried on and/or packaging has been opened. </li></ul>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: <ul><li>Gift Cards, vouchers or experiences </li><li>Personal care items including Face Masks </li><li>Electric toothbrushes </li><li>Hair Accessories </li><li>Shavers and hairbrushes </li><li>Pierced jewellery, including earrings</li><li>Aerosols </li><li>Limited skincare, makeup and cosmetic products </li><li>Underwear, hosiery and bodysuits </li><li>Mattresses, bed toppers, bedding, quilts, pillow protectors and pillows </li><li>Surfboard products Custom made, monogrammed, personalised and altered products, including customised golf clubs. </li><li>Charity donations </li><li>Carbon offset products, Offset your Home and Car products </li><li>Big and bulky items, including furniture </li><li>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 </li></ul>

The quickest option to process an exchange is by placing a new order for the products you’d like and initiate the return of the unwanted ones. To lodge your return request click on this <a href="https://returns.marketplace.qantas.com/">link</a>. All you&#39;ll need is your Qantas Marketplace order number and the email address you used for the order. Once we’ve received your request, we’ll provide you with returns instructions as soon as possible.

Apple<ul><li>No change of mind allowed, including all Beats Products.</li><li>No cancellations after order is placed, including all Beats Products.</li><li>For any faults or damaged products, AppleCare Case ID is required when lodging a Return Request.</li></ul>Beats<ul><li>No change of mind allowed.</li><li>No cancellations after order is placed.</li><li>For any faults or damaged products, AppleCare Case ID is required when lodging a Return Request.</li></ul>Blue Fitness<ul><li>No Change of mind allowed.</li></ul>Bose<ul><li>Assessment and repairs of faulty products and warranty claims may take up to three weeks from when the product is returned.</li></ul>Cosmax<ul><li>No Change of mind allowed.</li></ul>Silk and Steel<ul><li>Change of mind on all orders is limited to 7 days from order receipt.</li><li>No Change of mind allowed on earrings.</li></ul>Springfree New Zealand Limited<ul><li>No Change of mind allowed.</li></ul>

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

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And if there’s a problem, email our specialist team via <a href="mailto:frequent_flyer@qantas.com.au">frequent_flyer@qantas.com.au</a> straight away and with as much detail as possible.

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Please look at our <a href="/nz/faq">Frequently Asked Questions</a> or get in touch with us via the <a href="/contact-us">Contact Us page</a>.