Returns

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

• Your Qantas Marketplace 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; 

• Your preference for a refund or replacement and

• Your preferred contact details.

If you believe you’ve received the incorrect product, please Contact Us with the details below:

• Your Qantas Marketplace 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; and 

• Your preferred contact details.

If your product has arrived faulty, damaged or unfit for use, please Contact Us as soon as possible to arrange a replacement product or refund. Please provide:

• Your Qantas Marketplace order number and the product name;

• Description of the damage;

• Pictures of the product and the packaging, if applicable

• Your preference for a refund or replacement; and

• Your preferred contact details.

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 conditions below as there are some exclusions to this policy, including a 7 day timeframe to return some products. If your product can be returned, please get in touch within the required timeframe with these details

• Your Qantas Marketplace 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 

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

• Your preferred contact details.

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, bras, chemises and nighties, 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 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 and Offset your Home and Car products

• Personal care items

• Electric toothbrushes

• Shavers and hairbrushes

• Pierced jewellery

• Underwear and bodysuits 

• Bed toppers, bedding, quilts, pillow protectors and 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.

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 submit a return request, simply email us via frequent_flyer@qantas.com.au.

• Please include your order number starting in QA or QN in the subject line.

•  Tell us what product(s) you would like to return and the reason (e.g. change of mind).

Your preference for a refund.