Qantas Marketplace Terms and Conditions

Updated: 20 October 2023

These terms and conditions (‘Terms’) govern your use of Qantas Marketplace. By using Qantas Marketplace, you acknowledge that you have read and accepted these Terms.

1. Introduction

1.1 These Terms are intended to protect both Members and the Qantas Group. It is the Member’s responsibility to read and understand them.

1.2 These Terms are effective from the date specified above and may be updated by Qantas from time to time. Any updated Terms will be posted on Qantas Marketplace. By continuing to use Qantas Marketplace you agree to be bound by the updated Terms.

2. Definitions

2.1 In these Terms, unless the context otherwise requires:

  • 'Accepted Payment Card' means one of the credit cards, charge cards or debit cards set out at qantas.com (excluding any Qantas voucher or credit voucher) which a Member must use to make a payment, Qantas Travel Money, or such other form of payment as approved by Qantas from time to time;

  • ‘Australian Qantas Marketplace’ means that component of Qantas Marketplace featuring a catalogue of Retail Rewards available for delivery to Australia only;

  • ‘Frequent Flyer Service Centre’ means a centre operated by or on behalf of Qantas where membership information is processed and/ or, Qantas Frequent Flyer is administered;

  • ‘Gift Card’ means a non-cash payment facility that stores monetary value, in paper, magnetic strip gift card or electronic form that may be redeemed for goods and services;

  • 'Green Tier' means a range of rewards and benefits made available to Members that meet the requirements to achieve Green Tier as described in clause 23 of the QFF Terms;

  • 'Member' means a person who is a member of Qantas Frequent Flyer;

  • 'Membership' means membership of Qantas Frequent Flyer;

  • 'Membership Account' means the record of a Member's Membership, which is available to the Member online at qantas.com;

  • ‘New Zealand Qantas Marketplace’ means that component of Qantas Marketplace featuring a catalogue of Retail Rewards available for delivery to New Zealand only;

  • ‘Points Plus Pay’ means the redemption of Qantas Points and a monetary payment using an Accepted Payment Card to order Retail Rewards subject to these Terms;

  • ‘Qantas’ means Qantas Airways Limited (ABN 16 009 661 901) and any related body corporate (as that term is defined in the Corporations Act 2001 (Cth)) of Qantas Airways Limited;

  • ‘Qantas Frequent Flyer’ means the frequent flyer program operated by Qantas;

  • ‘Qantas Points’ or ‘Points’ means frequent flyer points awarded to Members in Qantas Frequent Flyer pursuant to the QFF Terms;

  • ‘Qantas Marketplace’ means the service through which Members may obtain Retail Rewards by using Qantas Points, Points Plus Pay or paying the full price by Accepted Payment Card in accordance with these Terms and the QFF Terms, and includes the 

    Australian Qantas Marketplace, New Zealand Qantas Marketplace and the Frequent Flyer Service Centre;

  • ‘QFF Terms' means the Qantas Frequent Flyer Terms and Conditions;

  • ‘Retail Rewards’ means a good, service, Gift Card or Voucher, advertised via the Australian

     Qantas Marketplace or New Zealand

     Qantas Marketplace, that may be obtained by a Member in accordance with these Terms and the QFF Terms;

  • ‘Sellers’ means the sellers and suppliers who offer Retail Rewards on Qantas Marketplace.

  • ‘Voucher’ means a pre-paid voucher, in paper or electronic form, which may be exchanged for specified goods or services specified on it.

3. Qantas Marketplace

3.1 Retail Rewards are available on Qantas Marketplace or by phone Frequent Flyer Service Centre. To place an order for Retail Rewards you must either:

a) log into the Qantas Marketplace website using your Membership Account details; or

b) provide sufficient details to the Frequent Flyer Service Centre to verify your Membership.

3.2 Qantas Marketplace only accepts orders from current Members whose Membership has not been terminated or suspended.

3.3 You are not permitted to use another Member’s Membership Account details to place an order for Retail Rewards or for any other purpose. 

4. Retail Rewards

4.1 The available Sellers on Qantas Marketplace may change from time to time without notice at the discretion of Qantas or the applicable Seller.

4.2 The Retail Rewards offered via the Australian Qantas Marketplace differ to those offered via the New Zealand Qantas Marketplace. Payment will be in the local currency and delivery will be available only to addresses in the respective countries of the relevant Marketplace.

4.3 You can order from either Qantas Marketplace. However, Retail Rewards offered via the Australian website are only available for delivery to Australian addresses and those offered via the New Zealand website are only available for delivery to New Zealand addresses.

4.4 Each Retail Reward has a brief product description and displays the number of Qantas Points required to be redeemed for that Retail Reward.

4.5 Certain Retail Rewards can be ordered using Points Plus Pay. For those items, the product description displays the minimum number of Qantas Points that are required to be redeemed and the amount of money to be paid. The currency of the amount to be paid differs in each store:

a) Australian Qantas Marketplace requires payment in Australian dollars (AUD); and

b) New Zealand Qantas Marketplace requires payment in New Zealand dollars (NZD). 

4.6 Some Retail Rewards can be ordered using cash only. For those items, Members can shift the Points Plus Pay slider to zero points to show the cash only value.

4.7 Unless otherwise specified, Qantas Points can be earned on the cash only and cash component of Points Plus Pay on eligible Retail Rewards. Qantas Points will not be earned on any tax and delivery charges or for any part of an order that you return, exchange or cancel. Qantas Points will be credited to the Member’s Membership Account up to six weeks from the date the Qantas Marketplace order is dispatched. The number of Points earned (if any) will be at the rate advertised on Qantas Marketplace at the time of purchase. Eligible Retail Rewards, earn rates and bonus Points promotions can change from time to time. Points earned through bonus Points promotions will be awarded upon fulfilment of offer criteria. If your purchase qualifies as a sustainable activity, your Green Tier profile will be updated within ten days of your order confirmation.

4.8 Additional terms and conditions on Retail Rewards may be imposed by the Seller or by a third party provider. Details and/or a link to a Seller or other third party provider's terms, will be provided in the product description.

4.9 All Retail Rewards are offered subject to availability. Retail Rewards are available at the time the information is displayed in the product description. However, some Retail Rewards are subject to capacity controls or limited availability, resulting in them becoming unavailable before an order can be filled.

4.10 Qantas and/or the relevant Seller may at any time, without advance notice withdraw, limit, modify, cancel or increase the availability of a Retail Reward.

4.11 Qantas may at any time prior to purchase without advance notice:

a) vary the number of Qantas Points required to redeem a Retail Reward;

b) vary the minimum number of Qantas Points and monetary payment by way of Points Plus Pay required for a Retail Reward; or

c) vary the number of Qantas Points earned on eligible cash/credit card components of Member transactions on Qantas Marketplace.

4.12 Product descriptions featured alongside Retail Rewards are based on information provided by the Seller. Qantas will take reasonable steps to ensure the descriptions are accurate, however, to the extent permitted by law, Qantas does not accept any liability for the lack of completeness or correctness of such information. 

4.13 Qantas takes reasonable steps to ensure that information provided about Retail Rewards, including the number of Qantas Points and monetary payment by way of Points Plus Pay or cash only required to order, is correct; however, to the extent permitted by law, Qantas does not accept any liability for the lack of completeness or correctness of such information. 

4.14 If any Retail Reward is listed with the incorrect:

a) price;

b) quantity of included items; and/or

c) number of Points (including bonus Points) that may be earned in connection with acquisition of the Retail Reward,

and Qantas reasonably considers that the error should have been obvious to Members acting reasonably, then Qantas may cancel any order by a Member for that Retail Reward and deduct the number of Points credited to the Member’s Membership Account in connection with acquisition of the Retail Reward.

5. Gift Cards and Vouchers

5.1 Gift Cards and Vouchers are valid for the period specified in the product description and must be used before the end of the period detailed on the Gift Card or Voucher or they will expire. Unless the terms of a particular Gift Card or Voucher provide otherwise, it:

a) cannot be exchanged for money or replaced if lost, stolen, damaged or destroyed; and

b) is issued subject to the terms and conditions on the Gift Card or Voucher, which may be available in the product description or on the issuer's website, a link to which may be provided in the product description.

5.2 The estimated delivery time is displayed at checkout upon placing your order. Orders for electronically delivered Gift Cards and Vouchers may not be processed immediately and orders may be independently verified prior to dispatch.

5.3 A Voucher can be redeemed only for the product or service specified on it. Other items or services related to the use or consumption of that specified product or service must be paid for in addition. For example, if a hotel room Voucher that does not specify meals, laundry or telephone charges, and the Member uses one of these services, they must pay for this service in addition to the Voucher.

5.4 Qantas is not liable for the loss, theft or destruction of a Gift Card or Voucher. Qantas is not responsible for the provision of any services supplied to a holder of a Gift Card or Voucher redeemed from Qantas Marketplace or for any misunderstanding between the holder of the Gift Card or Voucher and a Seller.

6. Classified Retail Rewards

6.1 Certain Retail Rewards are subject to age related restrictions, and the product description of any such Retail Rewards will display and/or state the applicable restriction.

6.2 In Australia, under the Classification (Publications, Films and Computer Games) Act 1995 (Cth) it is against the law to sell, supply or obtain select classified publications, films and computer games for, or on behalf of, a person under prescribed ages (‘Classified Product’). By ordering a ‘Classified Product’ in Australia you warrant that you are:

a) 18 years of age or older if you order products that are classified ‘R18+’ or ‘X18+’; or

b) 15 years of age or older if you order products that are classified ‘MA15+’; and

c) not obtaining the product on behalf of a person that is not eligible to purchase the product themselves.

6.3 In New Zealand, under the Films, Videos, and Publications Classification Act 1993 it is illegal to sell, hire, show or give a restricted (red labelled) film or game to anyone under the age shown on the label (unless an exception is stated on the label) (‘Classified Product’). By ordering a ‘Classified Product’ in New Zealand you warrant that you are:

a) 18 years of age or older if you order products that are classified ‘Restricted 18’; or

b) 16 years of age or older if you order products that are classified ‘Restricted 16’; or

c) 15 years of age or older if you order products that are classified ‘Restricted 15’; or

d) 13 years of age or older if you order products that are classified ‘Restricted 13’; and

e) not obtaining the product on behalf of a person that is not eligible to purchase the product themselves.

6.4 If Qantas is not satisfied that the requirements in this clause 6 have been met, Qantas may cancel any order for or refuse to supply Retail Rewards that are ‘Classified Products’.

7. Donations to Charities

7.1 Some Retail Rewards permit Members to redeem Qantas Points for Qantas to make a monetary donation to a charity. Qantas will pay the dollar amount specified in the order to the selected charity within 90 days of the date of redemption.

7.2 Members will receive an email confirming the redemption transaction for the donation, which will also be recorded in the Membership Account. Pursuant to taxation laws, Members are not entitled to a tax invoice, tax receipt or tax deduction for redeeming Qantas Points for Qantas to make a monetary donation to a charity.

7.3 Donations are subject to any applicable legislative or other regulatory controls imposed by State and Federal Governments, whether existing now or at any time in the future. Further details on the charities can be found at the Australian Charities and Not-for-profits Commission website at http://www.acnc.gov.au.

8. Ordering Retail Rewards

8.1 Orders from Qantas Marketplace will be processed only after:

a) the required number of Qantas Points have been deducted from the Membership Account; and

b) any required monetary payment by way of Points Plus Pay or cash has been authorised by the relevant merchant bank of the Accepted Payment Card.

8.2 When using Points Plus Pay or cash payments, all monetary amounts include Goods & Services Tax (GST) where applicable.

8.3 The Frequent Flyer Service Centre may verify an order directly with the Member.

8.4 If you choose to redeem a Retail Reward using an Accepted Payment Card, the merchant for the transaction on your statement will be Qantas and include the words “Qantas Frequent Flyer” or similar.

8.5 Qantas may reject orders for commercial quantities of Retail Rewards. If you wish to order commercial quantities of Retail Rewards, please contact the Frequent Flyer Service Centre to ask whether Qantas can arrange that.

9. Changes or cancellations by Qantas or the Seller

9.1 Qantas and the relevant Seller may refuse to provide any Retail Reward, terminate, remove or edit content (to ensure the currency of the product description) or cancel orders (or part thereof) at any time. Without limiting the operation of any other Terms herein, Qantas and/or the Seller will not be held liable for loss or damage arising from the exercise of these rights.

9.2 If Qantas or the Seller cancels an order (or part thereof) a Frequent Flyer Service Centre representative will contact the Member and explain the reason for the cancellation.

9.3 If Qantas or the Seller cancels an order (or part thereof) then Qantas or the Seller may (at their discretion):

a) offer the Member a substitute Retail Reward of equal value instead of providing a refund; or

b) provide the Member with a full refund for the cancelled portion of that order.

10. Delivery

10.1 The product description or check-out will detail the acceptable types of delivery address for a Retail Reward. Unless otherwise specified in the product description, Sellers will only deliver to:

a) a physical address within either Australia or New Zealand;

b) a post office address (PO boxes) for selected Retail Rewards; and

c) an e-mail address for electronic Retail Rewards such as electronic Gift Cards and Vouchers.

10.2 Members must ensure that the correct delivery address is provided at the time of ordering. If the wrong address is provided, the Seller is not obliged to resend the order to the correct address at the Sellers’ expense, nor are Qantas or the Seller liable for any loss to a Member due to incorrect address details being provided by the Member.

10.3 Each product page provides an estimated dispatch time frame for the Retail Reward. Once the Retail Reward has been dispatched, Qantas or the Seller may provide tracking information by email to the Member or update the ‘order status’ accessible through the Membership Account. While Sellers make every effort to meet the time frames and dates provided, they are only estimates. Qantas and Sellers do not accept any liability for a failure to deliver within an estimated time period or by an estimated date.

10.4 While an order may be for multiple Retail Rewards, each Retail Reward may be delivered separately by more than one Seller (as specified when you order and in your order confirmation email) and be delivered on different dates.

10.5 It is recommended that the order be addressed to a location where a recipient will be present during the day. If a recipient (or in the case of a Classified Product, an age-appropriate recipient) is not present at the delivery address at the time of delivery, the delivery service provider may:

a) leave the Retail Reward at the delivery address;

b) leave a missed delivery notification with details for collection or arranging another delivery of the Retail Reward; or

c) return the Retail Reward to the Seller.

10.6 If a Retail Reward is returned to the Seller after unsuccessful delivery, a Frequent Flyer Service Centre representative will attempt to contact the Member or the person named as the recipient to arrange to re-deliver the item. Members and recipients are required to provide reasonable assistance to facilitate re-delivery. Re-delivery may incur an additional postage and handling fee.

10.7 After unsuccessful attempts to deliver the Retail Reward, Qantas may refund the payment or Points redeemed for the returned item, less any additional postage and delivery handling fees. To avoid these costs and inconvenience, please carefully consider the delivery address. Any Points awarded in connection with the order will also be deducted from the relevant Membership Account.

10.8 The Member must contact the Frequent Flyer Service Centre if a Retail Reward does not arrive within seven days of the estimated due date. Qantas will make enquiries with the relevant Seller. If the Seller provides a replacement and the original Retail Reward is subsequently delivered, the Member must return the original Retail Reward to the Seller promptly.

10.9 Qantas may disclose any or all details associated with loss and replacement of Retail Rewards to the relevant Seller and/or appropriate authorities.

10.10 Without limiting the operation of any other Terms, Qantas and the Seller are not responsible for any loss or damage caused by late delivery or non-delivery of a Retail Reward. 

10.11 Title and risk in all Retail Rewards passes to the recipient upon delivery. Qantas and/or the Seller will not accept liability for any loss or damage arising from Retail Rewards lost, stolen or damaged after delivery has taken place.

11. Returns

11.1 In accordance with Australian or New Zealand Consumer Law, if the item has a major failure, you may reject the item and seek a replacement or refund.

11.2 We will accept ‘change of mind’ returns or exchanges on most products provided that:

a) the product is returned in the condition received by the Member with all original accessories, instruction manuals and, where possible, in the original packaging;

b) the Member complies with the change of mind terms in the Returns Policy; and

c) the Member has a sufficient Points balance to allow for the deduction from their Membership Account of any Points that were awarded in connection with the product being returned.

11.3 Members are not entitled to retain any Qantas Points awarded on refunded orders, and Qantas may reject any request for a refund if the Member is unable to return any Qantas Points awarded for the purchase.

11.4 Retail Awards that are damaged or faulty on delivery:

a) If a product obtained through Qantas Marketplace is faulty, significantly different from what was advertised, not doing what it is supposed to do, in breach of manufacturer's warranties or consumer guarantees, or where otherwise required by law then the Member should contact the Frequent Flyer Service Centre as soon as possible to organise its inspection and any subsequent repair, replacement or refund, and in some cases compensation for damages and loss as deemed necessary by Qantas and/or the Seller. In some cases, a Seller and Member may be required to liaise directly with each other.

b) A product will not be accepted for repair, replacement or refund unless first authorised by the Frequent Flyer Service Centre. The Frequent Flyer Service Centre will only authorise the remedy when it is obliged to do so under any rights a consumer may have under law or where it is satisfied that the Member is otherwise entitled to have the product repaired, replaced or refunded. In any such event:

  • The Frequent Flyer Service Centre will provide instructions regarding how and to where the item is to be returned or, subject to the product, inspected in situ and possibly collected;

  • The product is returned in the condition received by the Member with all original accessories, instruction manuals and, where possible, in the original packaging;

  • In instances where the reason for the return was not reasonably discoverable without both opening and using or partially consuming the product, the product can be returned without the original packaging.

  • After inspection of the product, the Frequent Flyer Service Centre will advise the Member and subject to the determination in circumstances when obliged to do so, Qantas will coordinate repair or replacement (which will be at no cost to the Member), or arrange a refund. The Frequent Flyer Service Centre or the relevant Seller may then liaise directly with a Member or recipient of a Retail Reward to finalise any arrangements.

11.4 Some Sellers may set additional criteria a Member must comply with in order to process a return for that Seller’s products. A list of these Sellers and their criteria can be found in the Returns Policy. The Seller’s additional criteria will override these Terms in the event of any inconsistencies.

11.5 If a Member is entitled to a refund:

a) Qantas will credit the Qantas Points redeemed for the Retail Reward to the Membership Account and/or refund any monetary payment to the Accepted Payment Card used.

b) If the refund to the Accepted Payment Card used for payment is not authorised by the relevant merchant bank, the Frequent Flyer Service Centre will contact the Member to arrange for the refund to be deposited into a bank account nominated by the Member:

  • With the exception of subscriptions, Qantas will not approve a partial refund for a Retail Reward.

  • It may take up to 10 business days for the refund to be completed.

  • Subject to Australian Consumer Law, any points earned on an eligible transaction which has been refunded, cancelled, or exchanged, will be deducted from the Member’s account within 30 days of such refund, cancellation or exchange.

c) Refunds will be processed only after receipt and inspection of the returned Product and receipt of all Points awarded in connection with the returned Product.

d) If the cost to return the Retail Reward was paid by the Member, and it is deemed that the Seller is obliged to refund the Member the reasonable cost of the return, Qantas will contact the Member to arrange for the refund to be deposited into a bank account nominated by the Member.

12. Consumer Guarantees and Liability

12.1 Qantas acknowledges that in certain jurisdictions such as Australia, the Competition and Consumer Act 2010 (Cth), the Fair Trading Act 1987 (NSW) and other equivalent legislation implies or imposes statutory guarantees, conditions or warranties into contracts for the supply of goods or services to consumers that cannot be excluded. Nothing in these Terms (including the exclusions and limitations in this clause 12 is intended to exclude or restrict the application of such legislation. As such, nothing in these Terms affects any rights a Member may have and which by law cannot be excluded; however, to the extent permitted by such legislation, any such liability of Qantas is limited to the cost of supplying the goods or services again.

12.2 Subject to clause 12.1 and to the extent permitted by law in any applicable jurisdiction, Qantas expressly disclaims any and all guarantees, conditions, warranties and liabilities (including for consequential damages) with respect to type, quality, standard, fitness or suitability for any purpose of any product obtained through Qantas Marketplace.

12.3 Subject to clause 12.1 and to the extent permitted by law in any applicable jurisdiction, Qantas is not liable to Members or any other person in connection with Qantas Marketplace or any product obtained through it, for death, injury, loss of, or damage to, data, loss of production or operating time, loss of actual or anticipated savings, opportunity, interest, revenue, profit or goodwill, or other economic loss, loss of, or damage to, reputation, and any indirect, special consequential, incidental, punitive or exemplary damages, however, caused and whether arising under contract, tort (including negligence) or otherwise.

12.4 In all arrangements involving the provision of services directly by third parties and Sellers, Qantas accepts no liability of any kind in connection with or arising from such an arrangement.

12.5 Qantas does not offer any advice to, nor accept any taxation liability of Members or their employers arising from or in connection with Qantas Marketplace. Members should note that certain redemption transactions may have tax implications. Qantas recommends that Members consult their accountant or tax adviser to ensure that they understand possible tax (including fringe benefits tax) implications, if any, related to Membership and Retail Rewards.

13. Intellectual Property Rights and Websites

13.1 The material contained on Qantas Marketplace is protected by copyright. Qantas Marketplace may only be used for personal and non-commercial purposes. Except to the extent permitted by relevant copyright legislation, any user of this website must not use, copy, modify, transmit, store, publish or distribute the material on the website, or create any other material using material on the website, without obtaining the prior written consent of Qantas.

13.2 Trademarks (whether registered or unregistered) and logos used on the website must not be used or modified in any way without obtaining the prior written consent of Qantas.

13.3 The Qantas Marketplace website and products, technology and processes contained on them may be the subject of other intellectual property rights owned by Qantas, Sellers or other third parties. No licence is granted in respect of those intellectual property rights other than as set out in these Terms. Your use of Qantas Marketplace must not in any way infringe the intellectual property rights of any person.

13.4 Qantas Marketplace may contain links to, or frame, websites of third parties. Qantas does not maintain or update third party links. Links to, or framing of, external sites should not be construed as any endorsement, approval, recommendation or preference by Qantas of the owners or operators of the external sites, or for any information, products or services referred to on the external sites unless expressly indicated on Qantas Marketplace. Qantas does not make any warranties or accepts any liability in relation to material contained on external sites.

13.5 You agree you will not use any device, software or routine, to interfere or attempt to interfere with the proper working of the Qantas Marketplace website.

13.6 You agree you shall not take any action that imposes a burden or load on the Qantas Marketplace website that is unreasonable or disproportionate to the benefits Qantas obtains from your use of the sites.

14. Privacy Policy

14.1 By accessing Qantas Marketplace, placing an order or by completing your contact details and contact preferences on Qantas Marketplace, you consent to Qantas (including its related entities, agents and contractors acting on its behalf) collecting, using and disclosing that information in accordance with the Qantas Privacy & Security statement and for the purposes of:

a) Qantas, any of its related bodies corporate, and Qantas Marketplace Sellers, providing products or services (including fulfilling your order and providing you with the ordered products or services);

b) Qantas or any of its related bodies corporate improving customer service, including by means of research, marketing, product development and planning;

c) Qantas or any of its related bodies corporate marketing its products or services or the products or services of third parties; and

d) any third party providing services to Qantas or any of its related bodies corporate or Members in connection with the administration of the Qantas Frequent Flyer program.

14.2 This information may be transferred to or from Australia for these purposes. If all or any part of the requested information is not provided by you, the services provided to you by Qantas may be affected.

14.3 On request by you and to the extent permitted or required by law Qantas will provide you with access to and the ability to correct your personal information held by Qantas. Only the Member named on the Membership Account will be entitled to access their Membership information; however, Qantas does comply with validly served and executed court orders and subpoenas and cooperates with investigations by State, Federal and international agencies. Under those circumstances or where otherwise required by law, Membership Account information may be shared with others with or without that Member's knowledge or consent.

15. Resolution of Disputes

15.1 Any enquiries regarding discrepancies with Qantas Points redeemed or monetary payments made to obtain Retail Rewards should be directed to the Frequent Flyer Service Centre as soon as possible to enable Qantas to investigate and resolve in a timely manner.

Have a question?

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