Updated: 3 July 2019
These terms and conditions (‘Terms’) govern your use of the Rewards Store.
By using the Rewards Store, you acknowledge that you have read and accepted these Terms.
- 1. Introduction
- 2. Definitions
- 3. Rewards Store
- 4. Retail Rewards
- 5. Gift Cards and Vouchers
- 6. Classified Retail Rewards
- 7. Donations to Charities
- 8. Ordering Retail Rewards
- 9. Changes to Orders
- 10. Delivery
- 11. Returns and Consumer Guarantees
- 12. Liability (including tax liability)
- 13. Intellectual Property Rights and Websites
- 15. Resolution of Disputes
1.1 The Rewards Store is provided to Qantas Frequent Flyer Members to enable them to redeem their Qantas Points for Retail Rewards.
1.2 These Terms are intended to inform Members who use the Rewards Store of the rights and obligations of Members and Qantas. It is the Member’s responsibility to read and understand them.
1.3 These Terms are effective from the date specified above and may be amended by Qantas from time to time. The current Terms are those available at qantas.com/RewardsStore.
1.4 Everyone who visits the Rewards Store will be bound by these Terms.
2.1 In these Terms unless the context otherwise requires:
'Accepted Payment Card' means a VISA, MasterCard or American Express credit or charge card, or such other form of card payment as approved by Qantas from time to time, which a Member must use to make a payment;
‘Australian Store’ means that component of the Qantas Store 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’ (and ‘Gift Voucher’) 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;
'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 Store’ means that component of the Rewards Store 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 select 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’ means points awarded to Members pursuant to the QFF Program Terms and Conditions;
‘Rewards Store’ means the service through which Members may obtain Retail Rewards by redeeming Qantas Points, Points Plus Pay or, for some products, paying the full price by card in accordance with these Terms and the QFF Program Terms and Conditions, and includes the Australian Store, New Zealand Store and the Frequent Flyer Service Centre;
‘QFF Program Terms and Conditions’ means the Qantas Frequent Flyer Terms and Conditions at https://www.qantas.com/fflyer/dyn/program/terms;
‘Retail Reward’ means a good, service, Gift Card or Gift Voucher advertised at the Australian Store or New Zealand Store that may be obtained by a Member in accordance with these Terms and the QFF Program Terms and Conditions;
‘Voucher’ means a pre-paid voucher, in paper or electronic form, which may be exchanged for specified goods or services.
3. Rewards Store
3.1 The Rewards Store comprises:
a) Australian Store - accessible online at the website qantas.com/RewardsStore;
b) New Zealand Store - accessible online at the website qantas.com/NZRewardsStore; and
c) Frequent Flyer Service Centre - accessible by emailing firstname.lastname@example.org or by calling Monday to Saturday between the hours of 8am and 7pm (AEST):
- 1300 662 859 in Australia;
- 0800 886 033 in New Zealand; and
- +61 2 8222 2562 from other countries.
When using the Frequent Flyer Service Centre, a ‘Reward Assistance Fee’ (see Fee Schedule) may apply.
3.2 To view a Retail Rewards catalogue online you are not required to login the Rewards Store. However, to place an order for a Retail Reward you must either:
a) login to a Rewards Store website using your Membership Account details; or
b) provide sufficient details to the Frequent Flyer Service Centre to verify your Membership.
3.3 The Rewards Store only accepts orders from current Members whose Membership has not been terminated or suspended.
3.4 You are not permitted to use another Member’s Membership Account details to access the Rewards Store or place an order for a Retail Reward.
4. Retail Rewards
4.1 Rewards Store offers a variety of Retail Rewards. The range and types of the Retail Rewards will change from time to time without notice at the discretion of Qantas.
4.2 The Retail Rewards offered at the Australian Store differs to those offered at the New Zealand Store.
4.3 You can order from either store. However, Retail Rewards offered at the Australian Store are only available for delivery to Australian addresses and those offered at the New Zealand Store 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 Select 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 Store requires payment in Australian dollars (AUD); and
b) New Zealand Store requires prayment in New Zealand dollars (NZD).
4.6 Select Retail Rewards can be ordered using cash only. For those items, an icon will appear next to the product description indicating that it is available to purchase with cash and members can shift the Points Plus Pay slider to zero points to show the cash only value.
4.7 Qantas Points could can be earned on the cash only and cash component portions of the Points Plus Pay purchase. Qantas Points will not be earned on any purchases where Points were used completely or any Points component where the Member used a combination Qantas Points and cash via Points Plus PayQantas Points will not be earned on any tax, delivery charges, gift cards or orders redeemed with a gift card.
4.8 Conditions may apply to individual Retail Rewards, and in such cases, the use of that item may be subject to further specific terms and conditions made by the third party supplier. These details and/ or, a link to a third party suppliers terms, may be provided in the product description. Please note:
a) All Gift Cards and Vouchers are subject to the retailer's terms and conditions and usually include an expiry date or validity period. See clause 5 for more details.
b) Certain conditions may be enforced by the suppliers, for example travel or experience related products may impose date and time restrictions.
c) Select products are subject to third party end use licences and regulations.
d) Legislative restrictions apply to the selling, supply and obtaining of classified products. See section 6 for more details.
e) Donations to charities will be made by Qantas. See section 7 for more details.
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 been filled.
4.10 Qantas may at any time, without advance notice:
a) withdraw, limit, modify, cancel or increase the availability of a Retail Reward;
b) modify the number of Qantas Points required for a Retail Reward; or
c) modify the minimum number of Qantas Points and monetary payment by way of Points Plus Pay required for a Retail Reward.
d) modify the amount of Points earned on eligible cash / credit card components of Member transactions at the Rewards Store.
4.11 Qantas makes all reasonable efforts to ensure that information provided about the 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.
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 expiry date or end of the period detailed on the Gift Card or Voucher. 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 web site, a link to which may be provided in the product description.
5.2 It may take up to fifteen business days after an order is placed to despatch a physical Gift Card or Voucher, as such it is your responsibility to allow sufficient time for the item to arrive. Orders for electronically delivered Gift Cards and Vouchers are not processed immediately and orders may be independently verified prior to despatch.
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 Member has 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.
5.5 Qantas is not responsible for the provision of any services supplied to a holder of a Gift Card or Voucher redeemed from the Rewards Store or for any misunderstanding between the holder of the Gift Card or Voucher and a supplier.
5.6 Gift Cards or orders redeemed with a gift card or voucher will not earn Qantas Points, even if purchased using cash or via credit card.
6. Classified Retail Rewards
6.1 Select Retail Rewards are subject to legislative age related restrictions, and the product description of any such Retail Reward 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’).
6.3 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.
6.4 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’).
6.5 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.
6.6 If Qantas is not satisfied that these requirements 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 Select Retail Rewards permit Members to redeem Qantas Points for Qantas to make a monetary donation to a charity.
7.2 Qantas will pay the dollar amount specified in the order to the selected charity within 90 days of the date of redemption.
7.3 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.
7.4 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.
7.5 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 Retail Rewards can be ordered:
a) online through the Australian Store or New Zealand Store website; or
b) by phone through Frequent Flyer Service Centre.
8.2 When using a Rewards Store website:
a) one order may contain multiple Retail Rewards; however, one order cannot contain Retail Rewards from both the Australian Store and New Zealand Store.
b) Once a session has ended (including if you logout), the shopping cart will be closed and the contents in shopping cart will not be saved.
c) When using the Frequent Flyer Service Centre, a ‘Reward Assistance Fee (see Fee Schedule) may apply to each separate order.
8.3 Orders from the Rewards Store will be processed only after:
a) Qantas has confirmed the Membership Account has sufficient Qantas Points to redeem the Retail Reward;
b) Qantas Points have been deducted from the Membership Account; and
c) if applicable, any monetary payment by way of Points Plus Pay or cash only has been authorised by the relevant merchant bank of the Accepted Payment Card.
8.4 When using Points Plus Pay or cash only payments, all monetary amounts include Goods & Services Tax (GST) where applicable.
8.5 The Frequent Flyer Service Centre may verify an order directly with the Member.
8.6 If you choose to redeem a Retail Reward using Points Plus Pay or cash only payments, the merchant for the transaction on your statement for your Accepted Payment Card will be Qantas and include the words “Qantas Frequent Flyer” or similar.
9. Changes to Orders
9.1 Order cancellation by the Member:
a) Subject to those changes permitted under Australian Consumer Law, where a member may change their order without incurring any fee, once placed, orders cannot be amended or cancelled by the Member.
b) Subject to 9.1 (a) above, Qantas Points will not be earned on any purchase or any part of a purchase that a Member returns, exchanges or cancels.
9.2 Subject to Australian Consumer law, changes to orders by Qantas:
a) Qantas reserves the right to refuse to provide any Retail Reward, terminate, remove or edit content or cancel orders (or part thereof) at Qantas’ discretion at any time. Without limiting the operation of any other Terms herein, Qantas will not be held liable for loss or damage arising from the exercise of these rights.
b) If Qantas cancels an order (or part thereof) a Frequent Flyer Service Centre representative will contact the Member and explain the reason for the cancellation.
c) If Qantas cancels an order (or part thereof) the Member will be provided with a full refund for the order (or that part). Subject to the reason for the cancellation, Qantas may offer the Member a substitute Retail Reward of equal value instead of providing a refund. The Member may decline to accept substitute.
10.1 The product description or check-out will detail the acceptable types of delivery address for that Retail Reward. Unless otherwise specified in the product description, Qantas will only deliver to:
a) physical address within either Australia or New Zealand;
b) post office address (PO boxes) for selected Retail Rewards; and
c) e-mail address for electronic Retail Rewards such as electronic Gift Cards and Vouchers.
10.2 It is the Member’s obligation to ensure the correct delivery address is provided at the time of ordering. Should the wrong address be provided, Qantas is not obliged to re-send the order to the correct address at Qantas’ expense, nor is Qantas liable for any loss to a Member due to incorrect address details being provided by the Member.
10.3 Each product description provides an estimated despatch time frame for the Retail Reward. Once the Retail Reward has been despatched by the supplier, Qantas may provide tracking information by email to the Member or update the ‘order status’ accessible through the Membership Account. While Qantas makes every effort to meet the time frames and dates provided, they are only estimates. Qantas does 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 by a different supplier and be delivered on different dates.
10.5 For a successful delivery, 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 supplier.
10.6 For Retail Rewards returned to the supplier, a Frequent Flyer Service Centre representative will attempt to contact the Member or the person named as the recipient to provide advice about the unsuccessful delivery and 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 an unsuccessful attempt to deliver the item, Qantas will refund the payment for the returned item, less any additional postage and delivery handling fees. To avoid these costs and inconvenience, please carefully consider the delivery address.
10.8 It is a Member’s responsibility to contact the Frequent Flyer Service Centre if a Retail Reward does not arrive by the estimated due date. Qantas will make enquiries and facilitate delivery.
10.9 If a Retail Reward is lost in transit (prior to delivery) Qantas will make enquiries, including checking the supplier proof of delivery processes. Qantas may require the Member and the proposed recipient to make a statutory declaration that the Retail Reward was not received. If Qantas provides a replacement and the original Retail Reward is subsequently delivered, the original Retail Reward must be returned to Qantas or its nominated supplier. In such cases, the Member should contact the Frequent Flyer Service Centre to organise the return.
10.10 Qantas may disclose any, or all, details associated with lost and replacement Retail Rewards to its suppliers and appropriate authorities.
10.11 Without limiting the operation of any other Terms, Qantas is not responsible for any loss or damage caused by late delivery or non-delivery of a Retail Reward.
10.12 Title and risk in all Retail Rewards passes to the recipient upon delivery. Qantas will not accept liability for any loss or damage arising from Retail Rewards lost, stolen or damaged after delivery has taken place.
11. Returns and Consumer Guarantees
11.1 As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased or redeemed from Rewards Store. Nothing in this clause affects any rights a Member may have and which by law cannot be excluded.
11.2 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.
11.3 We accept change of mind returns provided the product is returned in the condition received by the member with all original accessories and where possible any manuals and original packaging. Please contact our Qantas Frequent Flyer Contact Centre within 30 days from the date of delivery to arrange an exchange or return. Exclusions apply. Click here to view our Change of Mind policy
11.4 Subject to clause 11.1 and 11.2 above, The Reward Store does not award Qantas Points for the part of an order that a Member returns, exchange or cancels.
11.5 Damaged or faulty Retail Rewards on delivery:
a) If a product obtained through the Rewards Store 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, 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.
b) The Frequent Flyer Service Centre will liaise with Members and Qantas suppliers to facilitate the timely resolution of any damaged or faulty Retail Reward. Subject to the issue, a Qantas supplier and Member may be authorised to liaise directly with each other.
c) 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 must be returned in a new, unused or as new condition with all accessories and where possible any instruction manuals and 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 with the supplier (which will be at no cost to the Member), or arrange a refund. The Frequent Flyer Service Centre or supplier may then liaise directly with a Member or recipient of a Retail Reward to finalise any arrangements.
d) In the case of a refund:
- Qantas will credit the Qantas Points redeemed for that product to the Membership Account and refund any monetary payment to the Accepted Payment Card used.
- In the event that the refund to an Accepted Payment Card 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 exception of subscriptions, Qantas will not approve a partial refund for a Retail Reward.
- It may take up to ten 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.
e) If the cost to return the product was paid by the Member, and it is deemed that Qantas 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. Liability (including tax 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 the Rewards Store.
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 the Rewards Store 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 suppliers 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 the Rewards Store. 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 the Rewards Store website is protected by copyright. The websites 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 Trade marks (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 Rewards Store website and products, technology and processes contained on them may be the subject of other intellectual property rights owned by Qantas or by third parties. No licence is granted in respect of those intellectual property rights other than as set out in these Terms. Your use of the website must not in any way infringe the intellectual property rights of any person.
13.4 The Rewards Store website may contain links to, or frame, websites of third parties. Qantas is not required to maintain or update the 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 the Rewards Store website. 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 Rewards Store website.
13.6 You agree you shall not take any action that imposes a burden or load on the Rewards Store website that is unreasonable or disproportionate to the benefits Qantas obtains from your use of the sites.
14.1 By accessing the Rewards Store, placing an order or by completing your contact details and contact preferences in the Rewards Store, you consent to Qantas (including its related entities, agents and contractors acting on its behalf) collecting, using and disclosing that information for the purpose of:
a) Qantas or any of its related bodies corporate, 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 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.
14.4 Click here to view the Qantas Privacy & Security statement.
15. Resolution of Disputes
15.1 Subject to clause 12, 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.