Returns & Exchanges

This policy applies to products purchased from the Airpoints™ Store website (Airpoints Store).

Change of mind exchanges

Once a reward has been issued, it cannot be returned or exchanged for Airpoints Dollars, cash or other products. Some of our partners are happy to offer you a change of mind exchange for another item from their store via either their retail or online stores. Please refer to the delivery section of the items’ page for accurate exchange information.

If a partner accepts exchanges, item(s) can be exchanged subject to the following conditions:

  • Proof of purchase is accompanied with the returned merchandise;
  • The merchandise is unworn, unwashed, unused and in its original condition with all tags and packaging intact;
  • Any costs, such as postage and handling, the occur as a result of the return and exchanged are the responsibility of the customer;
  • Any discounts received will be carried over in all exchanges. If the exchanged item is of lesser value than the original item(s), any Airpoints Dollars or cash unused towards the exchange will be forfeited.

If the item qualifies for a change of mind exchange and you would like to make a change of mind exchange, please contact us.

Exceptions to our change of mind policy

If a partner chooses not to accept a change of mind exchange, the item cannot be returned or exchanged for Airpoints Dollars, cash or other products. Please refer to the delivery section of the item(s) page for accurate exchange information. Due to hygiene reasons, and cosmetics, earrings and underwear are unable to be exchanged.

Change of mind refunds

The Airpoints Store does not accept change of mind refunds for cash or Airpoints Dollars.

Faulty Items

All rights under the Consumer Guarantees Act 1993 apply to purchases made via the Airpoints Store, so if your item is faulty or has arrived damaged, please contact us.

Our partners may offer to repair or replace any order if the goods fail to be of acceptable quality and the failure does not amount to a major failure. All faulty exchanges, replacements or returns require proof of purchase (which may include the invoice, credit card statement or other payment statement) to be shown at the time of making the request.

Faulty or incorrect deliveries

At the Airpoints Store, we take extreme care working with our partners to ensure your item(s) are delivered correctly and as new. However, if for any reason you find that one of your items are faulty, or we have not delivered what you ordered, please contact us.

Delayed or cancelled orders

All rewards are subject to availability. If there is a delay in being able to deliver an item as per the time frame on the item(s) product page, we will email you with the updated dispatch time. In this event, you have two options:

  • Wait until the order is ready for dispatch. We'll keep you updated by email once it's on the way; or 
  • Contact us to cancel the order, and recieve a full refund.

Refunded orders

In the event of a faulty or cancelled order, you will receive an email to confirm your refund, which will depend on the original payment method:

  • If you paid with Airpoints Dollars in full, your Airpoints account will be credited the order amount. Please note that it may take up to 24 hours for the updated balance to show in your account.
  • For orders paid using Airpoints Flexipay, the amount of Airpoints Dollars and NZD you receive will be proportional to the percentage of Airpoints Dollars and NZD that you made the original purchase in. This percentage is based on the average split across all items eligible for Flexipay from the transaction. This is the case whether you’re returning a single item or all items from your order.

Still got questions?

Please contact us.

Or call 0800 021 777

Monday to Friday (excluding public holidays)
NZDT 8am – 6pm