Not sure if you're eligible for

Flybuys

's return policy?

Flybuys generally does not allow change-of-mind returns or exchanges on rewards redeemed using points. Once redeemed, Flybuys rewards are considered final, so be sure before confirming your choice.

However, Flybuys provides remedies under Australian Consumer Law if your reward item:

• Arrives faulty or damaged.
  
  
• Is significantly different from its description.
  
  

Key points:

• Report issues promptly: ideally within 4 weeks of delivery.
  
  
• Return conditions: Keep original packaging, accessories, and components for easier resolution.
  
  
• Exclusions:
  
  
  • Gift cards/vouchers are non-refundable.
    
    
  • Flybuys Dollars (store credit) can't be refunded to points once converted.
    
    
  • Travel bookings follow their own terms. Check the cancellation policy carefully.
    

If your reward arrives faulty or incorrect, here’s how to return it:

1. Contact Flybuys Service Centre:
   
   
   • Call 13 11 16 (Mon–Fri, 9am–7pm AET) or
     
     
   • Submit an enquiry via the Flybuys Help Centre.
     
     
2. Provide Essential Information:
   
   
   • Flybuys membership number
     
     
   • Order number
     
     
   • Product name and issue description
     
     
   • Photos showing any damage or faults
     
     
3. Follow Flybuys’ Instructions:
   
   
   • If required, Flybuys will provide a prepaid return label or arrange courier pickup.
     
     
   • In some cases, Flybuys may not require a physical return (photos may suffice).
     
     
4. Ship Item Back (If Requested):
   
   
   • Pack securely in original packaging.
     
     
   • Include provided Return Merchandise Authorisation (RMA) details clearly.
     
     
   • Retain postal/courier tracking information as proof of return.
     
     
5. Await Resolution:
   
   
   • Flybuys typically processes replacements or refunds promptly after confirming the issue.
     

Important timing and conditions for returns:

• Report issues quickly:
  
  
  • Ideally within 4 weeks of noticing a fault or incorrect item. The sooner you act, the smoother the resolution.
    
    
• Response Time:
  
  
  • Flybuys generally acknowledges claims within 1–2 business days.
    
    
  • Resolution (replacement/refund) typically completed within a few weeks.
    
    
• Refund Processing Time:
  
  
  • Points refunds usually appear in your account within approximately 3 business days after processing.
    
    
  • Cash refunds (for Points + Pay deals) typically appear in your bank within a few business days.
    
    
• Special Conditions:
  
  
  • Travel rewards have separate cancellation terms. Confirm clearly before cancellation.
    

Flybuys covers all return shipping costs for faulty, damaged, or incorrectly supplied reward products. They’ll either provide a prepaid postage label or arrange courier pickup at no cost to you.

Key details:

• No out-of-pocket postage cost if you follow Flybuys’ instructions.
  
  
• No restocking fees apply. 100% refund of points and any cash component is standard for valid returns.
  
  
• In some cases, Flybuys may waive the requirement to physically return low-value or impractical items, simplifying your experience.
  

How Flybuys processes refunds:

• Points Refunds:
  
  
  • Typically returned within approximately 3 business days.
    
    
• Cash Component (Points + Pay):
  
  
  • Refunded back to the original payment method (credit card/bank account) usually within a few business days after processing.
    
    

Example Scenario: A customer redeemed points for a kitchen appliance that arrived damaged. Flybuys swiftly refunded the points within a few days, requiring only photo evidence and no physical return of the faulty item.

Complex Scenario (Travel Bookings): If your Flybuys Travel reward advertised “free cancellation”, you should receive your points back fully upon cancellation. Be sure to keep booking confirmations and advocate for your consumer rights if disputes arise.

Points Expiry Note: Refunded points retain their original expiration properties (valid indefinitely if your account remains active, ie. earning or redeeming at least once per 12 months).