VELOCITY FREQUENT FLYER REWARDS STORE TERMS AND CONDITIONS
Velocity Rewards Store
With hundreds of products to choose from (think gift cards, the latest technology and electronics, fashion, cosmetics, travel accessories and more), the Velocity Rewards Store gives you plenty of choice to redeem your Points for the stuff you want.
The Rewards Store is run with the help of Collinson Group Pty Ltd ACN 083 835 661 (Collinson). Collinson sources and manages retailers who offer products and services (products) for sale at the Rewards Store. When we say retailers, we mean the business that supplies the product to you. You may see the retailer referred to as the merchant/partner on the Rewards Store.
In addition to these Terms, your use of the Rewards Store is subject to any terms and conditions published by Collinson on the Rewards Store or linked from the Rewards Store (e.g. retailer terms and conditions). These Terms will apply instead of the retailer’s conditions to the extent of any inconsistency.
Products available through the Rewards Store may change at any time.
Ordering from the Rewards Store
You’ll need to log in to your Velocity account before you can order from the Rewards Store.
The total number of Points required to buy a product is published on the Rewards Store and may change at any time (e.g. sometimes we offer discounts). The payment portion includes an amount for shipping and credit card surcharges. We may also allow you to pay for some products using a combination of both Points and debit/credit card payment.
Rewards Store orders are processed after Points have been deducted from your Velocity account, and debit/credit card payment (where relevant) for the order has been authorised by the relevant bank and Collinson.
When your products will be delivered
Rewards Store orders are usually delivered within 14 business days (excluding public holidays) of the order being successfully processed (i.e. Points and any cash payment are received).
Your delivery address for Rewards Store orders must be a physical address in Australia or New Zealand (PO box not accepted). Deliveries won’t be made outside Australia and New Zealand.
If the product you order can’t be delivered the first time, you’ll be contacted to arrange re-delivery. If a re-delivery attempt is unsuccessful, then the product won’t be delivered. Any cash payment towards the product will be refunded to the debit/credit card you used and the Points you redeemed for the product will be returned to your Velocity account (excluding all delivery charges).
When you can get a refund, replacement or repair
You’re entitled to the benefit of statutory consumer guarantees for products you get from the Rewards Store. Nothing in these Terms limits or excludes your statutory rights as a consumer under the Australian Consumer Law (in Australia) or Consumer Guarantees Act (in New Zealand).
If a product has a major failure, you can reject the product and seek a replacement or refund. You can also have a product repaired or replaced if it fails to be of acceptable quality and the failure doesn’t amount to a major failure. Please refer to the Australian Competition and Consumer Commission (ACCC) government website, or New Zealand consumer protection government website for more details on your rights.
Refunds or replacements aren’t provided if you change your mind or make a wrong selection. Please carefully check your order before buying through the Rewards Store. Subject to your non-excludable statutory rights, products won’t be replaced if stolen, lost, damaged, destroyed or otherwise altered after delivery. Please inspect a product as soon as possible after delivery to confirm it matches the description provided and is of acceptable quality.
If you have an enquiry relating to a purchased product (e.g. the product is damaged or faulty upon delivery), please contact the merchant using the details provided on your order confirmation. You can also contact Collinson using the Member Support page , or call the Membership Contact Centre
You’ll receive all reasonable assistance in relation to claims you make for damaged or faulty products, including as applicable:
• the retailer or Collinson collecting a faulty or damaged product from you and sending a replacement in accordance with the retailer’s obligations; or
• providing you a refund of any cash payment (if applicable) including delivery charges;
• returning Points redeemed for a product to your Velocity account (this may take up to 30 days to be processed).
Our liability is excluded to the extent allowed by law
Subject your non-excludable statutory rights and to the extent allowed by law, we and Collinson:
• don’t endorse or warrant any guarantees, conditions, warranties, representations, brands or products that are accessible through the Rewards Store;
• aren’t liable for any guarantees, conditions, warranties or representations with respect to the type, quality, standard, fitness or suitability for any purpose, of any product you get through the Rewards Store; and
• aren’t liable for any loss, claim, damages or expenses arising in connection with use of the Rewards Store, products obtained through it or any interaction or transaction in connection with it.