When you shop with Redeem, have the confidence in knowing that we work very closely with all of our approved Suppliers.
The guidelines of how we manage returns, refunds, repairs or replacements is outlined below.
This policy applies to all purchases made on the Redeem App
Any and all requests must initially be lodged / processed via the Redeem App.
- Please login to the app and navigate to the Menu;
- Please click on the Support tab in the Menu;
- Please click on the (+) symbol in the top right hand corner of the app to create a ticket;
- Please choose from your order history the purchase / item that you have an issue with;
- From the drop down menu, please select from one of the pre-populated headings;
- Please detail your problem / concern (inc. making any necessary comments);
- Please click OK to lodge the ticket
Once submitted, your ticket will immediately be sent to both the Supplier and to Redeem’s Support Office for processing. NB - You can view the status of any ticket via the app as all correspondence is saved here (for both Open and Resolved tickets alike).
Please allow up to two (2) business days to receive a response.
Returns will be subject to the returns policy of the relevant supplier. Redeem support office will liaise with the supplier and ensure the supplier responds to you in a timely manner.
If at any time during this process you have an additional concern / question please don’t hesitate to contact us on 1300 REDEEM (1300 733 336)
If you wish to cancel an order, Redeem will offer you a refund provided that the item purchased has not already been shipped by the Supplier.
If you wish to cancel an order, Redeem will use its best endeavours to process your request, however if the order has been processed by the supplier, cancellation will be at the suppliers discretion.
If the item has already been shipped then a refund is only available at the Supplier discretion.
Once the Supplier confirms acceptance of the returned item or cancelled order, a credit will be applied back onto your American Express® Card or other payment method as applicable.