Repair Or Replace A Faulty Or Damaged Device With Telstra

If your device is damaged or not working, it may be eligible for repair or a replacement. You can check your device warranty under Services in My Telstra.

Good to know: If you’re paying for Upgrade & Protect with your device repayments, you may be eligible to upgrade or replace your device during the repayment term. Learn more about Upgrade & Protect. Charges may apply.

If you want to trade in an old phone, tablet or smartwatch, find out how to turn your old device into credit.

Returning your device

You can submit a return request online, in store or over the phone.

Important

You’ll need an active email address to receive confirmation of your return. If you submit a return online, you’ll also need your Telstra ID.

To start a return:

Submit a return request online or over the phone
We’ll send an email or SMS with your eParcel return label within 72 hours of your return request. You’ll need to share this with Australia Post when submitting your return
Prepare your device. Back up your device and remove any activation locks. Find out what else you need to prepare your device for return
Return your device. Visit your nearest Australia Post with your device and eParcel return label. No payment or paperwork is required. Once your tracking details become available, you can track your parcel online.

Your information may be shared with Australia Post to process the returns request. View Australia Post Terms and conditions.

Important

If your device is not working and under warranty, you’ll need to provide proof of purchase, such as a tax invoice from us or a Telstra dealer. Warranty is only valid when the fault or damage is not due to misuse.

If you didn’t receive a confirmation email or SMS, we’re here to help. Chat now or find other ways to contact us

Before returning your device, make sure to complete the following:

Back up your device. Save your contacts, messages photos, videos and music to your computer, a cloud service, SD card, or external hard drive
Turn off ‘Find my iPhone’ or ‘Find my device’. If you leave this feature on, it may prevent the device from being factory reset and you may be charged a fee and your device will be returned to you unrepaired
If you have an Apple device, turn off ‘Stolen Device Protection’
Remove your SIM card if you have one. If you use an eSIM, remove it from your device settings, then factory reset your device.

Turn off 'Find my iPhone' on Apple devices:

Open Settings on your device
Select your name
Select Find My, then Find my iPhone and toggle the switch to off
Enter your Apple ID password
Select Turn Off.

Turn off 'Find my device' on Android devices:

Open Settings on your device
Select Security
Select Find My Device, and toggle the switch to turn it off.

Remove an eSIM profile from your device:

Go to Settings
Choose Mobile Data or Network & Internet, depending on your phone
Select the eSIM you want to remove
Go to Erase SIM, depending on your phone.

For more information on how to manage and troubleshoot your device, read our device guides.

Turn off ‘Stolen Device Protection’ on Apple devices:

Go to Settings, then Face ID & Passcode
Enter your device passcode
Select Stolen Device Protection, then turn it off.

Important

If you turn off ‘Stolen Device Protection’ while at a Telstra store outside a familiar location, there may be an hour security delay.

You can submit a return request online, in store or over the phone. Refer to How do I return my device?

You can check your device warranty in My Telstra.

My Telstra app:

Go to Services
Select your service
Scroll down to What Next?
Select Check Device Warranty and follow the prompts.

My Telstra in a browser:

Go to Services
Select your service
Scroll down to More with your service
Select Check device warranty.

For products you buy from us, you have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer's warranty or Telstra policies and can apply even after the manufacturer's warranty has ended.

You're entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is 'major'. For more information about what constitutes a 'major' fault, consumer guarantees and your return rights, please visit our page on faulty products – know your rights.

Device assessment

Once we receive your device, we’ll assess its condition.

The results can be the following:

Good working order
Minor damage and/or cracked screen
Damaged beyond repair.

A device in good working order and undamaged is generally one that is fully functional as intended and not physically damaged other than normal wear and tear (such as minor superficial scratches). For example, the device

turns on and off
works normally, such as making and receiving calls and connecting to the internet
has a functional touchscreen and battery
is free from physical damage except normal wear and tear (for example, it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader)
doesn’t have missing, disassembled, customised or non-original parts
has all activation and device lock features turned off, such as ‘Find My iPhone’
has been factory reset
does not have a locked IMEI.

These images show damage not caused by normal wear and tear:

Example of phone with minor wear and tear scratches

Example of phone with minor wear and tear scratches around the edges

Example of phone with minor wear and tear scratches on the home button

Example of phone with minor wear and tear scratches on the edges

We’ll send you an email or SMS once we’ve assessed your device.

Good to know: The cost estimate to repair or replace your device may change if our assessment does not match the details provided in the return request.

If your device is out of warranty, you’ll be shown an estimate based on the reason for your return. After we’ve assessed your device, we’ll confirm the fee to repair or replace your device via email or SMS.

How do I repair or replace my device?