How do I upgrade or replace my device?

You can return your device in store, over the phone or online. 

You’ll need to return your old device within 14 days of entering your new eligible service plan, or at the time of purchase if returning in store. 

Here's how the digital returns process works:

1. Start the return process 

   Once you lodge your return request, you’ll receive an Australia Post digital return code via email or SMS from Telstra within 24 hours. 

   Good to know: Timeframes will be affected if there are delivery delays for your new device.

2. Prepare your device 

   You’ll need to back up your data and remove all activation locks from your device. Find out more about what you need to do to prepare your device for return.

3. Return your device 

   Visit the nearest Australia Post to lodge your parcel; no paperwork or payment is required. They’ll scan the QR or barcode or use the return code you’ve received. You’ll be able to track the device online. 

   Customer information may be shared with Australia Post to process the returns request. Terms and conditions can be viewed on Australia Post.
    

I didn't receive an email or SMS

Double check your plan’s extras to see if you’re supposed to receive a return barcode or use a return satchel.

If you're meant to receive a return barcode but didn't, please contact us or chat now.

Before returning your device, make sure you’ve backed up your data, turned off locking features, removed your SIM card, and factory reset it. Follow these steps:

1. Back up your device. Save your contacts, messages, photos, videos and music to your computer, a cloud service, SD card, or external hard drive
2. Remove your SIM card and factory reset your phone
3. Device or activation locks and services like ‘Find my iPhone’ or ‘Find my Device’ may prevent your device from being wiped and factory reset. Customers who return locked or tracked phones may be charged a fee.
    

Turn off ‘Stolen Device Protection’ on Apple devices:

Turning off Stolen Device Protection when you’re at a Telstra store, outside a familiar location, may cause a one hour security delay.

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

Turn off 'Find my iPhone' on Apple devices:

1. Open Settings on your device
2. Select your name
   
3. Select Find My [Device], then toggle the switch to turn it off
   
4. Enter your Apple ID password
   
5. Select Turn Off.
   
   

Turn off 'Find my device' on Android devices:

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

For further information on these steps, go to device guides and select your device.

When you place an order to upgrade your device, we’ll conduct an assessment of its condition. The outcome will be one of 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
• Functions normally (for example, it’s capable of making and receiving calls and connecting to the internet and has a fully functional touchscreen as intended)
• Includes a fully functioning 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 any missing, disassembled, customised or non-original parts; has all activation and device locking features disabled (e.g Find My iPhone)
• Has had a factory reset performed
• Is not IMEI blocked
  

The images below are examples of what is considered damage and NOT normal wear and tear:

If you don't return your device, your Upgrade & Protect offer becomes void and depending on the device offer you have subscribed to, you'll either need to pay an early termination charge for the remainder of your device repayment term, or a fee which amounts to the Fair Market Value of the device. If your device was replaced under warranty, or insurance, you'll need to provide proof of replacement. 

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.