Faulty products – know your rights

Our products, including mobile phones, have a manufacturer’s warranty which covers manufacturing faults with the product on particular terms set by the manufacturer. You’ll usually be entitled to a replacement or repair of your product if a manufacturing fault happens during the term of the manufacturer’s warranty period.

As well as the manufacturer’s warranty, we also have particular Telstra policies by which you may be entitled to have your device replaced. For example, in relation to mobile devices, this includes our Dead on Arrival (DOA) and Early Life Failure (ELF) policies where you may be entitled to a replacement device if it stops working shortly after you bought it. Ask us about these policies and your eligibility by contacting your local Telstra Representative.

For products you buy from us, you also 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.

If you are a consumer under the Australian Consumer Law, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service. Sometimes you can ask us to pay you back for your reasonable costs in making a warranty claim (for example, the size of the product means that it can’t be returned without significant 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 'minor' or ‘major’.

A minor fault is a fault that can be fixed within a reasonable time and does not prevent the product from being used safely or substantially for its normal purpose.

A major fault includes a fault that would make the product unsafe, substantially unfit for purpose (either the purpose for which the goods are commonly used or a specified purpose which was disclosed to the customer prior to purchase), or would normally stop someone from buying the particular product if they’d known about the nature and extent of the fault.

If your product has a major fault, you can choose whether to have it repaired, replaced, or to receive a refund. If applicable, you may even be able to end the service contract that is connected with the faulty product. If your product doesn’t have a major fault we’ll replace or repair your device within a reasonable time. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. If possible, you should back up your data as the repair process may result in the loss of any data stored on your device.

Please make sure you let us know if there is a particular solution you would like so we can capture and consider this when assessing your issue.

For more information about Consumer Guarantees and your return rights, please visit the ACCC website.

The manufacturer’s warranty, our policies and Consumer Guarantees don’t apply if you have damaged your device, accessory or product. For devices, this can include exposing the device to moisture (usually referred to as ‘liquid ingress’) or dropping it. Sometimes you might not know that you caused the fault. Even if you’ve caused damage to your device we’re still here to help. However, you may need to pay a fee to have your device repaired or replaced. An assessment fee can also apply.

To request a return using the Concierge team enquiry form:

1. Go to the Concierge team enquiry form
2. Sign in with your Telstra ID
3. Enter your order details and describe the issue with the product
4. Upload photos (if your item is faulty or damaged)
5. Submit the form 
6. Save your case number from the confirmation page.

After you submit your request, we’ll keep you updated about the outcome.

Acceptable reasons for a return of Telstra Plus Rewards Store purchases are where: 

• the product is faulty, unsafe, or not of acceptable quality (including within a manufacturer’s warranty period)
• the product does not match its description, sample, images or demonstration model
• the product arrived damaged or is not working as advertised
• you received the incorrect product
• the product was lost in transit and never delivered to you.

Explore how to Return a product I purchased in the Telstra Plus Rewards Store

Before we can give you a solution, your mobile device will need to be sent to our trained technicians. Our experts will assess your device and check if there’s a fault and what caused the fault. It’s helpful if you provide as much detail about the fault as you can, particularly if it doesn’t happen all the time. Once your device has been assessed, we’ll let you know the outcome and if the mobile phone is being repaired or replaced, have it delivered to your nearest Telstra store or nominated address. We’ll let you know when it’s ready for in-store collection, usually by SMS. Once we’ve received your mobile phone, this process should take around 4-6 days, unless unforeseen delays occur. If this happens, we’ll contact you. 

If your device has a major failure and you’ve asked for a refund then we’ll contact you to confirm we’re processing your refund within 5 business days. We’ll refund you the amount you’ve paid for the device within 5 business days by cheque, electronic funds transfer to your nominated bank account or deposit onto your Telstra billing account, depending on what you’d prefer.