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If you sign up to get an eligible handset or tablet on an eligible 24 month mobile or tablet plan, after just 12 months you can upgrade to a new mobile or tablet for a $149 fee, provided you return your handset or tablet to us undamaged and in good working order and take up a new eligible 24 month plan.

Find out what plans are eligible, and how to get that New Phone and Tablet Feeling here.   

Good to know:

  • You need to provide proof of identity and any other documentation we require
  • Telstra New Phone and Tablet Feeling isn’t available for Pre-Paid services
  • You can’t add New Phone Feeling to an existing plan
  • You can only swap a mobile handset for a mobile handset, or a tablet for a tablet
  • In order to upgrade, you will need to return your device to us undamaged and in good working order, and sign up for a new eligible 24 month plan.

Can I get a new device before 12 months is up?

Yes - but you will have to pay out any remaining device payments on your existing phone or tablet. The Telstra New Phone Feeling upgrade doesn’t apply until after 12 months has passed.

Can I keep my existing phone or tablet and get another device after 12 months?

Yes - if you’re on plan with Telstra New Phone Feeling you can keep your existing phone or tablet and also get a brand new device after 12 months.  
HOWEVER- you will have to pay out any remaining device repayments on your existing handset or tablet when you do so. The Telstra New Phone Feeling upgrade won’t apply.

Can I change my plan before 12 months, and still upgrade after 12 months?

Yes – you can change to a higher spend within the same plan family before 12 months is up, and still be eligible for a New Phone Feeling upgrade, as long as:

  • You keep your existing phone or tablet
  • You do not restart your 24-month term
  • Your new plan is Telstra New Phone Feeling eligible.

How do I return my existing phone or tablet?

There are two options:

  1. You can return your existing phone or tablet to us in store, when you upgrade to a new device.  We can support you in store with the content transfer, although for a quicker upgrade experience we suggest you complete this prior.
  2. You can return your existing phone or tablet to us in a pre-paid satchel, which we will send to you if:
    • You choose to leave the store with your existing phone or tablet as well as your new one at the time of upgrade; or
    • You sign up over the phone or online.

Good to know:

  • You have 14 days to return the original device along with the documents we included with the satchel; you need to sign them to transfer your device to our third party provider. Additional fees may apply if you don’t return your existing device within 14 days and/or sign the required paperwork. These fees may include mobile contract early termination charges and any remaining device repayments.
  • You just need to return the original device and battery – not accessories like power cords and headphones
  • We also accept devices that have been swapped or replaced with StayConnected Plus – our swap, replace and restore service – or devices replaced under warranty, insurance. If your phone has been replaced during the duration of the contract we may also ask for proof of replacement when redeeming New Phone Feeling.
    • In some cases through the StayConnected Plus or the Mobile Handset Faults and Returns process an earlier model device of a lower value may be offered as a replacement. These won’t be accepted when redeeming New Phone or Tablet feeling. If Telstra deems your device to be of a lesser value to the device you originally signed up for all remaining early termination charges and device repayment amounts will apply.
       

What if I damage or lose my existing phone or tablet?

  • In order to be eligible for a New Phone or Tablet feeling upgrade you need to return your device to us undamaged and in good working condition.
  • If we can’t accept your device because it’s damaged, we’ll contact you within 14 days to discuss your options;
    • You can have the damage repaired yourself by an authorised repairer. We will return your device to you and our Telstra Device Care team will advise you on the time frame you would have to return the repaired device. If not repaired and returned to us within the timeframe provide all remaining early termination charges and device repayment amounts will apply.
    • We can organise to repair your device for a fee. The fee will depend on your phone or tablet’s make and model and the amount of damage.

What do you call ‘good working condition’?

A phone or tablet that is undamaged and in good working order is one that is fully functional as intended and is not physically damaged, except minor scratches and other normal wear and tear, as reasonably determined by us. 

A good working phone or tablet:

  • turns on and off;
  • functions normally (for example, it is capable of making and receiving calls and connecting to the internet and any touchscreen functions as intended);
  • includes a fully functioning battery;
  • is free from physical damage except normal wear and tear (for example, it does not have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM/SD card reader);
  • does not have any missing, disassembled, customised or non-original parts;
  • has all activation and device locking features disabled (eg. Find My iPhone on iOS devices); 
  • IMEI is not blocked.

Before returning your phone or tablet, you should;

  • Erase all personal or confidential data and reset to factory settings.
  • Remove your SIM and disable all device or activation locks.
  • If you forget to wipe your data or remove your SIM from your phone or tablet, we will permanently erase all data and destroy your SIM, as per industry practice.
  • If you leave any locks on your device, we won’t be able to accept it.
  • Turn off location/locking features such as ‘Find My iPhone’
  • Transfer all data that you want to keep

Want more information?

Can I pre-order a new device and still get that Telstra New Phone Feeling?

Yes – as long as;

  • You’ve had your existing phone or tablet for at least 12 months on a plan with Telstra New Phone Feeling
  • Your phone or tablet is undamaged and in good working condition.

Can I pre-order a new device if I’ve had my existing one for less than 12 months?

If you want a Telstra New Phone Feeling upgrade, you will need to wait until you’ve reached the 12-month mark to place your pre-order.

If you want to upgrade earlier, you can do so, but you will need to pay any remaining device repayments in full when you upgrade.

If the expected delivery date for a back-order is the same date I that reach the 12 month mark, can I place the order early?

If you want a Telstra New Phone Feeling upgrade, you will still need to wait until you’ve reach the 12-month mark to place your pre-order.

If you want to upgrade earlier, you can do so, but you will need to pay any remaining device repayments in full when you upgrade.

How do I check when I can redeem my Telstra New Phone Feeling?

To find out when you can upgrade your device with Telstra New Phone Feeling:

  1. Log into the Telstra 24x7® App and check the ‘add-ons’ section
  2. Log into Telstra 24x7 My Account and check the ‘plan details’ section.

Important legal rights called Consumer Guarantees

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. 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 Faulty products-know your rights.

 

 

 

 

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