How do I return accessories?

If you have a faulty accessory, return it to us at no cost and we’ll undertake a product assessment. Once assessed, we’ll let you know if the product is eligible for a repair, replacement, or refund.

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    What are considered accessories?

    An accessory is a mobile phone accessory, tablet accessory, gaming or computer accessory, headphones, speakers, smart watch or consumer tech purchased from Telstra including purchases using Telstra Plus points.

    How to return a faulty accessory?

    If you’ve discovered a problem or fault with your accessory, you can initiate a return using our online returns form. Once we receive your form, we’ll send a digital return code via email or SMS containing an Australia Post Returns Label. This return code covers the cost of the return and packaging and no further paperwork is required. Take your return code and the item to be returned to your nearest Australia Post where you can pack and lodge your parcel. Once lodged, you’ll be able to track the parcel online. Please note, customer information may be shared with Australia Post to process the returns request. For more information, see the Australia Post Terms and Conditions. Once we receive your return at our warehouse and complete the assessment, we’ll process your replacement or refund (if eligible). You’ll also receive regular updates throughout the process, or you can check the status on the Telstra Device Care form. If you have any problem with the online returns form, you can also contact us for assistance with your return.

    What happens after we’ve assessed it?

    Once we get your return and check it, we’ll process your repair or replacement, give you a refund if you're eligible, or send the accessory back to you. If the product can be repaired but isn’t covered by the manufacturer’s warranty, we’ll let you know the cost and undertake the repairs if you advise us to. Please choose carefully as we don’t accept returns if you change your mind. Learn more about warranties and faulty products.

    Frequently asked questions

    Once your return is received at our warehouse and deemed eligible for replacement, you’ll receive your replacement in approximately five days. Time frames may vary according to the delivery location. Refunds, including any points redeemed for your accessory, may take longer to process but we’ll keep you updated.

    If we don’t have your exact product in stock, we’ll contact you to discuss your options.

    We’ll contact you to discuss your options. 

    No, the refund will be a like-for-like reversal of what you paid. E.g. if you paid 10,000 points and $50, you’ll get 10,000 points and $50 refunded.

    Accessories and Telstra Plus rewards may have a manufacturer’s warranty. You also have rights under the Australian Consumer Law called consumer guarantees. Learn more about warranties and faulty products.

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