Return a product I purchased in the Rewards Store
Learn when you can request a return for a product purchased in the Telstra Plus Rewards Store in My Telstra app, how to submit a return request online, and what happens next.
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What can I return?
This returns process applies to products purchased through the Telstra Plus Rewards Store in My Telstra app.
- If you need to request a device repair/replace for a mobile device, go to How do I repair or replace my device?
- If you need to return an accessory purchased through t.com shop, go to How do I return accessories?
How do I submit a Telstra Plus Rewards Store return?
Before you submit a return request, make sure you have:
- Your Telstra ID to sign in
- Details of what went wrong, so you can describe the issue in the online form
- A photo of the faulty or damaged product (if relevant), ready to upload
- The email address and phone number you have listed in your account.
To request a return using the Concierge team enquiry form:
- Go to Concierge team enquiry form
- Sign in with your Telstra ID
- Enter your order details and describe the issue with the product
- Upload photos (if your item is faulty or damaged)
- Submit the form
- Save your case number from the confirmation page.
After you submit your request, we’ll keep you updated about the outcome.
How do I return my product?
Once your return request has been received and assessed, you’ll receive an email from our concierge team advising what you need to do.
If you’re required to return the product, we’ll email you a return label / QR code (eParcel) to send your item back.
Preparing your product for return:
- Pack the item securely in its original packaging if possible (original packaging is ideal but not required for returning faulty products)
- Print the return label and attach to your parcel (If you don’t have a printer, quote your return reference number at Australia Post and they can print the label for you – with this label we cover the cost of return)
- Take the parcel to any Australia Post outlet (or if printing and attaching the return label yourself, you can drop in any Australia Post Street Posting Box)
- Keep your Australia Post receipt and/or return tracking details.
Frequently asked questions
Returning a Rewards Store product
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
- there’s a product recall issued by the manufacturer (managed on a case by case basis)
- the item does not meet a manufacturer’s voluntary warranty or otherwise does not meet a consumer guarantee under the Australian Consumer Law.
No. Change of mind returns aren’t accepted for Telstra Plus Rewards Store purchases.
Products purchased via the Telstra Plus Rewards Store cannot be returned, refunded, or exchanged in a Telstra Retail store. Please submit any return requests via the Concierge team enquiry form.
Please submit your return request as soon as possible after you become aware of the issue. This helps our team to assess your request and resolve it efficiently.
Our preferred timeframe to contact us depends on the reason for your return.
- For faulty products or products, within manufacturer’s voluntary warranty period, contact us as soon as possible (refer to manufacturer’s voluntary warranty period – typically 12 – 24 months).
- For damaged products on arrival, incorrect product received or products not working as expected, contact us as soon as possible but within 30 days;
- For products not of acceptable quality or otherwise in breach of the statutory guarantees under the Australian Consumer Law, contact us as soon as possible after identifying the issue, but within 30 days provided the issue arises within a reasonable period of time from purchase, depending on the nature and value of the product.
- For delivery issues including lost in transit and never delivered to you, contact us as soon as possible but within 10 business days of expected delivery date.
Once a refund is approved, points and any cash component (as applicable) are refunded within 7 business days.
Refunds are processed as like-for-like reversals of your original payment method. This means:
- If you paid with points + cash, you’ll be refunded points + cash (for example, 10,000 points + $50 becomes 10,000 points + $50 refunded)
- You can’t choose a points-only or cash-only refund if your original payment included both
- If Telstra provides a refund, any points earned are removed from your balance.
For more information on refunding points, read our Telstra Plus Terms & Conditions.
You will be advised of the assessment outcome by email or SMS. If the seller assesses the item and finds no fault (or the fault occurred after delivery), your refund may be denied. What happens next with the item can vary, including whether it’s returned to you or disposed of.
Faulty products and your right
Yes. If your product falls into one of the listed categories under the What are the acceptable reasons for return section you are entitled to a refund. You may also be entitled to a repair or replacement.
No, original product packaging isn’t required when returning faulty products. You’ll still need to pack the item securely for return.
For products you buy from us, you have legal rights known as Consumer Guarantees under the Australian Consumer Law. Where a product is faulty, you may be entitled to a remedy (repair, replacement or refund), and the remedy depends on whether the fault is major or minor.
Where you are entitled to a remedy and your return is approved, Telstra’s preferred approach is to provide a refund to your original payment method, including any Telstra Plus points and cash component paid (as applicable).
For more information about warranties, Consumer Guarantees and your return rights, learn more about Faulty products – Know your rights.
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