Trade-in

1. Download the Kingfisher Trade-In app
   Open Kingfisher Trade-In on the device you intend to trade in. If the device is a smart watch, use paired device.
   Download the Kingfisher Trade-In app for iPhone or Android.
   
   
2. Complete device assessment
   Follow the step-by-step guide to get an estimate on your device’s trade-in value.
   
   
3. Send your old device
   Drop off your device to a Telstra store or your nearest Australia Post outlet. You’ll receive notifications to track the progress of your request.
   
   
4. Get credit
   Once your device has been assessed and accepted, we’ll apply credit to your account.

Kingfisher Mobile Australia Limited is an independent partner company that operates the trade-in program. We provide elements of the offer as agents of Kingfisher who manage the trade-in process.

Kingfisher Trade-In will firstly provide you with a quote for your device based on the make and model, which you can then decide if you wish to proceed or not. 

From there, you will need to perform a series of tests and answer a few questions to confirm the actual value. 

Once you’ve accepted your quote, you can drop off your device in a Telstra store or at Australia Post using the eParcel details sent to you.

The trade-in portal will firstly provide you with a quote for your device based on the make and condition, which you can then decide if you wish to proceed or not.

What you will need to provide, in order to give you an accurate quote, are details on the make, model, colour and storage size of the device. You will also be asked a series of questions to understand what condition your device is in, for example does it turn on and off?

Customers will not be able to trade-in their device by leaving it at a Telstra Store.

Does the device power on?

Does the device turn off and on without being connected to a charger?  (This is the minimum requirement for trade-in.)

Is the screen free of cracks and chips?

An intact screen has no cracks or deep scratches. A device free of LCD shading should not have any spots or show any signs of internal screen damage such as dimming or discolouration in the screen.

Is the back or outer casing (including camera) free of cracks, fractures or bends?

Are there any slight or major bends in the device when viewing it without any protective casing?

Is there any visible damage on the camera, such as chips or cracks over the lens?

Taking a picture on your device can help show any obstructions that aren’t noticeable on the exterior camera lens.

Also consider whether the device can simply take pictures.

What is wear and tear?

General wear and tear is reasonably determined by Kingfisher and only extends to minor superficial scratches, dents and marks.

For example, liquid damage, cracked or a discoloured screen or casing, connector damage, or a faulty or broken SIM reader do not classify as Wear and Tear.

Once you submit your order there are a few steps that we will take and a few steps we will need you to do.

1. Choose your return point

Open Kingfisher Trade-In. 

Choose to return your old device to:

• an Australia Post outlet (You’ll receive a return code)
• a Telstra store (You won’t receive or need a return code)

2. Restore your device to factory setting

Ensure all device tracking software such as Find My iPhone or Google Lock is turned off. Go to remove tracking for tips on removal.

Then you are ready to return your device to factory settings. Although all devices are different, most phones follow a similar path to clear the data. Just go to into your general settings and restore the factory settings, which will wipe all data off the device. For specific instructions for your device go to mobile support.

Please note, you must complete these steps prior to handing in your device.

3. Return the device

Note that you have 21 days from accepting your trade-in quote to when the device must be dropped off for return. If you haven’t dropped off your device after 21 days, you will need to submit a new trade-in request.

Please note: once you return your device to a Telstra store or Australia Post outlet, you won’t be able to retrieve it.

Take your device to: 

• an Australia Post outlet (with your return code)
• a Telstra store

4. Receive your trade-in credit

Once your device has been received and processed, you will receive an SMS and email to confirm this. Your credit will be applied within the next few days.

Check your order status to confirm your return method.

If you are expecting an e-barcode, first check that it is not in your junk folder. If you still can’t find the email, complete a new order to generate a new barcode.

You will be updated via SMS and email once the device has been received and the credit applied. 

You can also track your device return using the using the Australia Post tracking number.

Or via the Kingfisher Status Tracker included in each SMS and email. 

Your credit should appear on your account within a few days of confirmation. 

It will also be on your next bill, or the one after.

If you have received a credit for your device trade-in but believe that it is different to your quote, please contact us to investigate.

If you have issues using the Kingfisher Trade-In app, call Kingfisher on 1300 919 010.

If you have queries about your credit, please contact Telstra.

The trade-in program is managed by Kingfisher Mobile Australia Pty Ltd. To be eligible for the trade-in program, you must be aged 18+, with a post-paid service with us. You may only trade in a device from Kingfisher’s list of eligible devices. Devices subject to Telstra Mobile Lease Plans are ineligible. The trade-in credit offer will vary depending on your device type, model and condition.