What can I do if my order is faulty or defective?
If your order is faulty or defective, you can contact Telstra on 13 22 00. If you are eligible for a return, Telstra will advise the next steps.
Please note that we cannot offer exchanges or accept returns via any Telstra stores or via the telstra.com website.
How do I return my order?
To request a return:
- You need to contact Telstra on 13 22 00 where our teams will assist you.
- Once the return is received, Telstra will assess the request and contact you with the details of the refund if eligible.
Please note that we cannot offer exchanges or accept returns via any Telstra stores or via our telstra.com website.
Will I get a refund?
Yes, if the item is found faulty or defective. You will receive a refund via the same payment method that you paid originally.
No, if an item was damaged intentionally or by wear and tear (e.g. broken straps from use) we can’t repair it.
How long will it take?
We try to process returns as quickly as possible, but please be aware that it can take up to 21 days to process a return during busy periods.
Faulty products – know your rights
Even with the great products and services we offer, we know that sometimes things can go wrong. The good news is, you have a number of rights when your product is faulty. We’ll help you explore your options under the manufacturer’s warranty, our policies and your legal rights called Consumer Guarantees.
Note that while this page deals with faulty products, consumer guarantees also apply in relation to services. Refer to the document titled ‘Important Warranty Information’ found with Our Customer Terms information here - https://www.telstra.com.au/customer-terms/home-family for more information including about your rights in relation to relevant service failures.