Telstra Trade-In

Step 1: Sign into MyTelstra using your Telstra ID.

Step 2: Go to the 'Services' tab.

Step 3: Select the mobile number of the account you want credited.

Step 4: Scroll down and select 'Got an old device?'

Step 5: Follow the instructions in the trade-in portal.

The trade-in program is operated by Kingfisher Mobile Australia Limited. We provide elements of the offer as agents of Kingfisher who manage the trade-in process. We will guide you through to the Kingfisher trade-in portal, via MyAccount, to obtain a quote and complete your trade-in.

A Telstra ID gives you access to all the great features My Account and My Telstra has to offer. Accessing the trade-in portal via MyAccount ensures an authenticated process and replaces the need to provide physical identification.

If you do not have a Telstra ID, you can register for one here (https://id.telstra.com.au/register)

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 your device power on? Does the device have power and able to turn off and on, without being connected to a charger? Your device being able to power on is the minimum requirement to accept for trade-in.

Is the screen physically intact and free of LCD shading? An intact screen is one with 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 your device bent? Are there any slight or major bends in the device when viewing it without any protective casing?

Is your camera broken or chipped? Is there any visible damage on the camera, such as chips or cracks over the lens? Taking a picture on your device can assist in determining if there is any obstructions in the picture that isn’t noticeable from the exterior camera lens. Also consider if the device can simply take pictures.

Number of scratches and dents? A count on the number of visible scratches and indentations found on the device as a result of no phone case or protective screen, or unfortunate falls.

Is there discolouration on the device? When looking at your device in natural light, is there any discolouration noticeable on your device? Has the colour changed slightly or parts of the device are a different colour to the rest?

What is “Wear and Tear”?

General wear and tear is reasonably determined by us 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. Reply paid padded satchel sent

A padded satchel will be sent to the shipping address you provided in your order, it should arrive in about 3 business days. You will receive an SMS and email to let you know it has been sent, you will get a tracking number for the satchel so you know where it is and when it should arrive.

2. Restore your device to factory setting

Before you restore your device to factory settings, you can download the Telstra Device Care App to transfer and backup your data. Ensure all device tracking software such as Find My iPhone or Google Lock is turned off. Go to telstra.com/removetracking 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 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 https://mobilesupport.telstra.com.au

Please note if you have not completed these steps, your order may not be processed and your device will be sent back to you.

3. Send the device

PLEASE NOTE: ONCE YOU POST THE DEVICE IN THE PROVIDED RETURN SATCHEL, YOU WILL NOT BE ABLE TO RETRIEVE IT

1. Place your Trade-In device, in the padded bag.
2. Visit a convenient Post Office or Red Post Office Box to complete your return (see auspost.com.au/locate). 
3. Retain the tracking number on the padded bag and track your parcel at auspost.com.au/track
   It is important that you send the device back within 10 days of receiving the satchel. If it is sent later than 10 days, the device may be returned to you and your order automatically cancelled. The device will be sent back to the shipping address provided in your original order and where the satchel was first sent.

4. Trade-in credit

Once your device has been received and processed, you will receive an SMS and email confirming that your order has been completed. You can expect to see a credit with your quoted value appear by your second bill, or applied to your nominated bank account or credit/debit card within 30 days if you’re on an upfront mobile or data plan.

If you haven’t received your e-barcode, it may be because you are being sent a satchel. Check your order status email to confirm if you are receiving a satchel or an eParcel. 

If you are expecting an e-barcode, first check that it is not in your junk folder. If you still cant find the email, complete a new order and have a new barcode triggered.

You will be updated via SMS and email once the device has been received and processed, you are also able to track your device return using the tracking number that was attached to the satchel.

Once your device has been received at the warehouse, it can take up to 5 business days to process and complete your order.

If your tracking number is showing the device has been delivered and it has been greater than 10 business days, please contact us to investigate. 

Your credit should appear on the second bill after receiving the confirmation. This happens when the timing of the order completion and the date of your billing cycle are too close together, so your credit is applied to the next bill in your billing cycle.

If you’re on an upfront mobile or data plan, your credit will be applied to your nominated bank account or credit or debit card within 30 days.

In some occasions we have to return a device, this is most likely a result of being unable to process the device. There are a few reasons which could relate to security still on the device or perhaps the device was different to what was on the original order, you should receive information in the return package explaining exactly why.

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.

The trade-in program is managed by Kingfisher Mobile Australia Pty Ltd.  You may only trade-in a device from Kingfisher’s list of eligible devices.  The trade-in credit offer will vary depending on your device type, the model and the working condition of your device.  Device may be returned to you and trade-in credit not applied if: the condition of your device doesn't match that of your application; your data is not wiped; or device security locks or device tracking features are not disabled.  

Trade-In Terms and Conditions

Kingfisher Privacy Policy