Returns & Warranty

Last updated 17 October 2026

This policy explains how returns, faults and warranty claims work at Your Telco Shop (ABN 83 702 019 896). Nothing on this page limits your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply in addition to any manufacturer’s warranty and are not limited by the timeframes or fees below.

How each kind of return works

Situation	Tell us within	What happens
Damaged or missing items on delivery	2 business days of delivery	Send photos of the carton, label and item. We replace the goods or refund the order and cover the freight.
Faulty on arrival	14 days from invoice	Once the fault is confirmed we replace the item at no cost. You send the item back to us; we pay to send the replacement to you.
Faulty after 14 days	Any time your consumer guarantee rights apply	We assess the claim with the manufacturer and repair, replace or refund as the Australian Consumer Law requires. You send the item back to us; we pay to send the repaired or replacement item to you.
Change of mind	14 days from invoice	Unopened, unused and in original saleable packaging with all accessories. We refund the price paid for the item less a 15% restocking fee. The original delivery charge isn’t refunded, and you pay to send the item back.

The restocking fee applies only to change-of-mind returns. It is never charged on a faulty item, a damaged delivery or anything we sent in error.

Return shipping: the buyer pays the cost of sending items back to us. We cover return shipping for deliveries that arrive damaged and for anything we sent in error. If sending a faulty item back would cost you significantly (for example a large or heavy item), contact us first and we will arrange collection at our cost, as the Australian Consumer Law requires. Change-of-mind returns are always sent back at the buyer’s cost; we don’t arrange collection for them.

Items we can’t take back for change of mind

Software, licences, subscriptions and activation codes once supplied or activated.
Items configured, provisioned or set up for you (for example phones set up with your account details through our device setup service).
Special-order or non-stock items ordered in for you.
Headsets and earpieces that have been used, for hygiene reasons.

This does not affect your rights if any of these items are faulty.

Refurbished items

Refurbished items are pre-owned and are tested before sale. They are graded Almost New, Good or Usable, and the grade describes cosmetic condition only. Every grade must work as described.

Refurbished items come with a Your Telco Shop warranty against faults, counted from the invoice date:

Grade	Warranty
Almost New	12 months
Good	6 months
Usable	3 months

During the warranty period we repair or replace a faulty unit with one of the same or better grade, or refund it if no replacement is available. This warranty is in addition to your Australian Consumer Law rights. Cosmetic wear that matches the grade purchased is not a fault, and the warranty does not cover physical damage, liquid damage or faults caused by misuse or unauthorised repairs.

How to start a return or claim

Email sales@yourtelcoshop.com.au or call 03 8682 9945 with your invoice number and a description (and photos if relevant). Many faults are configuration issues we can fix over the phone.
We’ll give you a Return Authorisation (RA) number and the return address. Goods sent without an RA number can’t be matched to an order.
Pack the item securely, with all accessories and the RA number on the outside.
We’ll inspect the item and let you know the outcome, normally within 5 business days of receiving it.

Refunds

Approved refunds are paid to the original payment method, normally within 5 business days of approval. Trade account customers receive a credit to their account unless they ask for a refund.

Business customers

If you buy for business use, the consumer guarantees apply where the Australian Consumer Law says they do. Where they don’t apply, our liability is limited as set out in our Terms of Sale, to the extent the law allows.

Contact

Your Telco Shop · ABN 83 702 019 896 · sales@yourtelcoshop.com.au · 03 8682 9945