Applies to: Handsets rented from Telair (uPBX and other hosted voice services)
Short answer
Yes. While you are renting a handset from Telair, we own it and we are responsible for it. If it develops a fault or wears out through normal use, we will repair or replace it at no charge for as long as your rental continues. This includes after your minimum contract term has ended, while you keep renting month to month.
Your cover does not end when the manufacturer’s warranty ends. The manufacturer’s warranty matters when you buy a handset outright. When you rent, Telair stands behind the handset for the life of the rental.
What is covered at no charge
While your rental continues, we repair or replace handsets that:
- develop an internal fault
- stop working through fair wear and tear (worn keys, failed screens or handpieces through normal use)
Replacement handsets are an equivalent working model and may be new or reconditioned.
What is not covered
You are responsible for the handset while it is in your care. A replacement fee, based on the reasonable repair or replacement cost of the device, applies where the handset is:
- physically damaged (dropped, crushed, liquid damage)
- damaged by misuse, unauthorised alterations, or connection to non-approved power or equipment
- lost or stolen
If a handset is lost or stolen, please let us know promptly.
How to get a faulty handset replaced
- Contact support on 1800 835 247 or via support.telair.com.au.
- We will run some quick remote checks first. Many handset issues are configuration, cabling or network related and can be fixed on the spot.
- If the handset itself is at fault, we will arrange a replacement and give you return instructions for the faulty unit.
- Return the faulty unit within 14 days of receiving the replacement, otherwise a replacement fee may apply.
What if I cancel my service or rental?
Rented handsets remain Telair property and must be returned in good working order (fair wear and tear excepted) within 30 days of cancellation to avoid a non-return fee.
What about handsets I purchased outright or brought with me (BYO)?
This article applies to rented handsets only. Handsets purchased outright from Telair are covered by the manufacturer’s warranty and the Australian Consumer Law. BYO handsets are not supported by Telair.
The fine print
This article is a plain-language summary. The full terms are in clause 14 of the Telair Standard Form of Agreement (General Terms) at telair.com.au/policies, which prevails if there is any difference. Nothing in this article limits or replaces your rights under the Australian Consumer Law.
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