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Returns & Refunds

At Hello1010.my, we strive to provide reliable SIM and eSIM products for travellers. Please read our return and refund policy carefully before making a purchase.

No Return or Exchange Policy

  • Once the eSIM QR code has been sent to your email or you have entered a wrong email during purchase.
  • Once purchased, SIM and eSIM purchases are non-returnable and non-exchangeable for whatever reasons. 
  • We’re also not responsible if your device doesn’t support eSIM or dual SIM usage. Please check device compatibility before purchase.

Refundable Cases

  1. Faulty SIM ("No SIM" detected)
  2. Unshipped Orders
  3. Parcel is delayed by logistics and not delivered within the schedule

Note: 

  1. Return shipping is at your own cost.
  2. 6% processing fee applies to all refund transactions.

Refund Methods

Refunds will be through bank transfer whereby we will request banking details such as bank name, account number, full name and IC number.

 

 How to Claim a Refund

  1. Report the issue immediately either by
  2. Our team will assess your case.
    • If return is required, please send it to:
      Hello1010 Sdn Bhd
      J-2-10, Jalan PJU 1A/20B,
      Dataran Ara Damansara,
      47301 Ara Damansara, Selangor
      (Return shipping cost is borne by the customer)
  3. We will investigate and respond within 3 working days.
    • If approved, refunds will be processed within 10 working days.

 If Your SIM or eSIM Doesn't Work

Contact our Technical Support via WhatsApp at +6013-399 1010 immediately from your destination.

 

Support Hours: 9:00 AM – 9:00 PM (Malaysia Time, GMT+8)

 

In many cases, connection problems are caused by incorrect phone settings and can be resolved easily.

 

Important: Failure to contact us while you’re overseas will void your refund eligibility.

Non-Refundable Scenarios

We’re not responsible for refunds due to the following:

  1. Flight changes or cancellations
    Changes or cancellations of flights do not qualify for a refund on eSIM or SIM card purchases.
  2. SIM-locked phones
    New Malaysian phones may be locked. Make/receive 15 minutes of calls locally before using overseas SIMs or eSIM.
  3. Hotspot/app restrictions
    Hotspot issues or certain apps being blocked may be due to device settings or local Telco restrictions.
  4. Incompatible phone models
    Some SIMs or eSIMs require specific phone models/bands. This is clearly stated on each product page.
  5. Network issues in destination
    Temporary service disruptions by foreign Telcos are beyond our control.
  6. SIM suspension due to policy breach
    If the Telco bans your SIM for policy violations, refunds are not possible.
  7. Plan/policy changes by Telco
    Telcos may change their plans without prior notice. We update our product pages accordingly, but refunds are not guaranteed.
  8. Uncollected SIM cards
    If you forget to pick up your SIM or it expires, it is not refundable.
    SIMs must be collected within 60 days of purchase.
  9. Wrong plan purchased or request to change plan
    Please double-check the plan details before placing an order.

Final Notes

  • Always check your device compatibility before purchase.
  • Contact us first before assuming your SIM/eSIM is faulty, we’re here to help!
  • Policies are subject to change without prior notice but will always be updated on our product pages.
  • We assist all customers professionally and respectfully. Aggressive, threatening, or abusive behaviour will not be tolerated, and we may stop communication and deny further support or refunds.