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Returns & Refunds

All goods sold are not returnable nor exchangeable.

In any case if your cards do not work in your destination country, please contact our Technical Support Team immediately via WhatsApp at +6011 2021 8888 and we will assist in fixing the issue. You must contact us first because sometimes unusable cards could be caused by wrong settings which can be easily fixed. Failure to contact us while you are overseas to resolve the problem will void your refund privilege. Also, if it is due to the country’s Telco network problems you will need to wait for them to fix the issue. We are not responsible for issues caused by the Telco and will not process a refund for you.

For cases not related to Telco network down and we failed to solve the problem, we will refund you when you come back from your trip. Customer has to bear the return shipping fee and the refund process will take up to 3 to 4 weeks, we will notify you by email when it is completed. 

Qualified refund cases are as follow:

a. SIM FAULTY, meaning "NO SIM" detected in the phone – 100% refund excluding shipping fee and return shipping fee borne by buyer

b. SIM ACTIVATION FAILED – 100% refund excluding shipping fee and return shipping fee borne by buyer

c. Phone unable to support the SIM card due to incorrect settings/incompatible model and the SIM status is detected as active/normal, we will provide report from Service Provider to proof this matter.

Case 1: No Data Usage Detected - 60% refund excluding shipping fee and return shipping fee borne by buyer

Case 2: Data Usage Detected - Refund is not applicable for the said case

Claim Steps

a. Email to support@hello1010.my or call us at +6013 688 1010 within 3 days upon arrival in Malaysia to report on the faulty card.

b. Then courier the card back to us for our investigation. Please print a copy of the invoice and send back to us; Attn: Ms Annie Ling, Address: Hello1010 Sdn Bhd, J-2-10, Jalan PJU 1A/20B, Dataran Ara Damansara, 47301 Ara Damansara, Selangor.

c. We will contact you within 3 working days on the result of investigation. Successful claims will receive refund in the form of bank transfer or store credits.

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