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. There are also some scenarios whereby we are not responsible for a refund as follow :
a. SIM lock phones because it is a brand new phone - Brand new phones are usually locked to Malaysia SIM cards. You must make or receive calls of at least 15 minutes to SIM unlock the phone. After which you will be able to use overseas SIM cards.
b. Phone unable to hotspot - If you are able to use the data, but is unable to hotspot, this is due to your phone settings. Our cards are all hotspot enabled unless stated otherwise.
c. Destination country Telco network down - Just like in Malaysia, sometimes Telco will face network issues resulting in disruption of services. This is beyond our control and we will keep you updated till the issues are resolved.
d. Telco plans updates - Telcos always changes their plans and most of the time without informing us. The plans could be changed for the better or worse and in either cases, we are not responsible for it. Nevertheless, we will update any changes occurred at the affected product page when twe are aware of it.
For cases not related to Telco network down and we failed to solve the problem within 24 hours (counted from the moment we acknowledged your 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 1 to 2 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. There are two cases for this scenario :
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
1. Email to [email protected] or call us at +6013 688 1010 within 3 days upon arrival in Malaysia to report on the faulty card.
2. Return the SIM card back to us for our investigation. We will not bear the costs of returning back the card (either through courier or hand delivery). Courier address is: Hello1010 Sdn Bhd, J-2-10, Jalan PJU 1A/20B, Dataran Ara Damansara, 47301 Ara Damansara, Selangor.
3. 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