Telsim is a leading provider in the telecommunication market, with a passion for connecting people to who and what they love. Creating new and exciting customer experiences is our primary motto and focus. Our knowledgeable team is typically able to resolve 99% of all issues to get you connected and enjoying your SIMs. However, if for any reason we are unable to resolve the issue you’re experiencing, we’ll offer you a full or partial refund on a case-by-case basis. 

Our Refund Policy outlines the circumstances under which you can receive a refund for your purchase. This policy is in addition to, and does not exclude, any other rights you may have under New Zealand Consumer Law. We do not provide refunds if you simply change your mind, find a cheaper option elsewhere, decide you no longer like the purchase, or have no further use for it. Plan auto-recharge charges are non-refundable. 

Before claiming a refund, we kindly ask that you: 

• Reach out to us at support@telsim.nz so our team can assist with troubleshooting the issue you’re facing. 

• Allow us a reasonable amount of time to investigate and resolve the issue. 

If our team determines that your SIM is faulty, the full cost of your purchase will be reimbursed within 14 business days. We will process your refund as quickly as possible, and no later than 7 days from the date you notified us of the issue. Refunds will be issued using the same payment method you originally used for the purchase and are subject to approval by your authorizing banking institution. 

Refund requests can be made within five (5) days of purchase if activation is not possible after thorough troubleshooting. In such cases, you must return the number and provide proof of purchase within the five-day window, and the number will be disconnected before we can process the refund. Please note that refunds will not be issued for ported-out numbers or recharges. If you’re not satisfied with the activation, please contact us within five days of activation for a full refund.