Refund policy

This policy covers phones and accessories bought from the Unlimited* online store, and the 14-day cooling-off period on Unlimited* Mobile, Home, TV and All plans. Refunds go back to the payment method used for the order.

Phones and accessories

Change of mind

You can return a device within 7 days of delivery for a full refund, including the RM15 delivery fee, if the box is unopened and the seals are intact. Start the return in chat with your order number, and our courier collects it free of charge from the delivery address.

Opened devices are not accepted for a change-of-mind return.

Faulty on arrival

If a device is faulty within 7 days of delivery, contact us in chat. We collect it free of charge, check it within 2 working days, and send a replacement of the same model, colour and storage. If that model is out of stock, you choose between a full refund and waiting for stock.

After 7 days, faults are covered by the manufacturer's 12-month warranty through Apple or Google authorised service centres in Malaysia.

Refund timing

We approve a refund within 2 working days of receiving and checking the returned device. Card refunds reach your account 7 to 14 working days after approval, depending on your bank.

Instalment orders

Orders paid with a 0% instalment plan are refunded in full to the same credit card, and your bank cancels the remaining instalments. The bank's own timing for reversing instalments applies.

What we cannot refund

Item	Reason
Opened devices returned for change of mind	Hygiene and resale
Devices with damage not present on delivery	Not a fault on arrival; Device Protection or the manufacturer warranty may apply
Orders returned after 7 days	Outside the return window

Plans: 14-day cooling-off

You can cancel Unlimited* Mobile, Home, TV or All within 14 days of activation (Mobile, TV) or installation (Home, All) and receive a full refund of the plan charges paid. Usage charges such as data top-ups and Roaming Day Passes are not refunded. Home customers return the router and any mesh node within 14 days of cancelling.

Plans: cancelling after 14 days

Unlimited* Home and Unlimited* All run on a 24-month contract. Cancelling before the contract ends carries an early termination fee of RM300 or 50% of the remaining monthly fees, whichever is lower. Unlimited* Mobile and Unlimited* TV taken on their own have no contract and need 30 days' notice. Details: How do I cancel after 14 days?