At Global Starlink, we want you to love your purchase. However, we understand there may be times when you need to return an item. Please review our returns and refund policy below:
Returns
If you wish to return a purchase, you have 30 days after receiving your item to request a return. To be eligible for a return, the item(s) must:
- be unused, in original saleable condition with the original packaging intact
- have at least 3 months before it expires (if applicable)
- not have been activated or be past the submitted activation date
- be accompanied by proof of purchase (your original receipt).
Refunds will be issued using your original payment method. Global Starlink may charge a restocking fee of 20% of the value of the item for any change of mind or incorrect choice purchases, and this will be deducted from the refund amount. Any refunds will be processed minus a credit card fee of 1.75% + $0.30 service fee incurred during the transaction. Also, any shipping costs you incurred (where ‘free shipping’ was not specified) will not be refunded.
Faulty or Damaged Product
Please inspect your purchase upon receipt and get in touch immediately if the item is defective, damaged, or if you receive the wrong item. If you are overseas and having problems with your SIM card, please contact us before purchasing a new one. We cannot process a refund without investigating the issue first.
eSIM Refund Policy
For eSIMs, refunds cannot be provided under the following circumstances:
- The eSIM profile has been deleted after installation (eSIMs are designed for single installation only).
- The QR code or redemption code has already been generated.
- For Orange eSIMs, if the PIN number is not entered when prompted during installation resulting in the QR code becoming invalid.
- The activation process has been initiated.
- The device is not eSIM compatible (despite ticking a box during the purchase process to confirm your device's compatibility).
If you purchased the wrong eSIM product and the eSIM has not yet been generated or activated, and would like a refund, please contact us. Refunds for incorrect eSIM purchases will be processed minus a credit card fee of 1.75% + $0.30 service fee incurred during the transaction. If you experience any issues with your eSIM, contact us immediately for assistance so we can investigate and resolve the problem as quickly as possible.
Exceptions
Unfortunately, we cannot accept any returns on sale items, gift cards, or activated SIM cards*. For activated SIM cards with faults, please contact us.
Exchanges
We do not offer exchanges at this time. If you purchased the wrong item, please get in touch with us. We may need to cancel your existing order, which will incur a credit card fee of 1.75% + $0.30 service fee. Once the cancellation is processed, you will need to place a new order for the correct item. If the item has already been dispatched, you will need to return the existing item to us. Please follow our return procedure to ensure the return is processed smoothly, and then place a new order for the item you intended to purchase.
Resolving Issues
We always aim to ensure a smooth transaction, but sometimes issues or concerns may arise during your travels. Our goal is to resolve any issues as quickly as possible during business hours.
If you contact us outside of business hours, we'll address your request first thing the next morning. Please allow us to respond during our business hours before making any alternative arrangements.
If you encounter any problems, please reach out to us right away. If you decide to make other arrangements (e.g., purchasing a SIM card from another provider) without giving us a chance to assist you first, we may not be able to offer a refund.
Return Address
Global Starlink, RMA# (Order Number)
Shop 4, 198 Harbour Esp,
Docklands VIC 3008
Additional Compensation
Unfortunately, we are unable to offer any further compensation beyond a full refund. In cases where we are at fault and unable to resolve certain issues despite our best efforts, we will honor our suppliers' policies. This means that if the fault lies with us, we will absorb all losses and provide you with a complete refund. Please notify us immediately of any issues and not once the SIM card or eSIM service is no longer in use.
If you wish to return an item to us:
- Contact us at hello@globalstarlink.com.au to let us know you would like to return your purchase (please include your order number and reason for return).
- We will respond, and if your return has been approved, we will provide our return address for you to return it to. Alternatively, you can also return it to us in-store.
- Once we have received the returned item, we will process your refund.
Note: We do not cover the postage cost of sending the SIM back (or refund for any postage paid to originally ship the item out to you). For Australian orders, if you write ‘Return to Sender’ on the envelope, the return postage will be free by default.
