Refund policy

Last Updated: 09/2026

This policy explains when FinchTel offers refunds. It has two parts: your rights under the Australian Consumer Law, which always apply, and our voluntary refund policy, which applies in addition to those rights.

1. Your Rights Under the Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law. If a product or service we supply is faulty, not fit for purpose, or does not match its description, you are entitled to a remedy — such as a replacement, repair or refund — in accordance with the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those rights. The time limits, fees and conditions set out below apply to our voluntary refund policy only.

2. Physical SIM Cards (Device and Travel SIMs)

Change of mind:

• You may request a refund under our voluntary policy within 30 days of delivery, provided the SIM has not been activated and is returned in its original, unopened packaging. A 15% processing fee applies.
• Return postage for change-of-mind refunds is at your cost, and original shipping fees are not refundable.

Faulty or non-working SIMs:

• If a SIM does not work as described and our support team cannot resolve the issue, you are entitled to a remedy under the Australian Consumer Law — a replacement or full refund, including reasonable return postage where a return is required.
• Please contact us before returning any product so we can confirm the issue and provide return instructions.

3. Digital eSIMs (Device and Travel eSIMs)

Change of mind — not yet installed:

• If your eSIM QR code has been delivered but not installed, you may request a refund under our voluntary policy within 30 days of the QR code being generated. A 15% processing fee applies.
• Please verify that your device is eSIM compatible before purchasing. Refunds for incompatible devices where the eSIM has not been installed are treated as change of mind.

Technical issues:

• If you experience technical issues during activation or connection that our support team cannot resolve, you may request a full refund with no processing fee.
• Please contact us promptly at hello@finchtel.com.au or through our contact form so we can help resolve the issue.

Installed eSIMs:

• Where an eSIM has been installed and a significant amount of data has been used, refunds are generally not available under our voluntary policy.
• Where an eSIM has been installed but only minimal data has been used due to connection issues, we will review the request and may issue a full or partial refund. This does not limit any remedy you are entitled to under the Australian Consumer Law.

4. Circumstances Not Covered by Our Voluntary Policy

Refunds are not available under our voluntary policy where:

• You do not contact us or cooperate with reasonable steps to resolve connection or other issues.
• An eSIM has been installed and a considerable amount of data has been used (our system can verify the status of all eSIM products we sell).
• The request is made more than 30 days after delivery (for physical SIMs) or after the eSIM QR code was generated (for eSIMs).
• Violations of our Terms of Service, fraudulent activity, or abuse (such as repeated refund requests) are detected.

These limitations apply to our voluntary policy only and do not limit any rights or remedies you have under the Australian Consumer Law.

5. How Refunds Are Processed

• Once a valid refund request is received, we review it within 3 business days. After approval, please allow an additional 3–5 business days for the refund to be completed to your original payment method.
• In the case of special campaigns or referral programs, different terms may apply. These terms are designed to prevent misuse and will supersede the voluntary policy where discrepancies occur, but do not affect your rights under the Australian Consumer Law.

For any questions about this policy, please contact us at hello@finchtel.com.au.