When you join us on a Pay Monthly plan (On Account), if you're not fully satisfied within the first 30 days, you can get your money back.
Eligibility
I have a mobile network issue, how long before I can ask for a refund?
If you're unhappy with our mobile network, you can visit any of our retail stores in NZ within 30 days of purchase and get your money back.
You must return your device (if applicable) in like-new condition in its original box to receive a refund for your monthly Plan, device payment and anything purchased on the day of sign up (excluding accessories). See terms and conditions for full details
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Can I get a refund on any plan?
The 30-day Network Guarantee applies to all new and resigning Pay Monthly customers, both Business and Personal.
Can I get a refund if I traded in my phone when I signed up?
Yes. However, if you have traded-in a device to purchase a plan and mobile, we will not be able to return the traded-in device to you. Instead, a refund will be paid to you for the value of the trade-in shown on your purchase receipt.
Can I get my money back if I throw out the box for my phone?
No. All device packaging and accessories must be complete and in as-new condition in order to be accepted for a refund.
Refunds
Will I get all my money back?
If you are a new or re-signing Pay Monthly customer with up to 9 connections, you can come into a our retail stores , return your device (if applicable) and get a refund of your monthly Base Plan, any device payment and anything else purchased on the day of sign up (excluding accessories). The refund will be paid directly into your account.
If you are a Business customer with more than 9 connections, you will receive your refund via a credit to your account. All queries must be pointed towards to your Account Manager. The Account Manager or the Supporting Teams will apply a credit to your account after your device(s) are returned (if a connection was on a 24-month term).
You will still be required to pay for any out-of-bundle charges, Add-Ons bought after sign up, roaming and other premium service charges (eg. Txt-a-Park).
Can I get my refund in cash?
No, refunds cannot be made in cash. If you are an individual or Business customer with up to 9 connections, your refund will be paid to your nominated bank account within 3 weeks after we've finalised your claim in store.
If you are a Business customer with 10 or more connections, expect to see a credit on your account for the refund within 15 working days.
How long will it take for me to get my money back?
If you are an individual or Business customer with up to 9 connections, your refund will be completed within 3 weeks after we've finalised your claim in-store.
If you are a Business customer with 10 or more connections, expect to see a credit on your account for the refund within 15 working days.
Can I return my device to any of your retail stores?
Yes, you can go to any of our retail stores in NZ to request a refund.
If you are a Business customer with 10 or more connections, you should contact your Account Manager to arrange your refund.
Don't forget you'll need your original Proof of Purchase to request the refund. This could be a receipt, an Invoice, a Master Service Agreement or a Short Form Agreement, to name a few examples.
It's been three weeks and I haven't got my refund yet?
Please call 0800 438 448 with your refund reference number or account number and ask them to investigate the delay.
If you are a Business customer with more than 10 connections, please contact your Account Manager.