Still waiting on a

Belong

refund?

You may be eligible for a refund from Belong in the following scenarios:

• Unused SIMs: If you bought a Belong SIM and didn’t activate it, you're eligible for a full refund within 30 days of purchase. Keep your receipt or provide ID as proof.
  
  
• Failed service activation: If Belong cannot provide your mobile or broadband service, you’ll be refunded any upfront fees.
  
  
• Billing errors: Overcharges or duplicate transactions are refunded automatically once reported.
  
  
• Faulty hardware: Devices under warranty (like modems) can be refunded or replaced.
  
  
• Exclusions: Belong does not offer pro-rata refunds for unused days if you cancel mid-billing cycle. Once a SIM is activated, recharge fees are not refundable unless there’s a fault.
  
  

🛈 Pro tip: To avoid losing unused days, cancel your service just before the end of your billing period.

1. Contact Support:
   
   
   • Use the Belong app or your online account to submit a Support Request.
     
     
   • Or call 1300 235 664 (8am–8pm, 7 days) or use live chat on their website.
     
     
2. Provide Details:
   
   
   • Share your Belong account number or mobile number, and reason for refund.
     
     
   • For store-purchased SIMs, attach a receipt photo or provide valid ID if lost.
     
     
   • For billing disputes, you may need to attach a screenshot of the overcharge.
     
     
3. Follow Instructions:
   
   
   • If hardware return is needed, Belong will send you a return satchel with tracking.
     
     
   • Follow the instructions provided to avoid delays.
     
     
4. Confirmation:
   
   
   • Once approved, you’ll receive an email confirmation and the refund will be processed back to your original payment method.
     

• Standard refunds: Usually processed within 3–5 business days once approved.
  
  
• Bank visibility: Refunds may take 5–10 business days to appear depending on your bank.
  
  
• Immediate account credit: In some cases (e.g. billing errors), Belong may apply a credit to your account before refunding.
  
  
• Delays: May occur on public holidays or if further ID verification is needed.
  
  
• Follow up: If you don’t see the refund after 10 business days, follow up with your support case number. Belong can provide an ARN (Acquirer Reference Number) if your bank needs it.
  

• Original payment method: Refunds go back to the credit/debit card or bank account used.
  
  
• Bank transfer: If the original method is unavailable (e.g. closed card), Belong may request your BSB and account number to issue a refund.
  
  
• Belong account credit: Sometimes, Belong will apply your refund as credit to offset future bills. You can request a cash refund instead.
  
  
• Hardware refunds: Issued after Belong receives and verifies the returned item (e.g. modem).
  
  
• No in-store cash refunds: Even for SIMs bought at retail stores, refunds are processed online via Belong support, not at the store.
  

• No pro-rata refund: Cancelling mid-month won’t refund unused days. Avoid disappointment by cancelling at cycle end.
  
  
• Billing glitches: In rare cases, duplicate charges occur – refunds are issued, but processing can take up to a week.
  
  
• Support delays: If the app or chat doesn’t show your request, use alternative contact methods (call or message via social media).
  
  
• Lost SIM receipt: Belong accepts ID instead of a receipt for unused SIM refunds.
  
  
• Hardware return lag: Refunds for devices are delayed if return kits are lost or slow to arrive – always follow up if you don’t receive one.
  
  
• Out-of-policy claims: Refunds for activated SIMs, or claims outside 30-day windows, are typically declined. Explain the situation if you believe an exception should apply.