If you have a credit note, you can enter your refund request in your Cockpit in the menu item «Payment». If you don’t have any credit, you won’t be presented with this option.
- Refunds can only be carried out via the Cockpit.
- Refunds are issued per phone number.
- Refunds can only be paid out to a Swiss bank account.
- The phone number must be that of the bank account holder.
Who can enter a refund request?
The owner of the number is the only person who can enter a refund request, provided that the credit note has not already been deducted from an invoice.
Family members with no previous Cockpit access will have to request access from the Family administrator. If you’re the Family administrator, simply go to «Enable access to Cockpit» in your user account.
The only exception is refunding credit to underage Family members. In this case, the Family administrator is the only one who can refund the amount.
What happens if no credit refund was requested by 1 June 2023?
Starting 1 June 2023, any credit on the phone number will be deducted from the total amount of your first Galaxus Mobile invoice or any future invoices depending on how much credit you have.
This means that the credit is no longer assigned to the phone number, but to the invoice associated with the phone number.
In this case, only the Family administrator, i.e. the person who pays the invoices, can refund any remaining credit.
How long does a refund take?
As soon as you’ve requested a refund, it’s checked and cleared by us. The amount should be in your account within four to five workdays. If the refund is rejected by the bank (e.g. due to mismatching account details), we’ll get in touch with you by e-mail.