Return/Refund Policy

SimTravellers offers a 100% money-back guarantee of the purchase price (excluding shipping and handling charges) on all SIM cards (with purchased airtime) returned to SimTravellers within fourteen (14) days of receipt. SimTravellers will not pay for return shipping costs. All returned products must be returned unused, in ‘like new’ condition. You must repack the product and place the packaged product in a protective outer box. To return an unwanted product, in the first instance please contact us by email at [email protected]. Before you send the product back you must receive a return order number from us and the correct address to send it to. Tell us the reason you are returning the item, your order number and the product you wish to return. The return postage will be your own responsibility. We recommend sending the goods back with tracked or ‘signed for’ postage, as we will not be held responsible if your package is lost in the post.  As long as the item you are returning is in the same condition as when we sent it to you, we will issue you a full refund, minus any postage costs.

SimTravellers will only accept product returns that are accompanied by a ‘return number’ issued by Customer Service. Please make sure you include your return number in your package.

Remaining airtime

Any remaining credit on a phonecard should be used by making local and international calls, or internet usage, and will expire after 18 months of inactivity. No refund of unused money from the subscriber’s account or reimbursement of the cost of the SIM-card shall be made after fourteen (14) days of receipt.

Stolen or lost SIM cards

SimTravellers does not offer refunds for stolen or lost SIM cards. However, any remaining calling credit can be transferred if a new mobile phone or SIM card is purchased from SimTravellers. Please contact Customer Service to arrange your calling credit transfer.

Returning Faulty Goods

Should you receive faulty products, we are happy to issue you a refund or an exchange.  Initially, you will have to pay for the return postage and once we have deemed the product as faulty after testing it, we will either send you a replacement or refund you the cost of the product, the initial delivery charge and the return postage.

PLEASE NOTE: We will only refund the lowest possible tracked postage cost. If you choose to return the product using a one-day delivery, we will only refund you the cost of standard tracked postage.  You must take reasonable care to ensure products are not lost or damaged in the meantime or in transit. In order to return a faulty item, please contact us first by e-mail at [email protected], telling us the reason you are returning the item, your order number and the product you wish to return.  We will then send you an order returns number and tell you where to send the goods to be returned.  All our products are covered by a 1-year warranty.