Your Satisfaction Matters to Us.

If your SIM card arrives damaged, contact our Customer Support team with your order number and clear photographs of the damaged product.

Once the issue has been verified, you can choose between:

• Full Refund: Receive a full refund for the affected SIM card.
• Free Replacement: Receive a replacement SIM card at no additional product or shipping cost.

If you receive an incorrect SIM card, please contact our Customer Support team as soon as possible, ideally within 3 calendar days of delivery.

After verification, we'll arrange the appropriate return process and send the correct SIM card at no additional cost.

Approved returns will be directed to the designated supplier return address provided by our support team.

You won't be charged any return shipping fees for a verified incorrect order.

If your parcel hasn't arrived within the estimated delivery period, contact our Customer Support team.

We'll review your order details and investigate the shipment with the relevant delivery partner.

If the shipment is confirmed lost or undelivered, we'll arrange a full refund for the affected order.

Approved refunds will be processed within 7 business days.

If your SIM card doesn't activate, connect to a supported network or function as expected, contact our Customer Support team.

We'll review the issue and guide you through the available troubleshooting steps.

If a product defect is confirmed and the issue cannot be resolved, we'll arrange an appropriate replacement or refund in accordance with this policy.

We aim to provide a resolution decision within 3 calendar days after verification.

Shop with confidence knowing that unused and unopened SIM cards can be returned within 7 calendar days of delivery.

Simply contact SIMZO Customer Support to request a return. Once approved, we'll provide the return instructions and designated supplier address.

No Return Shipping Fees. No Unnecessary Hassle.

Eligible returns are completely free, including return shipping costs.

Activated or used SIM cards are not eligible for change-of-mind returns. This does not affect your rights regarding defective or incorrectly supplied products.

Our return conditions are designed to keep the process simple and transparent.

• Unused & Unopened SIM Cards: Eligible for free return requests within 7 calendar days of delivery.
• Activated SIM Cards: Change-of-mind returns are not accepted after activation or use.
• Activated Services & Recharges: Generally non-refundable once provided, subject to your mandatory consumer rights.
• Defective SIM Cards: May qualify for a replacement or refund after verification, even if activated.
• Damaged or Incorrect Orders: Eligible for appropriate assistance under this policy.
• Return Requests: Must be submitted through SIMZO Customer Support before shipping any product.

Applicable consumer protection rights remain unaffected.

Our 7-day return offer does not limit your statutory rights.

If you are a consumer in the European Union, you generally have a 14-day right to withdraw from an online purchase without giving a reason, starting from the day you receive the goods.

Some exceptions apply by law, for example for digital services or recharges already provided with your agreement, and for goods whose seal has been broken after delivery where they are not suitable for return for hygiene or protection reasons.

You also keep your statutory legal guarantee rights for products that are defective or not as described.

Nothing in this policy excludes rights that cannot lawfully be excluded.

To make returns more efficient, approved SIM card returns are sent directly to our designated supplier.

Our support team will provide the correct return address and instructions.

All approved eligible returns are free of return shipping charges.

Where applicable, SIMZO will arrange or reimburse reasonable return shipping costs so that customers do not have to bear these expenses.

Please do not send a return before receiving instructions from our support team.

Once your refund is approved, we'll process it within 7 business days.

Refunds will normally be issued through the original payment method. Where appropriate and supported, an alternative refund arrangement may be offered.

The time required for funds to appear in your account may vary depending on the payment provider.

Contact our Customer Support team and provide:

• Your order number.
• A brief description of the issue.
• Clear photographs or supporting information, where applicable.
• Your preferred resolution: refund or replacement.

Our team will review your request and explain the next steps.

Our support team is here to help. Send us a message through Live Support or our Contact Us page, and we'll get back to you within 24 hours.