Returns & Refund Policy

Our Refund Policy is in addition to, and does not exclude, any other rights you may have under Australian Consumer Law.

PHYSICAL SIM CARD

1. CAN I RETURN THE PHYSICAL SIM CARD AND GET A REFUND?

The UK & Europe SIM Physical SIM Card is a prepaid SIM Card. We do not accept returns nor give any refunds if you simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase, had no use for it (for example if you cancelled your trip for any reason) or you misused the SIM Card (for example if you lost it, damaged it, or didn’t request activation of the SIM Card) or you couldn’t use the SIM Card because your mobile phone was network locked).

However:

(a) If you have already completed the activation request form you can give the SIM Card to a family member or friend who can use it within thirty (30) days from when you completed the activation request form; and

(b) If you haven’t already completed the activation request form you can complete the activation request form up to two (2) years from the date of your purchase. You could also give the SIM Card to a family member or friend who can complete the activation request form at their convenience and then use the SIM Card within thirty (30) days from when they completed the activation request form (they will be bound by the same Terms of Sale appearing on our website at ukprepaidsimcard.com.au).

2. CAN I CANCEL THE ACTIVATION REQUEST FOR THE PHYSICAL SIM CARD?

Yes, but you must email us at info@ukprepaidsimcard.com.au at least three (3) days prior to the date you requested for activation when completing the activation request form. For example, if you requested activation on 25 December, you can cancel the activation request if you email us at info@ukprepaidsimcard.com.au no later than 22 December.

3. CAN I GET A REFUND OF THE RECHARGE FOR THE PHYSICAL SIM CARD?

No. We do not give any refunds if you simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase, had no use for it or cancelled your trip for any reason (including but not limited to government imposed COVID travel restrictions or because you are unable to travel because you received a positive COVID test).

eSIM

Before purchasing our eSIM, it’s your responsibility to check that your phone is eSIM enabled. On an iPhone go to Go to Settings > General > About. If ‘Digital SIM’ or ‘eSIM’ is present, the device is eSIM-enabled. On a Samsung go to Settings > Connections > SIM card manager. If ‘Add mobile plan’ is present, the device is eSIM-enabled. On a Huawei go to Settings > About phone > Show EID. If the EID number is present, the device is eSIM-enabled. On other phones dial *#06# and if an EID number is present, the device is eSIM-enabled. Alternatively, go to Settings, then Network & Internet. If a + symbol is present beside Mobile Network, your device is eSIM-enabled.

1. CAN I RETURN THE eSIM AND GET A REFUND?

Our eSIMs are prepaid. We do not accept returns nor give any refunds if you simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase, had no use for it (for example you cancelled your trip for any reason, you lost the email containing the eSIM QR code, or didn’t activate the eSIM) or you couldn’t use the eSIM because your mobile phone was not eSIM compatible and/or was network locked.

However you can give the eSIM to a family member or friend who can use it, or you can activate the eSIM up to six (6) months from the date of your purchase.

2. CAN I CANCEL THE ACTIVATION OF THE eSIM?

No. Once you scan the QR code for the eSIM that we email to you, your plan starts from that date. You cannot cancel the activation, pause or postpone it.