Returns & Refund Policy
Our Refund Policy is in addition the statutory rights to which you may be entitled under the Competition and Consumer Act 2010 (Cth) and other applicable Australian consumer protection laws and regulations.
IF YOU PURCHASED A PHYSICAL SIM CARD
1. CAN I RETURN THE PHYSICAL SIM CARD AND GET A REFUND?
No. Our physical SIM Cards are prepaid and we do not accept returns nor give any refunds or credits. This includes, but is not limited to, 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), didn’t request activation of the physical SIM (as per the activation instructions in your order confirmation email), you couldn’t use the physical SIM because your mobile phone was network locked, you lost the physical SIM, left the physical SIM in Australia or somewhere else, or lost your phone or it was stolen.
However:
(a) If you have filled out the activation request form you can give the SIM Card to someone else who can use it for 1 month from the activation date you requested; or
(b) If you haven’t filled out the activation request form you can fill out the activation request form up to two (2) years from the date of your purchase.
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).
IF YOU PURCHASED AN eSIM
Before purchasing our eSIM, it’s your responsibility to check that your phone is eSIM enabled. To do this dial *#06# and if an EID number is present, the device is eSIM-enabled.
1. CAN I RETURN THE eSIM AND GET A REFUND?
No. Our eSIMs are prepaid and once we have emailed the eSIM/s to the email address you used in your order, we do not accept returns nor give any refunds or credits. This includes, but is not limited to, 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 or you deleted the email containing the eSIM QR code, or you 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, you accidentally deleted the eSIM from your phone, lost your phone, or got a new phone.
However you can give the eSIM QR code 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 1 month plan starts from that date. You cannot cancel the activation, pause or postpone it, and the 1 month does not pause because you are not using the eSIM (for example, you are not yet in the UK or Europe).
3. CAN I GET A NEW eSIM IF I GET A NEW PHONE, LOSE MY PHONE, OR DELETE THE eSIM?
No. Once you scan the QR code and install the eSIM on your phone the eSIM is locked to that phone. So if you get a new phone, lose your phone, or delete the eSIM from your phone, you will need to purchase a new eSIM (unfortunately we cannot provide a refund or credit for the original eSIM).