Refund Policy

Money Back Promise 

At PrepaidSIMs, we’re committed to delivering reliable travel connectivity through our tried and tested SIM and eSIM products. While technical issues are rare, we understand that unexpected problems can occur and when they do, we’re here to help.

99% of the connectivity issues our team handle relate to incorrect phone settings configurations. Our priority is to get you connected. However, if we can’t resolve your issue after troubleshooting it, we promise to provide you with a refund.

If you experience connection issues, please reach out so that we're made aware of the issue you're experiencing. Our team of experts are here to get you connected. If you don't let us know that there's a problem, we're unable to help solve it. 

Please note that to gain network coverage you need:

  1. A SIM card or eSIM,
  2. An unlocked phone with the correct settings configurations,
  3. A functioning network carrier

 

Our Refund Policy

Before requesting a refund:

  1. Check that you have followed your SIM's user guide and activation instructions.
  2. Check our general FAQs guide here.
  3. Connect to WiFi and contact us when your first experience the issue. Please include: Your order number, Phone's make and model, Your location and most importantly, Screenshots of your phone's network/mobile data settings.
  4. Allow our team a reasonable amount of time to assist. Most issues (99%) are due to settings configuration and can be fixed easily.

 

When Refunds Are Not Approved

Refunds will not be provided in the following scenarios:

  • You did not notify us while experiencing the issue
  • Your phone is network locked
  • Your phone is incompatible or not fully compatible with the network
  • You activated the SIM too early and the plan expired
  • You used up your data allowance
  • You changed your mind about the purchase
  • You don't like the coverage provided by the network
  • You didn’t read or understand the product details prior to purchase
  • You lost your SIM card or device

 

Change of Travel Plans

We understand that sometimes travel plans can change unexpectedly. We may be able to change your SIM's activation date/s so you can can keep your SIM for future use. (This is subject to the SIM/eSIM type you purchased - not available for all SIMs/eSIMs). 

If you intend to return your SIM/eSIM due to change of plans:

Physical SIMs

  • The SIM must not be previously installed and or used
  • Refund request submitted within 6 months of purchase
  • Email us at hello@prepaidsims.com.au for return instructions
  • Once received and inspected, we’ll issue store credit for future use

eSIMs (digital SIMs)

  • The eSIM must not be previously installed and or activated
  • You must inform us at least 3 days prior to the nominated eSIM activation date
  • We can only provide store credit for eSIM cancellations
  • There is a $5 eSIM cancellation fee (deducted from refund)

 

Return Shipping:

  • You are responsible for return shipping costs
  • Return shipping fees are non refundable
  • Consider using a tracked return shipping service if value greater than $50

 

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your PayPal or bank account
  2. Contact your bank or credit card provider (processing may take time)
  3. If you’ve done all of the above and still have not received your refund, contact us at hello@prepaidsims.com.au