Return & Refund Policy

Last updated: 16 September 2026

This policy is provided by SmartSim Technology Limited, the operator of SmartSimPro. Contact service@smartsimpro.com for return and refund assistance.

Unactivated physical SIM cards

You may request a return for a refund within 30 days after receiving a physical SIM card, provided it has not been activated. Please contact us within that period with your order reference before returning it. We will provide the return instructions and the address of our US return warehouse.

Do not send a return to our company address without instructions. Please follow the instructions for your order so we can identify and process the return.

Activated and customised physical SIM cards

We do not accept ordinary change-of-mind returns of activated physical SIM cards. Customised or personalised physical SIM cards may also be excluded from ordinary change-of-mind returns. These restrictions do not remove rights or remedies for defects, errors in customisation, misdescription or other circumstances covered by applicable law.

The standard 30-day unactivated-card return period does not extend indefinitely. Contact us if you have a problem after that period so we can consider any applicable warranty or legal rights.

Other products and digital services

The 30-day unactivated physical-SIM policy above should not be assumed to apply to eSIMs, top-ups or Wi-Fi devices. For those products, review the cancellation and return conditions provided with the relevant offer. If those conditions are missing or unclear, contact us before ordering. Your mandatory rights relating to faulty or misdescribed products and services remain unaffected.

Problems with an order

If you believe a product or service is defective, damaged, incorrectly supplied or materially different from its description, contact us with the order reference and details. We will assess the issue and any remedy available under the purchase terms and applicable law. Please do not activate or continue using a product solely to test return eligibility; ask support first if the conditions are unclear.

Refund processing

For a physical return, we will notify you after receiving and inspecting it and confirm whether the refund is approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund.

If more than 15 business days have passed since approval and you have not received the refund, contact service@smartsimpro.com.