Shipping of Items

All items are shipped within 48hrs (excluding weekends and public holidays) for orders placed by 1pm EST.
If your item is out of stock we will contact you with an estimated delivery date.
All items are sent fully insured and require a signature upon delivery.
Once the goods are dispatched you will be notified via email with your tracking information.
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Faulty Goods

If your item is faulty then please email us to obtain a Returns Authorization Number prior to returning it using one of our contact email addresses.
If the fault is a result of production we will be happy to have the item returned.
You must enclose with the item a letter stating the fault.
All refunds will be made directly to the payee.
We do not refund postage charges in this case.
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Faulty goods are covered for up to 14 days from the date of dispatch.
If a manufacturer warranty is applicable to the product, you then must deal with the manufacturer directly outside of this period.

Damaged Goods

If your item arrives damaged, you are required to email us immediately with details of the damage.
In most cases, you must retain the envelope and any packaging in order for a claim to be made to the courier for damaging your item in transit.
Without all packaging material, you will not be entitled to a damaged goods exchange.
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TravelSIM can take no responsibility for loss or damage to an item once it is signed for by the customer upon delivery by the courier.
It is therefore in the customer`s best interest to ensure that all packaging is intact and undamaged before signing for a delivery.

Damaged goods must be reported to TravelSIM within 7 days of receipt.

Incorrect Goods

If you have been sent the wrong item, please contact us as soon as possible to arrange for the item to be exchanged prior to your returning the item.
We will also refund in money, credit note, or in goods (at our discretion) any appropriate shipping costs (with prior agreement of TravelSIM).
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Incorrect goods must be reported within 7 days from the date of receipt.
Incorrect Goods does not include where a TravelSIM solution has been purchased which is not compatible with a handset (see Handset Compatibility above).

Not required Goods & Incorrect Purchases

If you decide that you do not require your product or have purchased the wrong item, please feel free to contact us if the item is still in new condition (unopened and untouched).
Returns of this nature are purely at our discretion.
Returns will be charged a restocking fee of 50% of the cost of the item and the cost of sending refund payments, all which will be deducted from your refund payment.
If the item is returned opened, damaged, or faulty we may not be able to arrange a refund.
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Un-required goods must be reported within 7 days from the date of receipt.

Cancellations

If you wish to cancel your order prior to goods being dispatched by TravelSIM, you will receive a full refund.
If the goods have been dispatched but not yet delivered then you will be refunded in full less any shipping costs incurred by TravelSIM upon its safe return.
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Returns policy

Returns policy for online sales
You have the right to cancel your order (unless the goods have been customised) within seven days of receipt of the goods providing the goods are returned to us in their original condition within 14 days of purchase.

In the event that you cancel an order under the terms of this Returns Policy, you will be responsible for paying all shipping costs involved plus a 15% administration charge to cover our costs.
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Other returns

For goods purchased offline, we will replace faulty goods providing you notify us of the fault within seven days of receiving the goods.

In any other circumstances we will only accept order cancellation, at our sole discretion.
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Charges

In the event that we accept an order cancellation, your account will be credited with the appropriate sum less a 15% handling charge.

Important

Please note that we cannot offer a refund if a SIM card has been removed from its casing.

Please also note that any credit that has been applied to the TravelSIM SIM card, either at the time of purchase or anytime after purchase, can not be refunded.

This returns policy does not affect your statutory rights.