Refund Policy

Money Back Promise

PrepaidSIMs provides the best Travel SIM Cards from destinations around the world. Our products are tried and tested and we're confident you'll enjoy using them. On the rare occasion, technical issues can arise. Our knowledgable team is usually able to solve 99% of all issues to get you connected and enjoy using your SIMs. However If for some reason we're unable to resolve the issue you're experiencing, we'll offer you a full refund.

Please remember that to successfully gain network coverage, you need:

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

Before claiming refunds, all we ask is for you to:

A) When you experience the issue, reach out to us at hello@prepaidsims.com.au for our team members to troubleshoot the issue you're experiencing. 99% of issues occur due to incorrect phone settings configurations (Please provide us with as much information related to the issue as possible, ie phone make and model, your current location, type of Issue etc).
B) Allow us reasonable amount of time to investigate and resolve the issue you're experiencing.

Once our team members determine that your SIM is faulty, the full cost of your purchase (exclusive of postage) will be reimbursed to you within 1-3 business days.

Refund claims are not acceptable in the following scenarios:

- if you fail to notify us of your issue when it occurs and or,
- if the issue is related to local network problems outside the control of PrepaidSIMs. (Should this occur, we recommend you seek technical support directly from the network carrier)

Returning Unused Products

We understand that travel plans can some times change, and you may not need our products anymore. For the return of unused products, please contact us at hello@prepaidsims.com.au for what to do.

Once your return is received and inspected by our team, we will send you an email to notify you that we have received your returned item and will promptly issue you with store credit for future use.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your PayPal or Bank account again.

Next contact your bank or credit card provider. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@prepaidsims.com.au.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.