Refund Policy

Money Back Promise

At PrepaidSIMs, we're committed to delivering reliable travel connectivity through our carefully tested SIM and eSIM products. While issues are uncommon, we understand that unexpected technical problems can occasionally occur while travelling.

The vast majority of connectivity issues are caused by phone settings, activation timing or network configuration. Our priority is always to help get you connected as quickly as possible.

If we've exhausted troubleshooting and cannot resolve the issue, we'll make sure you're looked after in line with our refund policy below.

Before Requesting a Refund

If you experience any issues with your SIM or eSIM, please contact our support team as soon as possible while the issue is occurring so we can investigate and assist.

To help us troubleshoot quickly, please include:

  • Your order number
  • Your phone make and model
  • Your current location
  • Screenshots of your mobile data and network settings
  • Any error messages displayed on your device

To Receive Network Coverage

Compatible Device

Your phone must be unlocked, compatible with the destination network and configured correctly with the appropriate settings.

Active Network

Coverage also depends on the availability and functionality of the local network carrier in your destination country.

When Refunds May Not Be Approved

  • You did not contact us while experiencing the issue
  • Your phone is network locked or incompatible
  • Incorrect settings or activation instructions were followed
  • Your included data allowance has been fully used
  • The SIM or eSIM was activated too early and expired before travel
  • You changed your mind after purchase
  • You are dissatisfied with local coverage quality in certain areas
  • Your SIM card or device has been lost, stolen or damaged

Change of Travel Plans

We understand that travel plans can change unexpectedly. Depending on the SIM or eSIM purchased, we may be able to adjust your activation dates or provide store credit for future use.

Physical SIMs

  • SIM must not have been inserted or used
  • Requests must be submitted within 6 months of purchase
  • Return shipping costs are the responsibility of the customer
  • Approved returns will receive store credit for future use

eSIMs

  • eSIMs must not be installed or activated
  • Cancellation requests must be submitted at least 3 days prior to activation
  • Eligible cancellations are issued as store credit
  • A $5 cancellation fee applies to eSIM refunds

Need Help?

Our support team is here to help before, during and after your travels. If you have any questions about your SIM, eSIM or refund eligibility, please reach out to us.

hello@prepaidsims.com.au