Refund Policy

We aim to handle refund requests fairly and reasonably. In general:

• A physical SIM may be cancelled before packaging or dispatch begins.
• Customer-side refunds deduct payment-channel fees actually incurred and not returned: up to 5% of the amount paid for Alipay or WeChat Pay and up to 6% for cards or PayPal.
• After dispatch, a physical SIM is returnable only if unactivated, undamaged, and approved by us in writing. The customer bears outbound and return shipping.
• Claimed voucher codes and activated, bound, or tested physical SIMs are not refundable for a change of mind, wrong purchase, or third-party verification failure.
• If we cannot fulfil an order, send the wrong item, or deliver a defective product, we may re-deliver, replace, partially refund, or fully refund it.

Submitting a refund request does not guarantee approval. Order, logistics, supplier, operator, and support records determine the outcome.

This section applies to refund and cancellation requests caused by non-seller reasons where no product-quality or fulfilment issue exists.

Once verified, the following may qualify for re-delivery, replacement, partial refund, or full refund:

1. 1、We cannot fulfil the order because of stock shortage, system error, or another cause.
2. 2、The order or payment system creates a duplicate charge.
3. 3、The physical SIM does not match the order, was already invalid or bound to another person at delivery, or cannot be read by a normal compatible device.
4. 4、A voucher code was already invalid or used at delivery, or the value or product was wrong, unless caused by the customer's disclosure or misuse.
5. 5、The parcel is confirmed lost or damaged, or remains undelivered more than 14 calendar days after dispatch for reasons not caused by incorrect contact details, refusal, or prolonged absence.
6. 6、A delivery or activation service expressly promised by us was performed incorrectly and directly made the product unusable.

Refunds caused by our quality, wrong fulfilment, or inability to fulfil do not deduct the payment-channel fees described above. We bear necessary outbound and return shipping. Where the issue can reasonably be cured, we may first troubleshoot, re-deliver, or replace the product.

1. 1、A voucher code has been claimed, viewed, delivered, redeemed, topped up, or used, or a physical SIM has been activated, bound, tested, or used.
2. 2、The customer changes their mind, buys the wrong product or value, duplicates a purchase, or fails to read the product information after fulfilment.
3. 3、Codex, OpenAI, X, Claude, a bank, exchange, or another third party rejects the number, does not send a code, or restricts the relevant platform account.
4. 4、giffgaff suspends or restricts service because of a security review, profile issue, unusual use, bulk registration, payment dispute, operator policy, or rule violation.
5. 5、The device is locked, lacks the required bands, has a SIM-slot or settings issue, or the issue is caused by local signal, roaming, congestion, or a temporary operator outage.
6. 6、The customer bends, cuts, wets, scratches, inserts, discloses, transfers, stores, or uses the SIM, code, or account improperly.
7. 7、Delivery fails because the address, phone number, or recipient is wrong, the parcel is refused or unclaimed, or the customer requests re-delivery.
8. 8、The order involves fraud, chargeback abuse, false evidence, duplicate claims, unauthorised use, or a Terms violation.

These circumstances do not by themselves establish refund eligibility. A separate product-quality or fulfilment issue existing at delivery remains covered. See the Risk Disclosure and Disclaimer.

An approved physical-SIM return must normally be:

• Unused, unactivated, unbound, and undamaged.
• Unopened where applicable, with the SIM, carrier card, original packaging, and supplied items intact.
• Returned within the period specified by support and by a trackable method where required.

Return Instructions Notice

1. Place a note inside the parcel stating the order number and reason for return.

2. Returned products must remain complete, clean, and tidy. Do not return products that have been damaged through use, have paint damage, or have been crushed. We do not accept products whose condition affects their resale.

3. Restore the product to its original condition and return it together with the sealed bag and bubble-wrap bag.

4. If the item has any quality issue after delivery, contact us promptly and provide a photo of the shipping label and photos showing the product-quality issue. We will handle the matter promptly and provide a solution. If you still require a return and refund, follow points 1–3 and return the item in its original condition. (Reminder: do not discard the sealed bag or bubble-wrap bag; return them together with the item.)

Possible deductions

1. 1、Payment-channel fees actually incurred and not returned: up to 5% of the amount paid for Alipay or WeChat Pay and up to 6% for cards or PayPal, based on the actual fee incurred.
2. 2、Actual outbound and return shipping, express, interception, re-delivery, or second-shipment costs already incurred.
3. 3、Verifiable supplier-return, inspection, packaging-material, repacking, additional transport, and restocking costs.
4. 4、Actual loss in value caused by opening, use, damage, activation, or mishandling.

Every deduction is itemised at the actual amount without double counting. No packaging or repacking fee applies where the packaging is directly reusable. These deductions do not apply where we are responsible or a full refund is required.

1. 1、Open My Orders, select the order, and submit a refund request.
2. 2、Provide the order number, checkout email, product, issue date, and reason. Add relevant screenshots, photos, tracking records, or operator replies for quality, logistics, or account-status issues.
3. 3、Keep the SIM, carrier card, packaging, emails, and error messages. Never send passwords, SMS or email verification codes, or a complete voucher code.
4. 4、We normally acknowledge the request within 1–2 business days and give an initial outcome within 3 business days after the required evidence is complete. We explain any delay caused by logistics, suppliers, operators, or payment providers.

1. 1、Approved refunds normally return the actual RMB amount paid to the original payment method, not a different account or channel.
2. 2、We normally initiate a confirmed refund within 2 business days. The payment provider or bank may then require 5–10 business days or longer to post the funds.
3. 3、We explain any partial-refund calculation or deduction before processing. The same loss cannot receive duplicate reimbursement through a refund, chargeback, or another channel.
4. 4、If a payment dispute opens, we may pause incomplete fulfilment and provide the payment provider with checkout, payment, delivery, logistics, and support records.

For faster resolution, submit an after-sales request through My Orders first. False evidence, concealment of delivery or use, and duplicate claims may result in a refund being declined.