Refund Policy

• Overall refund application window: refund requests meeting the conditions in Section 2 may be submitted within 30 days of the payment date.
• Logistics issue feedback window: if you discover a physical defect or activation failure in the SIM card, please contact us within 7 days of the courier delivery date so we can investigate.
• Full-Service SIM service issue window: if you discover persistent service problems (such as inability to access data, make/receive calls, or send/receive SMS) within 7 days of activation, please contact us for assistance or to apply for a refund. Temporary network fluctuations or brief roaming interruptions are not covered by this window.
• Deemed-delivered scenario: orders where no objection is raised within 30 days of delivery are deemed accepted with no quality issues; late applications will not be processed.

Applications received outside the above windows will be considered at our discretion but are no longer eligible for a full refund.

The following scenarios are eligible for a full refund:

1. You request order cancellation after payment but before we dispatch.
2. The order has not been delivered more than 14 calendar days after dispatch, and the delay is not due to an incorrect address or phone number provided by you.
3. The SIM card received is unreadable, cannot be inserted into a device, cannot be read, or cannot be activated due to a manufacturing defect, as verified by us.
4. We are unable to fulfil the order due to insufficient stock or other reasons.
5. A duplicate charge occurred due to an order system error.

The following scenarios are eligible for a partial refund (actual courier, customs, or processing costs deducted):

1. You request cancellation after dispatch but the goods have not been opened or activation attempted.
2. You purchased the wrong product (Self-Setup SIM / Full-Service SIM), the item has not been opened, inserted into a device, or activation attempted upon receipt, and you contact us within 7 days of delivery. Whether the item has been opened will be verified upon our receipt of the returned card.
3. The parcel is returned to us due to reasons attributable to you (incorrect address, prolonged non-collection, refusal to accept). You bear the cost of both-way shipping and any packaging loss.

The exact amount deducted for a partial refund is based on actual costs incurred (generally ¥15–¥50, subject to special regions or international legs). We will specify the amount clearly in the review outcome.

No refund will be issued in the following scenarios:

1. The SIM card has been activated and the number bound to your giffgaff account.
2. The SIM card has been damaged due to misuse by you (bending, scratching, water damage, incorrect cutting, etc.).
3. You have used the SIM card in violation of applicable laws or giffgaff's official terms of use, resulting in account suspension, service termination, fines, or deductions by giffgaff.
4. A refund application for a Full-Service SIM is made outside the service issue window specified in Section 1 (7 days from activation).
5. The issue is caused by your device — for example, carrier-locked handsets, unsupported frequency bands, or a faulty SIM slot — as verified by us to be unrelated to the SIM card itself.
6. Temporary service disruptions caused by factors outside our control, such as unstable giffgaff roaming coverage in your area, temporary operator restrictions, overseas system maintenance, or cross-border network fluctuations.
7. Inability to log in or use the number service due to changes you made to your giffgaff account (linked email address, security settings, etc.).
8. Loss or theft of the SIM card, or a voluntary request to cancel the number.
9. Objections raised after the deemed-delivery period specified in Section 1 (30 days from delivery).
10. Physical damage, outer packaging damage, or missing accessories reported after delivery and use.
11. Orders that appear to be abnormal or significantly exceed typical personal travel or study communication needs (e.g. a large number of repeat orders from the same email address, mobile number, or recipient in a short period) may be subject to manual review; during such review the refund policy may be suspended for the relevant orders (replacement will only be offered where a manufacturing defect is verified).
12. Refund requests submitted by a third party to whom the SIM card has been transferred, resold, or gifted.
13. Applications submitted outside the time windows specified in Section 1.

The non-refundable scenarios listed in this section do not affect your statutory rights under the Consumer Rights Protection Law, Product Quality Law, or other applicable laws in respect of quality defects in the SIM card itself. Where a product is genuinely unusable due to a manufacturing or quality defect, as verified by us, we will fulfil our legal obligations regardless of whether the above commercial windows have expired.

To help us process your request efficiently, please include the following information in your refund application email:

• Order number (e.g. MS20260609A51DB5BA)
• The email address used to place the order
• Reason for the refund (please be as specific as possible)
• Supporting evidence as appropriate: photos of the physical defect, screenshots of activation failures or error messages, etc.
• If the issue relates to logistics: courier tracking number and a screenshot of the tracking history
• If the issue relates to device compatibility: device model and operating system version

Incomplete information may extend processing times. If supporting evidence is found to be inaccurate or fabricated upon verification, we will reject the refund application and reserve the right to pursue legal remedies.

1. Log in to LarkSim and go to My Orders to locate the relevant order.
2. Send an email to support@larksim.com with the subject line 'Refund Request + Order Number'.
3. Provide the complete information listed in Section 4 in the body of the email.
4. Our support team typically replies within 1–2 business days; this may be extended during public holidays or peak periods. We may contact you for further verification if necessary.
5. Once approved, we will initiate the refund via the Stripe dashboard. If the application is not approved, we will explain the reason by email.

• Refund channel: refunds are returned to the original payment account — the Alipay or WeChat Pay account used at the time of purchase. We do not support refunds to a different channel, account, or bank card.
• Processing time: Stripe processing typically takes 5–10 business days, plus the additional processing time of Alipay/WeChat Pay and the issuing bank. The actual credit date is determined by your payment provider and is beyond our control.
• Refund amount: the amount refunded is based on what you actually paid; for partial refunds, the relevant costs per Section 2 are deducted first. Refunds are issued in CNY at the Stripe exchange rate on the day of processing. Exchange rate fluctuations may cause a minor difference between the amount refunded and the amount originally paid; no additional compensation or clawback will be made for any such difference.

You may choose an exchange (replacement with the same SIM card) instead of a refund if any of the following apply:

• The SIM card cannot be activated due to a physical defect, as verified by us.
• You purchased the wrong product and the item has not been opened or activation attempted upon receipt.

Exchange process: return the original card to our designated address. If a manufacturing defect is confirmed, we will cover the cost of both-way shipping. If no manufacturing defect is found (e.g. the damage is man-made, activation was attempted, or the product was functioning correctly), the cost of both-way shipping and any assessment costs will be borne by you and the exchange request will not be processed further. Cards that have already been activated are not eligible for exchange.

• Please inspect the parcel in the presence of the courier. If you notice obvious outer packaging damage or signs of tampering, please refuse delivery and contact us immediately.
• If you accepted delivery without inspecting and later discover outer packaging damage or missing accessories, we will assist you in pursuing the matter with the logistics provider but will not directly bear responsibility for a refund.
• If you discover a physical defect in the SIM card within 7 days of delivery, please contact us with photos and we will assist (replacement or refund).
• Physical damage reported after delivery and use will not be eligible for a refund; we will only assist you in liaising with the card issuer or logistics provider.

If you dispute a charge, please apply for a refund under Section 5 of this policy first — this is more efficient and avoids the 7–21 day dispute cycle. If you initiate a dispute (chargeback) directly through your payment channel (Alipay, WeChat Pay, or your card issuer) without first contacting us:

• We will immediately suspend dispatch for the relevant order.
• We will follow the Stripe dispute process and submit order evidence to the payment provider.
• Dispute resolution typically takes 7–21 business days; the outcome is determined by the payment channel or card issuer and is beyond our control.
• For malicious chargebacks (goods already used, fabricated claims, or a dispute raised despite genuine fulfilment), we will provide a complete evidence chain in response and reserve the right to pursue damages through legal means.
• Refund applications submitted after a lost chargeback are no longer covered by this policy.

This policy does not limit any consumer rights granted to you by the laws and regulations of the People's Republic of China. If any provision of this policy conflicts with applicable law in your jurisdiction, the law prevails; all other provisions remain in effect.

This policy is interpreted to the extent permitted by law; where it conflicts with current PRC laws and regulations, those laws and regulations prevail. Where there is a dispute over the interpretation of any provision, the parties should seek to resolve it amicably in a fair and good-faith manner. We may update this policy from time to time; material changes will be published on this page with the updated date noted. The version in force at the time of your refund application shall apply.

LarkSim Customer Support

Email: support@larksim.com

Response hours: Monday to Friday, 09:00–18:00 (Beijing Time). We typically respond within 1–2 business days; this may be extended during public holidays or peak periods.