Refund policy

At Simbird, we want to ensure you are fully satisfied with your purchase. As our business is based in the United Kingdom, our policies comply with the UK Consumer Contracts Regulations. Please read our Return and Refund Policy carefully.

1. 14-Day Cooling-Off Period (Eligible Returns)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order and return the SIM card within 14 days of receiving it, provided that:

  • The SIM card is unactivated and has not been inserted into any device.
  • No data plan has been consumed or connected to a network.
  • The SIM card remains in its original, undamaged packaging.

2. Non-Refundable Circumstances

To protect our business and due to the nature of digital data services, we cannot offer a refund or replacement under the following conditions:

  • The SIM card has been activated, or any portion of the data has been used.
  • Your device is "network-locked" (locked to a specific carrier) and cannot accept our SIM card. (Please ensure your device is unlocked before purchasing).
  • Your device is incompatible with the local network frequencies (e.g., lacks 4G/5G support for the destination).
  • The SIM card is lost, stolen, damaged, or destroyed after delivery.
  • The coverage in your specific location is weak due to local geographic factors or physical obstructions (as network stability is determined by third-party local carriers).

3. Faulty or Defective SIM Cards

If you believe your SIM card is physically defective or fails to connect despite your device being unlocked and compatible, please contact us immediately. We will walk you through standard troubleshooting steps. If the SIM is deemed genuinely faulty by our technical support, we will offer a free replacement or a full refund.

4. How to Request a Return or Refund

If your situation meets the eligible return criteria, please follow these steps:

  1. Email us at service@simbird.uk within 14 days of receiving your order. Please include your Order Number and the reason for the return.
  2. Once we approve your return request, we will provide you with the return address.
  3. You must post the SIM card back to us within 14 days of our approval.

5. Return Shipping Costs

If you are returning the SIM card because you changed your mind (within the 14-day cooling-off period), you are responsible for the return shipping costs. We highly recommend using a trackable shipping service, as we cannot issue a refund for items lost in transit back to us. If the return is due to a faulty SIM, we will cover the return postage.

6. Processing Your Refund

Once we receive and inspect the returned SIM card to confirm it is unactivated and undamaged, we will notify you by email. Approved refunds will be processed automatically to your original method of payment within 5 to 10 working days.