Refund policy

Refund & Return Policy

Every UK SIM we sell is covered by our 7-Day OTP Guarantee. This policy explains exactly how replacements and refunds work, so you can order with Cash on Delivery and complete peace of mind.

1. The 7-Day OTP Guarantee

Insert the SIM into your phone when it arrives. If, within 7 days of delivery, the SIM fails to receive verification OTPs from services such as WhatsApp, Stripe, Wise, PayPal or Google, contact us and we will first help you troubleshoot (for example roaming and network-selection settings). If the SIM still does not receive OTPs, we will either:

  • send you a free replacement SIM, or
  • refund 100% of the amount you paid for that SIM.

The choice between replacement and refund is yours.

2. Other cases where you are covered

  • Wrong item received (a different pack or network than you ordered): tell us within 7 days of delivery and we will send the correct item free, or refund you in full.
  • Damaged or faulty on arrival: tell us within 7 days of delivery, with a photo or video if possible, and we will replace the SIM free or refund you in full.
  • Order cancelled by us (for example, out of stock): any amount paid in advance is refunded in full.
  • Parcel never arrived: if the courier confirms the parcel is lost, we will re-dispatch your order or refund you in full — your choice.

3. What is not covered

  • A SIM that works as described (receives SMS/OTPs normally) cannot be returned for a change of mind once it has been delivered and activated, because an activated SIM and its number cannot be resold or reassigned to another customer.
  • Problems caused by the phone itself (for example a carrier-locked handset), by incorrect settings that our support team offered to fix and that were not applied, or by a third-party platform's own decision about your account.
  • Loss of a number because the carrier's keep-active rule was not followed (for example no chargeable activity or top-up for a long period — see the product page and the guide supplied with Pro and Duo packs).
  • Top-ups or credit you buy directly from the carrier are handled under the carrier's own refund rules, not ours.

4. How to request a replacement or refund

  1. Contact us within the guarantee window on simoradigital000@gmail.com or through the WhatsApp support link on our website.
  2. Share your order number, the name and number used for the order, and a short description of the problem (a screenshot or video helps us solve it faster).
  3. Our team will troubleshoot with you first — many OTP issues are fixed by a simple network or roaming setting.
  4. If the issue cannot be resolved, we will arrange the replacement or refund. For a refund, we may ask you to return the SIM by courier; where a return is needed, we will tell you the address and process before you send anything.

5. How refunds are paid and how long they take

  • Because most orders are Cash on Delivery, refunds are paid to you by JazzCash or EasyPaisa to the mobile account you give us (or back through the original payment method if you paid online).
  • Approved refunds are processed within 3–5 working days of approval (and of receiving the returned SIM, where a return was requested).
  • Delivery on our current offers is free, so there is no delivery charge to deduct from your refund.

6. Contact

For any replacement, refund or delivery issue, contact us at simoradigital000@gmail.com — please include your order number so we can help you quickly.