What is the refund policy?

We have a 100% Money Back Guarantee policy which means that if you have a bad experience with the product and received no value from the product, we will refund you your money back.

We only ask that you contact us over to us via our Live Chat, Facebook or email us at hello@simsdirect.com.au to ask for help if you're having issues.

What if my trip gets cancelled?

We understand that the current global travel situation is always changing. If your trip gets cancelled, we’re happy to offer you store credit so you can purchase a SIM for your next trip or you can get a refund as part of our money-back guarantee.

If your trip gets cancelled, reach out to us on Live Chat, Facebook or email us at hello@simsdirect.com.au and we’ll guide you through the process of getting your store credit or refund.

Effective on orders from 02/02/2022.

How soon will I get my refund?

After you have reached out to us and the refund has been confirmed and processed via refunds@simsdirect.com.au, please allow 3-5 business days for your refund to show up in your payment account.

What cases don't apply in our Money Back Guarantee?

If there's an issue with our product and you didn't get value from it, we're more than happy to give you a refund!

Some cases where we can't promise a 100% Money Back Guarantee:

  • Your device is locked when you get overseas. We make it very clear that our SIMs only work in unlocked devices!
  • You lose your SIM or phone - this really sucks, but unfortunately isn't a faulty product on our end.
  • You activate the SIM too early and the activation period ends before your trip ends.

What do you promise?

We try to put our customer first in everything we do. We will always be there for you and listen to your feedback.

We promise:

To honour our money back guarantee as long as you have cooperated with us. We just want to know what happened to better our services for the future.

To always try and make it right with you. We value good customer experience and we promise to try our hardest in providing that to you.

Why do you offer a 100% Money Back Guarantee?

There is always the possibility of manufacturing issues and network problems that can’t be resolved.

This is why we have a money back guarantee available for all of our customers to protect against faulty SIMs and poor experiences.

It is extremely important to us as a business that our customers aren't left empty handed with a poor experience.

However, to claim your money back guarantee we need you to work with us. That means contacting us when you're overseas (via WiFi, if your SIM won't connect).

If you can't contact us whilst overseas, just remember to take screenshots of the error and your APN settings so that we can help you out after you return!


You can read more about our other policies below