Refund policy

The short version

• Refills are final once they’re applied to a phone number.
• If a payment fails and isn’t applied, you get a full refund.
• An activated line, eSIM or used travel eSIM can’t be refunded, but we’ll always try to fix a problem.
• New, unused accessories can be returned within 14 days [period to be confirmed].

If something looks wrong, contact us right away. The sooner we know, the more we can do. Message us on WhatsApp, call (973) 445-5194 or send us a message through our contact form with your order number.

Prepaid refills (bill payments)

Refills are real-time replenishments: the carrier applies the payment to the number you entered within minutes. Once applied, the carrier doesn’t allow us to reverse or move it, so all refills are final.

• Payment failed or not applied: if the carrier rejects the payment or we can’t apply it, we refund you in full to your original payment method.
• Wrong number entered: we can’t take back a refill applied to the wrong number. If you tell us before we process it, we’ll cancel it.
• Wrong plan amount: carriers usually hold an incorrect amount as account balance. We’ll help you use it or contact the carrier on your behalf.

Activated SIM cards and eSIMs

• Before activation: you can cancel for a full refund until we activate your line.
• After activation: the first month’s plan has been paid to the carrier, so the order can’t be refunded. If your phone turns out not to be compatible, we’ll help you find a working option.
• Fraud screening: if we can’t verify an order, we cancel it and refund you in full.
• Number transfers: a delay caused by an incorrect account number or PIN isn’t grounds for a refund, but we’ll keep working with you until the transfer completes.
• Physical SIM lost in the post: tell us within 14 days of the expected delivery date and we’ll send a replacement.

Travel eSIMs

You can get a full refund if you haven’t installed the eSIM and its validity hasn’t started. Once it’s installed or activated it can’t be refunded. If it won’t connect, contact us and we’ll troubleshoot with our eSIM partner or replace it.

Phones and accessories

• Unused accessories in their original packaging can be returned within 14 days of purchase with your receipt [period to be confirmed].
• Phones can be returned within 14 days if they’re in the same condition you received them, reset and unlocked from any accounts [period and restocking terms to be confirmed].
• A phone that arrives faulty or not as described will be repaired, replaced or refunded.

How refunds are paid

Approved refunds go back to your original payment method, usually within 5 to 10 business days depending on your bank. In-store cash purchases are refunded in store.

These terms work alongside our terms & conditions. They don’t affect any rights you have under consumer protection law.