All goods sold are not returnable nor exchangeable. For eSIM, refund is not possible once QR code is being generated & delivered.
Contact us :
In any case if your cards do not work in your destination country, please contact our Technical Support Team immediately via WhatsApp at 011 – 5430 6849 (Chat Msg only) and we will assist in fixing the issue.
Kindly contact us first because sometimes unusable cards could be caused by wrong settings which can be easily fixed. Failure to contact us while you are overseas to resolve the problem will void your refund privilege.
There are also some scenarios whereby we are not responsible for a refund as follow :
a. Flight is cancelled or rescheduled – No refund is applicable for this but you can contact us via WhatsApp at 011 – 5430 6849 (Chat Msg Only) to extend your sim card validity for your postponed trip.
b. Unable to use Hotspot or access certain Apps – If you are able to use the data, but is unable to hotspot or access certain apps, this is due to the phone settings or software limitations which is beyond our control. Also, if you have reached data limit and the speed has been t throttle down, most apps will not be usable. Our cards are all hotspot enabled and accessing to apps are possible unless stated otherwise. Refund is not applicable for the said case.
c. Destination country Telco network down – Just like in Malaysia, sometimes Telco will face network issues resulting in disruption of services. This is beyond our control and we will keep you updated until issues are resolved. Refund is not applicable for the said case.
For cases not related to Telco network down and we failed to solve the problem within 24 hours (counted from the moment we acknowledged your problem), we will refund you when you come back from your trip.
Customer has to bear the return shipping fee and the refund process will take up to 7 working days, we will notify you via WhatsApp or email when it is completed.
Qualified refund cases are as follow :
a. SIM FAULTY – “NO SIM” detected in the phone. Refund minus shipping fee (if any). Return SIM card to us with shipping fee borne by buyer. However , we will replace eSIM to you if your phone is eSIM compatible. Please contact our Technical Support Team immediately via WhatsApp at 011 – 5430 6849 (Chat Msg only) during your trip.
b. Unshipped orders – If your order has not been shipped and you would like to cancel it. Refund minus RM10 cancellation fee. Note that once the product is collected or shipped, it is not applicable for refund.
c. Delayed shipment – If your order did not reach you within 4 working days and have passed your travel dates. Refund minus shipping fee (if any). Return SIM card to us with shipping fee borne by buyer.
Non-Refundable Shipping Fees & Promotions
Non-Refundable Shipping Fees
- All shipping fees, including any overpaid amounts, are non-refundable once the order has been placed, processed and shipped. Please review your shipping details carefully before completing your purchase.
- If you want to self collection your sim card , please choose KL Office Pick up.
Promo Code Usage
- Promo codes must be applied at checkout before completing the purchase. Discounts cannot be applied retroactively to orders once they have been placed & paid. Please ensure your promo code is entered correctly and valid before proceeding with payment.
