Return and Refund Policy

Last updated: January 8, 2024

At simbase, our goal is to make sure that you are happy with our products and services. As such, we offer a flexible return/refund policy for items purchased on our store as described below.

Routers

We will accept return requests for unopened routers within 30 days of the purchase. Once the team receives and inspects the returned package a refund will be made to the original form of payment. There are no restocking charges for devices returned in good condition.

All routers are factory tested before they are packaged and shipped. If you have a router that is not behaving as expected, we recommend to contact Simbase support with a detailed description of the issues you are facing.

Simbase SIMs

Due to the nature of the information printed on Simbase SIMs, we are not able to accept returns or provide refunds regardless of their condition.

Items Damaged During Shipping

If your package was damaged during shipping please email Simbase support with pictures and a description of your package within 7 days of receiving it.

Return/Refund Guidelines

For all returns and refunds, contact Simbase support with your order ID number and a brief description of why you are returning the item. We encourage you to also send pictures of your order to help us better understand what is going on. With the exception of manufacturing defects, all return shipments are not covered by Simbase. Furthermore, a restocking fee may be applied based on the condition of the returned goods. Simbase reserves the right to limit or deny support for purchases placed more than one year prior to the date of contacting support and of unsupported products.