Return Policy

1. Order Cancellation

We accept order cancellations before the product has been shipped or produced. If you cancel your order in this period, you will receive a full refund. However, once the product has been shipped, the order cannot be canceled.

2. Conditions for Return & Refund Service (if applicable)

You may request a return and refund:

  • Within 14 calendar days of receiving the product if it has no manufacturing defects, has not been activated, and is still in new or like-new condition.
  • Within 14 calendar days of receiving the product if it has a manufacturing defect.

3. Return Shipping Responsibility

  • If the return is due to our responsibility (e.g., wrong item shipped, quality defects, or damaged in transit), we will provide a prepaid return label or cover the return shipping cost.
  • If the return is due to buyer reasons (e.g., change of mind, wrong purchase, or no longer needed), the buyer will be responsible for the return shipping cost to our main service center in China.
  • Our overseas warehouses are used for shipping only and are not equipped for inspection, repair, or repackaging. For quality control purposes, all returns must be processed at our China service center.

4. Return & Refund Service Will Not Be Provided If:

  • The request is made more than 14 calendar days after receiving the product.
  • The package has been opened or the product has been used, except in cases of manufacturing defects.
  • The product sent for return does not include all original accessories, attachments, and packaging, or is not in new or like-new condition (e.g., with cracks, dents, or scratches).
  • No valid proof of purchase (receipt or invoice) is provided, or the document is suspected to be forged or altered.
  • The product has been damaged due to unauthorized use or modification, exposure to moisture, entry of foreign substances (water, oil, sand, etc.), or improper installation/operation.
  • Product labels, serial numbers, or warranty seals show signs of tampering or alteration.
  • Damage is caused by uncontrollable external factors such as fire, floods, storms, or lightning strikes.
  • The product is not delivered to Simjack within 14 calendar days after the return & refund service confirmation is issued.

5. Additional Notes

  • Custom-order or personalized items are not eligible for a 14-day refund.
  • If the return is due to consumer reasons, the consumer is responsible for the shipping fee, which will vary depending on the chosen courier service.
  • If the return is due to our error (e.g., damaged or incorrect goods), the consumer will not bear the return shipping fee.
  • No restocking fee will be charged for returning a product.

6. Refund Process

Once we receive and inspect your return, we will send you an email notification of receipt. We will also inform you whether your refund has been approved or rejected. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a few business days.

7. Late or Missing Refunds

If you have not received your refund yet, please:

  1. Check your bank account again.
  2. Contact your credit card company, as it may take some time before your refund is officially posted.
  3. Contact your bank, as there is often some processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at support@sim-jack.com.

8. Return Address

Please contact our customer service at support@sim-jack.com to obtain the correct return address and instructions before sending back your product.