The SIM Works – Personal Use

If you've purchased a product or service from The SIM Works, and then change your mind, the following policy applies so we can confirm the cancellation of the product and/or service.

Your Rights

Our cancellation and returns policy won't affect any of your legal rights.

Should you require more information about your rights, these organisations can also assist, contact your local Trading Standards department or Citizens Advice Bureau

1. How do I cancel my order?

To cancel your purchase or service, you'll need to tell us that you want to cancel the purchase of your product or Service(s), Please contact our customer services team here Contact Us

2. Initial Period

All customers have the right to cancel within an Initial Period of 14 days from receipt of the product, for whatever the reason. At the point you notified us that you wished to cancellation we will then request that return your equipment within a further 14 days.

Charges may apply for use of the Services until you cancel your order.

3. How do I return the Equipment within the 14 days after telling you I want to cancel?

You'll need to return any Equipment (such as your mobile device, and or accessories) we've supplied you. We'll send you a pre-paid envelope which will arrive in 2-5 days after you have contacted us. You must put all the Equipment that came with your order into the pre-paid envelope and send it back to us, making sure that all items are protected and boxed securely.

Once we've received and processed your return, we'll then complete your cancellation request and close your account for the Service(s) you've cancelled.

All Equipment must be in a like-new condition (this includes where applicable, the mobile device, charger, headphones, battery, instructions, and other products that came with your order).

If you cancel within the first 14 days. We'll accept fair wear and tear.

Like-new condition means:

•  The Equipment must be fully functional;
• There must be no damage such as cracks, chips or visible signs of wear and tear that isn't reasonable for the age of the Equipment;

Check that your item is undamaged (i.e. there are no cracks, chips or visible signs of wear and tear) and in its original packaging.

4. What if I've damaged it?

If you return a damaged item to us, you will be charged up to 80% of its value or, if higher, the value specified in the order form. This charge may be added to your next monthly bill with us (if applicable) or we may issue a one-off bill for the charge.

5. Can I exchange my device?

In the event that you wish to exchange a device for a lower value device, we will refund the difference in costs to you via the same account you used when the current device was purchased. If the exchange results in a higher value device being purchased, the difference in such cost will need to be paid by you via a one-off payment to us.

Please note we might not allow you to return some items:

We may not accept the return of Equipment due to health protection or hygiene reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items.

6. How do I disable a product's security feature before I return it?

You must remove any security and other protective features (such as Find my iPhone) that prevent us from accessing the Equipment.

If an Apple mobile device is running iOS 7 or later, we won't be able to give you a refund unless you've deactivated the 'Find my iPhone' feature. To find out how to do this, visit the Apple website.

If you return a device with the 'Find my iPhone' feature (or an equivalent feature) activated, you will be charged and invoiced for the full amount of the device.

Find out more about how we assess and charge for damaged or locked Equipment please contact our customer services team.

7. What do I have to pay if I cancel within the 14-day returns period?

If you cancel your purchase before the end of the 14-day returns period and we've started to provide you with any of the Services, you may lose any offers or discounts that may have been applied to other services you've decided to keep.

In addition, you'll need to pay for:

• Any line rental (including extras and/or add-on Services) on a pro rata basis; and
• Any use of the Services not covered by the line rental (international calls, roaming, premium rate calls, for example), for the period up to the date your Service(s) is/are disconnected. If you need to return a device, disconnection will occur after it has been received by The SIM Works.

You'll also need to pay for any one-off upfront costs in respect of any activation, installation or other Service and maintenance fees you've agreed to, in order to obtain any of the Services. These charges will have been provided to you in your order form.

If the Equipment was delivered to you, we'll also refund the standard postage costs, if applicable, that you paid for delivery of the Equipment.

8. What do I have to pay if I cancel after the 14-day returns period?

If you change your mind after the 14-day returns period, you'll need to give us 30 days' notice.

9. Faulty products

What do I do if my Equipment or Service is faulty?

If a fault occurs in the first 30 days after purchase, please get in touch as we'll need to check and test the Equipment for you. If this confirms a fault, we'll contact you to discuss your options – depending on the Equipment, you can have it repaired, replaced or simply return it.

After 30 days, we'll try and repair the Equipment for you. We'll let you know about any charges beforehand. If it's covered by the manufacturer's warranty, you won't be charged for this. If we take your Equipment away for a repair, you may be able to borrow another similar item while you wait for yours to be repaired. We'll let you know if this is the case.

Please note that damage to Equipment isn't covered by the manufacturer's warranty. If it's damaged rather than faulty, we'll let you know how much the repair or replacement will cost.

The SIM Works – Cancellation and Returns Policy

Version: May 2022

Published: May 2022