This policy outlines the conditions under which a refund or exchange can be processed for your purchased travel SIM card.

1. General Return/Refund Eligibility

Timeline: All requests for a refund or exchange must be submitted within 14 days from the date of purchase.

Condition of SIM: The physical SIM card must be returned in its original, unopened packaging with the activation code or seal intact.

Proof of Purchase: A valid receipt or proof of purchase is required for all returns.

2. Specific Conditions for Refund

A. Eligible for Full Refund (SIM Unused)

A full refund will be issued if the SIM card is returned:

Unopened and Unactivated: The packaging seal has not been broken, and the SIM card has not been registered, activated, or used in any device.

Within 14 Days: The return is initiated within 14 days of the purchase date.

B. Eligible for Refund/Credit (SIM Faulty)

A refund or exchange will be offered if the SIM card is found to be defective due to a manufacturing or service provider error.

Mandatory Requirement: The customer must provide evidence of the fault (e.g., screenshots of error messages, confirmation of non-activation/non-connectivity from the network provider's system).

Exclusion: No refund will be given if the issue is due to incorrect device configuration, device incompatibility, or user error (e.g., entering the wrong APN settings).

3. Exclusions (When We Cannot Offer a Refund)

We cannot offer a refund or exchange under the following circumstances:

Activated/Used SIMs: The SIM card has been activated, used, or the packaging seal has been broken, unless the return is due to a proven fault (Section 2.B).

Expired Validity: The SIM card’s designated travel validity period has expired.

User Error: The inability to use the SIM card is due to the customer's own device malfunction, accidental damage, or incorrect setup/configuration.

Change of Mind: The request is made more than 14 days after the date of purchase.

4. Process for Returns and Refunds

Contact Us: The customer must contact our support team first to initiate the return process and receive a Return Authorization Number (RAN).

Return Location: The product must be returned to PowerData2go Office or via a trackable delivery service at the customer's expense.

Inspection: We will inspect the returned SIM card and verify the claim (if applicable).

Processing: Approved refunds will be processed within 7-10 business days and will be credited to the original method of payment.

Traveller Connectivity

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