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Home > Return/Refund policy
Gosim offers a 100% money-back guarantee of the purchase price (excluding shipping and handling charges) on all SIM cards (with purchased airtime) returned to Gosim within fourteen (14) days of receipt. Gosim will not pay for return shipping costs. All returned products must be returned unused , ‘like new’, condition. You must repack the product and place the packaged product in a protective outer box. In order to return an unwanted product please contact us using the contact form at the bottom of our contact us page, before you send the product back you must receive a return order number from us and the correct address to send it to. Tell us the reason you are returning the item, your order number and the product you wish to return. The return postage will be your own responsibility, we recommended sending the goods back with tracked or signed for postage as we will not be held responsible if it is lost in the post. As long as the item you are returning is in the same condition that we sent it to you, we will issue you a full refund, minus any postage costs.
Gosim will only accept product returns that are accompanied by a ‘return number’ issued by Customer Service. Please make sure to include your return number in your package.
Remaining airtime in using services Any remaining credit on a phonecard should be used by making local and international calls or internet, and will expire after 12 (twelve) months of inactivity. No refund of unused money from the subscriber’s account or reimbursement of the cost of the SIM-card shall be made after fourteen (14) days of receipt.
Stolen, lost sim cards
Gosim does not offer refunds for stolen or lost SIM cards. However, any remaining calling credit can be transferred if a new mobile phone or SIM card is purchased from Gosim. Please contact Customer Service to arrange your calling credit transfer.
Returning Faulty Goods In the case of receiving faulty products, we are happy to issue you a refund or an exchange. Initially you will have to pay for the postage return and once we have deemed the product as faulty after testing it, we will either exchange or refund you the cost of the product, the initial delivery charge and the return postage.
PLEASE NOTE: We will only refund the lowest possible tracked postage cost, if you choose to return the product using a one day delivery we will only refund you the cost of standard tracked postage. You must take reasonable care to ensure products are not lost or damaged in the meantime or in transit. In order to return a faulty item please contact us first, using the contact form at the bottom of our contact us page, tell us the reason you are returning the item, your order number and the product you wish to return. We will then send you an order returns number and tell you where to send the goods to be returned. All our products are covered with a 6 months warranty.
Please note that Top Connect OÜ is not responsible for any purchase made before 04.12.2017. If your purchase was made before 04.12.2017, all support and customer service queries must be sent to firstname.lastname@example.org.
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