RETURN AND REFUND POLICY
Last Updated: September 10, 2024
At GreatWallSIM, we are committed to providing the highest level of service to build long-term relationships with our customers. To ensure satisfaction, we’ve outlined a clear Return and Refund Policy, covering warranties, returns, and refunds.
Warranty Policy
We offer a 24-month warranty on all SIM cards and Wi-Fi routers.
- Unactivated SIM Cards and Wi-Fi Routers: If your SIM card or Wi-Fi router has expired and cannot be activated, we will provide a free replacement.
- Post-Activation Issues: If your SIM card or Wi-Fi router fails to connect to data after activation, we will replace it free of charge under the following conditions:
- The SIM card is incompatible with your device.
- Connection is interrupted and cannot be restored during use.
Warranty Period: 24 months from the date of purchase.
Additional Notes:
- If the SIM card in the Wi-Fi router is detachable, only the SIM card will be replaced.
- Items such as batteries, data cables, manuals, and product packaging are not covered by this warranty.
- Proof of purchase is required to process any warranty claims.
Return Policy
We offer a 30-day return policy, with the buyer responsible for return shipping costs.
Conditions for Return:
- The SIM card and Wi-Fi router must not have been activated.
- The product must be returned in its original, unused condition, with no missing parts and in the original packaging.
- A valid proof of purchase (receipt or order confirmation) must be provided when requesting a return.
Return Address: Products must be returned to the country from which they were originally shipped. For example, if the product was shipped from Germany, the return must be sent to our address in Germany.
Refund Process: Refunds will be processed within 5 days of receiving the returned product. However, a refund may be delayed or reduced if:
- Products are missing.
- The returned product is damaged.
- The SIM card or Wi-Fi router has been activated.
In such cases, we will contact you to determine the appropriate refund amount before issuing the refund.
Non-Returnable Items:
- Any product that has been customized or personalized.
- Any product returned more than 30 days after delivery.
Refund Policy
We offer full or partial refunds under the following conditions:
- The 30-day return policy has been met.
- The SIM card is not compatible with your device.
- A replacement SIM card is still not compatible with your device.
- The SIM card or Wi-Fi router cannot connect to data due to a carrier policy.
- The product was defective upon arrival.
Replacement Without Refund: We will provide a new SIM card or Wi-Fi router without issuing a refund if:
- The product meets the conditions stated in the Warranty Policy.
- The issue falls under Post-Activation Issues outlined in the warranty.
No Refunds Will Be Issued in the following cases:
- The SIM card or Wi-Fi router cannot be activated due to the incorrect SIM or Wi-Fi router number provided by the customer.
- The VPN does not function as expected.
- The SIM card or Wi-Fi router is deactivated because it was used in a restricted area.
- The customer fails to follow the installation or usage instructions provided by GreatWallSIM, resulting in product malfunction.
- Shipping charges and customs duties (if any) are non-refundable unless the return is due to a product defect or our error.
How to Initiate a Return or Refund
To initiate a return or refund, please contact our support team at info@greatwallsim.com with the following information:
- Order number
- Reason for the return or refund request
- Supporting documents (such as proof of purchase, photos of defects, etc.)
Once your request is reviewed and approved, we will provide you with instructions on how to return your product. Please note that any unauthorized returns will not be processed.
Additional Information
- Processing Time: Please allow 5-7 business days for refunds to be reflected in your account after the return is processed.
- Lost or Stolen Packages: GreatWallSIM is not responsible for lost or stolen packages during the return process. We recommend using a trackable shipping method for your return.
- Restocking Fees: In some cases, a restocking fee of up to 10% may apply for non-defective products returned without reason.
If you have any further questions or concerns, feel free to contact us at info@greatwallsim.com. We’re here to help!
