Refund Policy

Effective Date: November 1st, 2025

Company: International Carrier Exchange Limited

Address: Rooms 05-15 13A/F South Tower World Finance Center, Harbour City, 17 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong

1. Scope

This Refund Policy governs all purchases of eUICC SIM cards and eSIM profiles through 1SimGo. By placing an order, you agree to these terms.

2. Definitions

• Digital Products: eSIM profiles and associated mobile data services.
• Physical Products: Tangible eUICC SIM cards delivered to the customer.
• Activation: The eSIM is downloaded and successfully connected to a device.

3. Refund Eligibility

3.1 Digital Products (eSIMs)

• Once an eSIM is activated, it is non-refundable.
• Refund requests for unactivated eSIMs may be considered at the sole discretion of 1SimGo.
• Important: Users must confirm with their eSIM provider that the eSIM is allowed to be used in a eUICC device or eUICC SIM card. If the eSIM is damaged, blocked, deactivated, or otherwise unusable because the provider does not allow use in a eUICC device, no refund will be provided for either the eSIM or the physical eUICC SIM card.

3.2 Physical Products (eUICC SIM cards)

• Refunds are available only if the SIM card is returned to 1SimGo in original condition within 7 calendar days of delivery.
• The eUICC SIM card is non-refundable if it has been inserted into any device, regardless of whether an eSIM has been used with it.
• Customers are responsible for all shipping costs to return the SIM card. 1SimGo is not liable for loss or damage during return shipping.
• Refunds will be processed after inspection of the returned SIM card to confirm it is in acceptable condition.

3.3 Order Cancellation

• Orders not yet shipped may be canceled for a full refund.
• Orders already shipped cannot be canceled, except in case of defective or damaged products as per section 3.2.

4. Refund Process

1. Contact support@1simgo.com with your order number, reason for refund, and request for a return authorization.
2. Ship the eUICC SIM card to the address provided by support.
3. Once the returned SIM is inspected and approved, the refund will be issued to the original payment method within 7–10 business days.

5. Exceptions

Refunds are not provided for:

• Activated eSIM profiles
• eUICC SIM cards inserted into any device
• Orders misused, lost, or damaged due to customer negligence
• Shipping costs, unless 1SimGo shipped a defective product
• eSIMs or eUICC SIM cards unusable due to provider restrictions as outlined in section 3.1

6. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of Hong Kong SAR.