At LUCKYSIM, we are always striving to ensure maximum customer satisfaction when using our products and services. However, in certain cases, you may request a refund for the SIM card or services purchased. This refund policy outlines the conditions, process, and methods for obtaining a refund.

1. Conditions for Refund 

  1. We apply a refund policy in the following cases:

  • SIM Activation Failure:
    Customers can request a refund if the SIM card cannot be activated due to a fault from LUCKYSIM or the network provider, and it has been verified that there is no customer error (such as incorrect information input or failure to follow activation instructions).

  • Service Not Working:
    If your SIM card is activated but cannot be used (no network connection, no signal) in the supported area, you may request a refund. This will be reviewed after our technical team confirms that the issue cannot be resolved.

  • Incorrect Usage Duration:
    Customers may request a refund if the SIM card’s validity period does not match the information provided at the time of purchase (e.g., the SIM expires earlier than promised).

  • Damaged or Faulty Product:
    In case the SIM card is damaged during shipping or has a manufacturing defect, you can request a refund or replacement of the product.

2. Cases Not Eligible for Refund 

  1. We do not offer refunds in the following cases:

  • Successfully Used SIM:
    Once the SIM card has been activated and used successfully (i.e., connected to the network and service is used), no refunds will be provided.

  • Improper Use:
    Refunds will not be applicable if the SIM card is used improperly or for purposes other than those for which the SIM card was designed.

  • Customer Error:
    Errors caused by the customer, such as failure to follow usage instructions, incorrect information input during activation, or use in unsupported regions, will not be eligible for a refund.

  • Requests Outside of the Allowed Timeframe:
    Refund requests must be submitted within 7 days of receiving the SIM card. After this period, no refund requests will be processed.

3. Refund Process

  1. If you are eligible for a refund, the process will proceed as follows:

  • Contact Customer Support:
    You need to contact LUCKYSIM customer support via email or hotline to submit your refund request. Please provide the following details:

    • Order number or transaction ID.
    • Description of the issue encountered.
    • Proof of product defect (if applicable), such as photos, error messages, or technical information.

  • Verification and Processing of Request:
    After receiving your request, we will verify the information and contact you within 3-5 working days to inform you of the verification result. In some complex cases, this process may take longer, but no more than 10 working days.

  • Refund:
    If your request is approved, we will process the refund through the original payment method you used to make the purchase. The refund process may take 7-10 working days depending on the bank or payment gateway you used.

  • Refund Methods:
    We offer refunds via online payment methods such as credit cards, e-wallets, or bank transfers. If you paid via COD (cash on delivery), we will contact you to arrange the refund via bank transfer.

4. Policy Changes

LUCKYSIM reserves the right to change or update this refund policy without prior notice to comply with business changes or legal requirements. The updated policy will be publicly posted on our website, and you are responsible for keeping up-to-date with the latest information.

5. Contact for Support

  1. If you have any questions or concerns regarding our refund policy, please contact us via:

  • Email: luckysim.support@tbdvn.vn
  • Hotline: +84902229225
  • Address: 16BTT11, Van Quan Urban Area, Van Quan Ward, Ha Dong District, Hanoi City, Vietnam.

LUCKYSIM – Always ready to serve and support you!