Easy returns, as the law expects

14-day cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, anything you buy on this site can be returned for any reason within 14 calendar days of receipt. The 14 days start from the day after the goods arrive.

To cancel, send the form below or email returns@s-imsy.com inside the 14-day window. You then have a further 14 days to return the goods to us. We refund the order — including standard outbound postage — within 14 days of receiving the goods back. You pay the return postage unless the item is faulty.

Faulty goods (Consumer Rights Act 2015)

If hardware turns out to be faulty, of unsatisfactory quality, or not as described:

• First 30 days — short-term right to reject. Full refund, no questions.
• 30 days – 6 months — repair or replacement. Faults that arise in this window are presumed to have been present from delivery; we must prove otherwise.
• 6 months – 6 years (5 years in Scotland) — claim still possible for inherent defects, but the burden of proof shifts to you. We help wherever we reasonably can.

All routers ship with a 24-month manufacturer warranty covering inherent defects. That sits on top of your statutory rights — it doesn't replace them.

Product-specific notes

• Routers and hardware — standard 14-day cancellation. Return in original condition with all accessories and packaging where possible.
• Physical SIM packs — returnable within 14 days if unopened and unused. Once SIMs are inserted into a device or the included credit is consumed, the order is no longer eligible for a change-of-mind refund. Faulty SIMs are replaced free of charge under the warranty.
• eSIMs and digital activation codes — once the activation QR has been redeemed, the supply has been performed and the cooling-off right does not apply (per the digital-content exemption in the 2013 Regulations). Before activation, eSIMs are fully refundable.
• Hardware bundles — if the SIMs in the bundle haven't been activated and the hardware is in original condition, the whole bundle is returnable inside the 14-day window. If the SIMs are already in use, we'll refund the hardware portion only.
• Sale items — same rights apply as for full-price items.

What you need to do

1. Submit the form below with your order number and a short reason.
2. We reply within one working day with a return address and any specific instructions for that product.
3. Pack the goods carefully — original packaging where possible — and post them to the address we provide. You're responsible for the return until we receive it; we recommend a tracked service for anything over £20.
4. Once we receive the goods, we issue the refund within 14 days. The refund lands back on the original payment method.

Exceptions

A small set of things can't be returned for change-of-mind reasons (faulty goods are always covered):

• SIMs that have been activated or used
• eSIM QRs that have been redeemed
• Goods that have been used beyond inspection — including hardware where the seal has been broken and the unit configured beyond initial setup, except where a fault required this
• Items damaged after delivery that weren't faulty when they arrived