Returns

Last updated: 3 November 2026

Returning unused SIMs

You can return physical SIMs that are unused and have never been activated within 14 days of delivery. We refund the £2.00 SIM charge for each one returned. If you cancel the whole order, we refund the delivery charge as well.

To return SIMs:

1. Email hello@thingsim.com with your order reference and the SIMs you are returning, before the 14 days are up. We will reply with the address to send them to.
2. Post them back. You pay the return postage.
3. We refund the card you paid with within 14 days of receiving them.

A SIM that has been activated, by you or automatically, cannot be returned. An eSIM cannot be returned once its QR code has been issued, but it is not billed until it is activated.

If you are a consumer

If you buy as a consumer (for purposes outside your trade or business), the Consumer Contracts Regulations give you the right to cancel within 14 days without giving a reason: for SIMs, within 14 days of the day you receive them; for a plan, within 14 days of ordering. To cancel, tell us clearly, for example by email to hello@thingsim.com.

If you activate a SIM within those 14 days, you can still cancel within them. By activating, you ask for the service to start before the cancellation period ends, so you pay a proportionate amount for the service supplied up to the day you cancel: the plan's monthly price, pro rata by day. We refund the rest of what you paid for that SIM's plan.

If you cancel, we refund what you have paid, including standard delivery when you cancel the whole order, within 14 days of receiving the SIMs back or, for a plan, of your telling us. You pay the cost of returning the SIMs.

Faulty SIMs

If a SIM is faulty, tell us and we will replace it free of charge, whenever it arrived. This does not affect your legal rights.

Cancelling a SIM you are using

To stop a SIM you are using, cease it in the portal. A ceased SIM is billed to the end of the period already paid, with no partial refund. See the terms.