Return and Refund Policy

I. RETURN AND EXCHANGE POLICY

1. Return and exchange conditions

We understand that sometimes unexpected changes may occur. Aviro supports physical SIM card exchanges in certain special cases (subject to approval), for example:

• Your device does not support a physical SIM (eSIM only).

• Changes in schedule, flight cancellations, or no longer needing the service.

Please contact Aviro and provide detailed information along with supporting evidence so that we can process your application quickly.

2. Regulations regarding the time frame for notifying and returning exchanged products.

• You can request an exchange/return within 10 days of receiving the SIM/eSIM.

• The SIM/eSIM must be intact and not have been activated or used.
  

• You will be responsible for the shipping costs when returning the SIM card.

• Aviro applies a processing fee of 30% of the SIM card value (based on retail price, excluding promotions).
  

With eSIM, Aviro applies a refund policy in certain cases requiring approval, depending on the network provider and eSIM status. The refund fee is 30,000 VND per eSIM.

3. Return and exchange policy

We offer product replacements for incorrect items/quantities or when products fail to meet specifications, ensuring customers receive the exact same product they ordered.

- We will exchange the product for another of equivalent value if the product the customer ordered is out of stock, provided the customer agrees.

If the customer no longer needs the product due to a defect or is dissatisfied with the exchanged product, the company will refund the customer via bank transfer or by any method agreed upon with the customer within 7 working days from the date of receiving the request.

We will process the refund within 10 business days of receiving the SIM and completing the product inspection.

In the event that the SIM card does not meet the exchange/return conditions, or you send the item without prior approval from Aviro, we will resend the SIM card and you will need to pay the shipping fee.

II. REFUND POLICY

You can request a refund if:

• The incident occurred due to a technical error on Aviro's part.

• You followed the instructions correctly, but your SIM/eSIM still isn't working.

Refund processing time: within 5 business days after we confirm the issue.

In cases where refunds are not possible...

For physical SIM cards

We're sorry, but refunds will not apply if:

• Your device does not support SIM or is network locked.

• The SIM card has been activated or has expired.

• You are in an area with weak or no signal.

• There are problems from the local network provider (natural disasters, technical disruptions, political instability, unstable infrastructure, etc.).

• You are dissatisfied with your network speed or call quality.

• You did not contact us for support when the problem first occurred.

For eSIM

Refunds will not apply if:

• The eSIM has been removed or reinstalled after activation.

• Your device does not support eSIM or is network locked.

• The eSIM has expired or has been successfully activated.

• You did not contact us for support when the problem first occurred.

Some important notes

• Service limitations: Our service is subject to network compatibility and availability; equipment must be tested before purchase.

• Technical issues: We strive to resolve issues quickly; however, our responsibility is limited to support and refunds where eligible. We cannot provide support without critical customer information.

• Third-party networks: Service performance depends on third-party network infrastructure, and we are not responsible for factors beyond our control.