I. RETURN AND EXCHANGE POLICY

1. Return and exchange conditions

We understand that sometimes you may have unexpected changes. My SIM supports physical SIM returns and exchanges in some special cases (subject to approval), such as:

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

• Change of itinerary, flight cancellation, or no longer needing the service

Please contact My SIM and provide detailed information and proof for our quick review.

2. Regulations on notification time and sending products for return/exchange

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

• The SIM/eSIM must be intact, not activated or used.
  

• You are responsible for shipping costs when returning the SIM.

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

For eSIMs, My SIM applies a refund policy in some cases subject to approval, depending on each network provider and eSIM status. The applicable refund fee is 30,000 VND per eSIM.

3. Forms of return and exchange

We exchange goods for the correct product type ordered by the customer in cases of incorrect delivery/quantity or when products do not meet commitments.

- Exchange for another product of equivalent value if the customer's ordered product is out of stock, with the customer's consent.

If the customer no longer needs the product due to a product defect or does not agree with the exchanged product, the company will refund the customer via bank transfer or other agreed-upon method within 07 business days from the date of receiving the request.

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

In cases where the SIM does not meet the return/exchange conditions, or you send the goods without prior approval from My SIM, we reserve the right to return the SIM, and you will be responsible for shipping costs.

II. REFUND POLICY

You can request a refund if:

• The issue occurred due to a technical error on My SIM's part.

• You followed the instructions correctly, but the SIM/eSIM still doesn't work.

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

Cases where refunds are not possible

For physical SIMs

We regret that refunds will not apply if:

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

• The SIM has been activated or expired.

• You are in an area with weak or no network coverage.

• There is an issue from the local network provider (natural disaster, technical disruption, political instability, unstable infrastructure, etc.).

• You are not satisfied with the network speed or call quality.

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

For eSIMs

Refunds will not apply if:

• The eSIM has been deleted or reinstalled after activation.

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

• The eSIM has expired or has been successfully activated.

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

Some important notes

• Service limitation: Our service depends on compatibility and network conditions; devices need to be checked before purchase.

• Technical issues: We always strive to resolve issues quickly, however, our responsibility is limited to providing support and refunds if eligible. We cannot provide support if essential information is missing from the customer.

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