Returns Policy

Last updated: June 2026

SimFalcon supplies specialist IoT SIM cards and managed connectivity services for gates, intercoms, alarms, CCTV, routers and remote monitoring equipment.

Compatibility returns

If a SIM does not work with your device after reasonable setup checks, you may return the physical SIM within 14 days of delivery. The customer is responsible for return postage unless the SIM is confirmed to be faulty, damaged on arrival, or supplied incorrectly.

Before returning a SIM, you must contact SimFalcon so we can check activation status, APN settings, service type, usage and basic connectivity. Many connection problems are caused by device setup rather than the SIM itself.

Conditions for compatibility returns

A compatibility return will only be accepted where the SIM:

• is returned in good physical condition;
• has not been misused or damaged;
• has not been heavily used;
• has not been transferred between multiple devices for extended testing;
• has not been used outside normal setup or testing purposes.

Activated SIMs and managed service costs

Once a SIM has been activated, configured, assigned to a customer account, or supplied with a managed connectivity service, any refund may be reduced to reflect activation, number allocation, service setup, usage, data, SMS, voice, support time, or any other direct service costs already incurred.

Defective, damaged or incorrect items

Physical SIM cards that are defective, damaged on arrival, or supplied incorrectly may be returned for replacement or refund.

What this policy does not cover

This policy does not cover problems caused by:

• device incompatibility;
• incorrect device configuration;
• missing or incorrect APN settings;
• poor signal at the installation location;
• antenna position or antenna failure;
• wiring, relay, alarm panel, router, camera, CCTV, NVR or firmware issues;
• manufacturer app or cloud service issues;
• unsupported or locked equipment;
• installer error or customer misuse.

Customer responsibilities

Customers and installers remain responsible for ensuring that their device is suitable, correctly configured, correctly installed, and capable of using the required SIM, APN, network technology and service type.

How to request a return

To request a return, please contact SimFalcon before sending anything back. Include your order details, SIM details, device make and model, and a short explanation of the issue.

Statutory rights

This policy does not affect your statutory rights.