Refund & Money Back Guarantee

General Exclusions

The following products and circumstances are strictly not eligible for any refund or return, regardless of the reason:

• Any SIM or eSIM that has already been activated, scanned, or used
• Any product that requires redemption and has already been redeemed
• Any product that is close to expiry (less than 3 months remaining at the time of return request)
• Any product sold as clearance or discontinued
• Any product listed as non-refundable (see below)

Non-Refundable Products include (but are not limited to):

• Japan eSIM Unlimited Data (KDDI)
• South Korea eSIM Unlimited Data (SKT)

Refunds or replacements may be provided if:

• Product was damaged in transit
• There is a genuine fault or network issue during your trip
• You received the wrong product or Change of mind

Refund Policy (Faulty or Damaged Products)

You must contact us via live chat (Messenger or WhatsApp) or email at support@travelkon.com.au as soon as possible (while you are overseas and before your trip ends) and work with us to resolve the issue. We need to troubleshoot to ensure the problem is with the product and not with the phone.

• Refunds are only processed to original payment method or as a store credit.
• Refunds will be processed within 48 hours of approval. Funds usually appear within 3–5 business days, depending on your bank.
• In some cases, we may request the product (SIM) be physically returned to us for inspection before refunding.
• Return postage is free if you use the original envelope with “RTS” (Return to Sender) written on it; otherwise, return postage is at your own cost.
• Refund requests are subject to approval by TravelKon.

Change of Mind Policy

We understand that circumstances can change.
For eligible products (not activated, not redeemed, not close to expiry, not on clearance/final sale, and not on the non-refundable list above), you may request a refund within 7 days of receiving your order, subject to the following conditions:

• General Exclusions apply – Refer above
• The physical SIM must be unused, unactivated, and in its original packaging with at least 3 months before expiry.
• eSIMs must not be scanned or activated. (Some eSIMs are strictly non-refundable once sent—see above.)
• Products requiring redemption must not have been redeemed.
• All change of mind refunds are subject to a 10% restocking/handling fee.
• Postage costs are not refunded.
• Refunds are only processed to store credit.
• Refund requests are subject to approval by TravelKon.

• Return instructions: If approved, return the SIM using the original envelope marked “RTS” for free postage. If you no longer have the envelope, you must cover return postage costs.

• Refunds will be processed within 48 hours of receiving the returned SIM and approval.

Other Important Notes

• Please ensure your device is compatible with the SIM/eSIM before purchasing;
• Refunds are not provided for loss of your device, incorrect installation, activating too early, or not reading the product information carefully.
• If your eSIM/SIM product is non-refundable, this will be clearly stated on the product page. Please check the page before purchase.

Contact Us

If you believe you are eligible for a refund or have any questions about these terms, please contact us via:

• • • Live Chat: Messenger or WhatsApp
    • Email: support@travelkon.com.au