Refund policy

Last updated: 01 January 2026

At Zappyfi, we want you to feel confident when purchasing from us. This Returns & Refunds Policy explains when you can return items, how refunds work, and what to do if something isn’t right.

1. SmartSIM Returns & Money-Back Guarantee

We offer a 14-day money-back guarantee on Zappyfi SmartSIMs if you’re unable to get connected.

Eligibility

  • The guarantee applies to data-only SmartSIMs
  • The request must be made within 14 days of first use
  • You must have followed the basic setup instructions and contacted support if needed

If you’re unable to get your SmartSIM working, simply contact our support team and we’ll review your case and arrange a refund where applicable.

Please note: Data that has already been used may not be refundable.

2. Portable Wi-Fi Devices & Hardware Returns

Portable Wi-Fi devices, routers, and hardware accessories can be returned within 30 days of delivery, provided that:

  • The item is unused or lightly used
  • It is returned in its original condition and packaging
  • All accessories, manuals, and included items are returned

Once we receive and inspect the item, we’ll process your refund.

3. Accessories & Non-SIM Products

Mobile accessories and travel products are eligible for return within 30 days of delivery, as long as they are:

  • Unused
  • In original packaging
  • In resaleable condition

Opened or heavily used accessories may not be eligible for a refund unless faulty.

4. Non-Returnable Items

The following items are not eligible for return or refund:

  • Digital products or downloads
  • Data bundles or top-ups once activated
  • Items damaged due to misuse, neglect, or unauthorised modification

This does not affect your statutory rights.

5. Faulty or Damaged Items

If your product arrives faulty or damaged, please contact us as soon as possible. We may ask for photos or additional details to help resolve the issue quickly.

Where a fault is confirmed, we’ll offer a replacement, repair, or refund, in line with UK consumer law.

6. How to Request a Return or Refund

To start a return or refund request, please contact our support team with:

  • Your order number
  • The item you wish to return
  • A brief explanation of the issue

Email: support@zappyfi.com

Our team will guide you through the next steps.

7. Refund Processing

  • Approved refunds are processed to the original payment method
  • Refunds are usually completed within 5–10 working days after approval
  • Shipping costs are non-refundable unless the item is faulty or incorrect

8. Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

9. Contact Us

If you have any questions about returns or refunds, we’re here to help.

Website: www.zappyfi.com
Email: support@zappyfi.com