Terms and Conditions

Return the SIM card if your travel plans have changed or been cancelled:

Within 7 days of purchase:

If you request to return the SIM card(s) within 7 days of purchase, we will gladly accept the return of the card and refund you the purchase price, less shipping and bank costs, if applicable (Kindly note that the conditions below, for the return of the SIM card(s) are applicable).

After 7 days of purchase

If you request to return SIM cards after 7 days calculated from the date of purchase, a service fee of 10% of the total price is applicable.

The card is not returnable after 30 or more days.

SIM card return conditions:

  1. The SIM card will only be accepted for return in its original sealed envelope provided by Gloka. In the event that the seal has been broken, a charge of 50,000 VND will be applicable for a SIM card status check.
  2. The SIM card must be in its original condition, must not have been detached from the SIM card tray and must not show any signs of having been inserted into any device.   
  3. On testing, the SIM card should have no records of any activation attempts.
  4. Gloka will not refund more than the SIM card’s value.

SIM cards that require activation: we only take back the SIM cards if you notify us at least 2 days before the activation day. If you request to return the SIM card less than 2 days before the activation day or after the activation day, we will not be able to refund you.

Refund/ Return faulty SIM card:

We guarantee a 100% refund on any SIM cards found to be faulty, when tested by Gloka.

Conditions:

    • Please contact us (please see contact information here) immediately on observing that you cannot use the SIM card (either call or internet access) but not later than 48 hours after you have noticed the fault;
    • We will give you a full refund if our technical support confirms that the SIM card is faulty after testing it;
    • As the faulty SIM card will need to be tested, please return the SIM card to Gloka for this purpose so that refunds may be processed as smoothly as possible;
    • Gloka will not refund more than the SIM card’s value.

We do not refund in the following cases:

    1. A request for a refund is received 7 days or more from the date of purchase (in case the SIM card is not faulty)
    2. The SIM card has been activated or shows signs that it has been inserted into a device.
    3. The destination of travel has poor or intermittent signal, especially rural areas and islands (It is the duty of the traveller to check, where possible, that a product they intend to purchase can in fact be used at their destination.)
    4. Your customized settings of your mobile device, prevent the SIM card from working either correctly or at all.
    5. Your device is locked or your IMEI is locked.
    6. Dissatisfaction with the internet speed or call quality.
    7. Cannot use some features due to objective reasons (e.g.: mobile hotspot not working)
    8. Account balances for unused services are not refundable.
    9. For any other reason, after successful activation.
    10. Please contact us within 48 hours if you have trouble using our products. Our 24/7 technical support team will try their best to help you solve any problems you experience in getting the best service from your SIM card. We regret that we are unable to offer a refund in the event that you have not contacted us as soon as possible and not later than 48 hours after noticing a fault.

By continuing with your purchase, you agree that you have read and agree to our terms and conditions.