Refund and Returns Policy

Refunds & Returns Policy

We want you to be happy with your purchase from Simba Telecom. If something is not right, this page explains how returns, exchanges and refunds work.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with all accessories, and you must bring your receipt or proof of purchase.

Items that cannot be returned

SIM cards that have been registered or activated
Airtime, data bundles and other digital or prepaid products
Items that show signs of misuse, physical damage, liquid damage or unauthorised repair
Items returned without their original packaging or accessories
Sale items, which can only be exchanged if faulty

Faulty or damaged devices

If your device is faulty or arrives damaged, bring it to any Simba Telecom outlet or service centre with your proof of purchase. Our technicians will inspect it and, where the fault is covered by the manufacturer’s warranty, repair or replace it. See After Sales for warranty support, including authorised HMD (Nokia) warranty service.

Refunds

Once your return is received and inspected, we will notify you by email or phone whether your refund is approved. If approved, your refund will be processed to the original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank or mobile money account again, as it may take some time before the refund is posted. If you’ve done this and still have not received your refund, please contact us at info@simbatelecom.com or call +256 312 351500.

Exchanges

We only replace items that are defective or damaged. To arrange an exchange, contact us or visit your nearest outlet.

Online orders and delivery returns

If you ordered online, contact us first at info@simbatelecom.com so we can arrange the return. Unless the item is faulty, the cost of return shipping is the customer’s responsibility and is not refundable.