SIMS Return Policy
We offer a 5-day return window for items that meet the requirements for return. Should you have a reason to return any item delivered to you, please contact us via any of our contact channels within five days of delivery and we will ensure you get resolution.
Steps to Activate a Return
STEP 1: Lodge a Complaint
Call any of our contact channels and fill an online form provided for Return. Also include pictures of the product that was delivered and purchase receipt as a means of evidence.
STEP 2: Claim Validation
Once your claim is validated. You, as the customer, are responsible for returning the item to a designated Digital Center close to you within the 5-day return window
STEP 3: Get Resolution
Upon verification and confirmation that the item returned is in good order and not damages by customer, SIMS will issue a resolution either by processing a refund (please, see our refund policy) or a delivery of a replacement item.
Items not eligible for Returns
• Products that have been altered from their original state or opened by unauthorized personnel without permission.
• Product with tampered or missing serial Universal Product Code numbers (UPC).
• Products damaged, scratched or broken due to misuse.
• Items without a backup receipt or whose receipt cannot be traced.
Frequently Asked Questions (FAQs)
How do I request to return an item?
Please fill our online form provided to initiate a return or call us on 07000307467. You can also send an email to info@simsng.com
Can I return if my item is outside the warranty period?
No, you will be required to refer the item to the service centre. Kindly call or send us an email.
How do I return an item?
After your claim has been validated (after filling our online form and attaching a picture of the item delivered and receipt), a return would be authorized for the item to be returned to the closest SIMS digital center closest to you or for SIMS agent to pick up the item from you. A return code will be issued to you upon the validation of the return claim.
Once retrieval is initiated, what happens next?
Our delivery agent will call you to schedule a retrieval. There will be 2-3 attempts made to retrieve the item. If unsuccessful, you will be required to return to any of our digital centres closest to you.
Can my item be retrieved?
Yes. Retrieval can be approved only for validated complaints of wrong, damaged, product standard and incomplete items received within 5 days of delivery.
Can my warranty be voided?
Yes, a warranty is voided once an item within the warranty period is opened, reverse-engineered or tampered with by technician(s) not affiliated with SIMS or the manufacturer.
I initiated a return but have not gotten a response and its over 48 hours, what do I do?
Please contact us via our customer care contact 07000307467.
Do I have to return the free gift when I return a product?
Yes, any free gift attached to the product must also be returned.
How do I track my return status?
We will keep you updated by email and SMS about the status of your return. You may also track your return using the return tracking number you received when the item was dropped off or retrieved.
Once the return of my package is done, how long will it take to be refunded?
Depending on the complaint, a refund would be made to your account within 10 to 14 business days after claim on defect is validated.
Can I return my item after the stated returns timeline?
You will not be able to return after 5 days but if it is faulty, it may be covered under warranty and a return can be authorized for the item to be referred to the service center by an after-sales support team.
Why was my item redelivered to me instead of a refund?
Returned items will be redelivered to you if we cannot validate your reason for returning them. For example, a phone returned for not charging will be tested extensively and if the claim is not validated, (the phone charges properly) the item will be taken to our closest store for you to pick up.
How long do I have to request for return?
You can request a return within 5 days for all eligible items if:
• You receive a wrong, damaged, defective, product standard/quality or incomplete item.
• You change your mind, but this will only allow you to choose another item within the price range of the item purchased. There will be no refund.
Return policy guidelines
• You can initiate a return within 5 days for ALL eligible items if you receive a wrong, damaged or defective.
• When returning an item, keep all seals, tags, accessories intact and ensure the item is in its original packaging.
• Remove any passwords from devices being returned, otherwise the return will be invalid.
• You can request a return if you have changed your mind about an item, but you must choose another item to cover the cost of the returned item. There shall be no refund for change of mind.
• Please note that items must meet SIMS’s return policy guidelines to be eligible for a refund. SIMS is committed to accepting returned products in line with applicable consumer protection legislation and guidelines.