Refunds & Returns Policy



1. Our Commitment to Quality & Functionality

We guarantee that the memorable number and associated SIM card are fully functional before they leave our premises.

  • Pre-Dispatch Testing: Every SIM card is thoroughly tested for incoming/outgoing calls and texts. The number will have been stored and tested on the SIM for a secure period.
  • Security: For your protection, a security lock is placed on the SIM before dispatch.
  • Proof of Functionality: Upon request, we will even call or text you from the SIM card immediately prior to dispatch to offer 100% assurance that the number is working.

2. Physical SIM Card & Number Returns

Your rights under the Consumer Contracts Regulations 2013 (Distance Selling) are acknowledged.

Change of Mind (Before Use)

You have the statutory right to cancel your order and request a refund within 14 calendar days of receiving your physical SIM card. You must notify us clearly in writing of your intent to cancel. The SIM card must be returned to us unused and with the security lock intact.

Damaged in Transit

If the physical SIM card is damaged during delivery, please notify us immediately. We will arrange for a free replacement to be dispatched to you without delay upon receipt of the damaged item.

No Refund Guarantee (When Asset is Used)

No refund will be issued if the memorable number has been ported off the SIM card using a PAC code or sim swap, or if the number has been activated and used on any network. By porting the number, ownership is fully transferred to you, making the sale final.

How to Report an Issue

If you experience any issues upon receipt, you must contact Gold Coast Sims immediately so we can assist you and resolve the matter quickly.

3. PAC Code Only (Digital Goods) & Transfers

A PAC code is considered a bespoke digital service / product that facilitates the immediate transfer of the number asset to your own account.

  • PAC Code Policy: Once a PAC code is issued and successfully used by the customer to transfer the number to their own network/SIM, no refund or return can be processed.
  • Ownership Transfer: The use of the PAC code signifies that the customer has taken ownership of the number asset on their own network, making the transaction final and irreversible.
  • Used/Expired PAC Codes: Refunds cannot be given for PAC codes that have been used, as the service has been rendered and the number is effectively now in your control.
  •  However, if you do not use the PAC code in time, and we have retained the original sim card, we will apply for a new PAC giving you a further 30 days to transfer it. After that 2nd expiry date we may not be able to get another PAC and as such we are not liable for any refunds or loss.