Return and Refund Policy

I. RETURN POLICY

1. Return conditions

We understand that sometimes you have unexpected changes. Aviro supports you to exchange your physical SIM in some special cases (subject to approval), for example:

• Your device does not support physical SIM (eSIM only)

• Change schedule, cancel flight or no longer need to use

Please contact Aviro and provide detailed information with proof for quick review.

2. Regulations on notification time and sending returned products

• You can request an exchange/return within 10 days of receiving the SIM/eSIM

• SIM/eSIM must be intact , not activated or used
  

• You are responsible for shipping costs when returning the SIM.

• Aviro applies a refund processing fee of 30% of the SIM value (based on retail price, excluding promotions)
  

With eSIM, Aviro applies a refund policy in some cases that need to be approved, depending on each network operator, eSIM status, the applicable refund cost is 30,000 VND/1 eSIM

3. Return policy

We exchange the correct product type that the customer ordered for products that are delivered incorrectly/incorrect quantity or when the product does not meet the commitment.

- Exchange another product of equivalent value for the customer in case the product the customer ordered is out of stock if the customer agrees.

In case the customer no longer needs the goods due to product defects or does not agree with the returned goods, the company will refund the customer by bank transfer or by method agreed with the customer within 07 working days from the date of receiving the request.

We will process the refund within 10 working days of receiving the SIM and completing the product inspection.

In case the SIM does not meet the conditions for exchange/return, or you send the item without prior approval from Aviro, we will send the SIM back and you will need to pay the shipping fee.

II. REFUND POLICY

You can request a refund if:

• The incident occurred due to a technical error on Aviro's part.

• You followed the instructions correctly but the SIM/eSIM still doesn't work

Refund processing time: within 5 working days after we confirm the problem.

Cases where refunds are not possible

For physical SIM

We regret that refunds will not apply if:

• Your device does not support SIM or is network locked

• SIM is activated or expired

• You are in an area with weak or no network signal.

• There is a problem with the local network (natural disaster, technical disruption, political instability, unstable infrastructure,...)

• You are not satisfied with the network speed or call quality

• You did not contact us for support when the problem first occurred.

For eSim

Refunds will not apply if:

• eSIM has been deleted or reinstalled after activation

• Your device does not support eSIM or is network locked

• eSIM has expired or has been successfully activated

• You did not contact us for support when the problem first occurred.

Some important notes

• Service Limitations: Our service is subject to network compatibility and conditions, devices should be checked before purchase.

• Technical Issues: We always try to resolve issues promptly, however our responsibility is limited to support and refunds where applicable. We cannot provide support without important information from the customer.

• Third Party Networks: Service performance depends on third party network infrastructure, and we are not responsible for factors beyond our control.