Refund policy

Refund & Returns Policy

Effective Date: 25/09/2025
Company: Scancom FZC
Website: www.scancom.ae

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  1. General Policy

At Scancom FZC (trading as Scancom.ae), we are committed to providing reliable SIM and eSIM solutions for business travellers and corporate clients. Please read this policy carefully before making a purchase. By completing a transaction on our website, you agree to the terms below.

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  1. eSIM Products
    • eSIMs are delivered digitally via email with a QR code.
    • Once a QR code has been issued, the product is considered delivered and non-refundable.
    • Customers must ensure their device is eSIM compatible before purchase.
    • No refunds will be issued for:
    • Incorrect activation dates provided by the customer.
    • Incompatibility with devices not supporting eSIM.
    • Misuse, loss, or accidental deletion of the QR code.

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  1. Physical SIM Products
    • Physical SIM cards (if offered) can be refunded only if not yet dispatched.
    • If dispatched, refunds are not possible unless the SIM is proven defective.
    • Shipping and handling charges are non-refundable.
    • Customers are responsible for return shipping costs where applicable.

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  1. Technical Issues
    • If a SIM or eSIM fails to activate due to a verified technical fault, we will provide:
    • A replacement product, or
    • A full refund, at our discretion.
    • Service performance (coverage, speed, or roaming availability) is dependent on third-party telecom operators. No refunds will be provided for variations in network quality.

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  1. Cancellation Policy
    • Orders may be cancelled before delivery (before an eSIM QR code is issued or before a SIM is dispatched).
    • Once delivery has been made, cancellations are no longer possible.

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  1. Compliance & Documentation
    • UAE VAT invoices are provided for all purchases.
    • Some destinations may require eKYC (identity verification). Refunds are not available if a customer refuses or fails to complete mandatory verification.

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  1. How to Request a Refund

To request a refund (where eligible), please contact us:

Scancom FZC
Trading as Scancom.ae
Business Center, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates
Email: info@scancom.ae
Phone: +971 58 889 38 86

Refund requests must include:
• Order number
• Product purchased
• Reason for refund request

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  1. Governing Law

This Refund & Returns Policy is governed by the laws of the United Arab Emirates. Any disputes will be handled under the jurisdiction of Dubai courts