1. Different Rules Apply to Products and Services

Alvonex supplies both physical products and mobile connectivity services. Your cancellation and refund rights can therefore depend on what you have purchased.

2. Cancelling an Online Order for Physical Goods

If you are a consumer who purchases physical goods from Alvonex online, you will generally have the right to cancel the purchase without giving a reason.

You should notify us that you wish to cancel within 14 days after receiving the goods.

Once you have notified us of your cancellation, you will normally have a further 14 days to return the goods.

These rights are subject to applicable legal exceptions.

3. Returning a Physical SIM Card

If you wish to return a physical SIM card under your statutory cancellation rights, please contact Alvonex before sending it back.

The SIM should be returned with its original packaging and any accompanying material where reasonably possible.

You may inspect a physical product as you would reasonably be able to do in a shop. However, we may make a deduction from the refund if the value of the product has been reduced because it has been handled beyond what is necessary to establish its nature, characteristics and functioning, where permitted by law.

4. Activated or Used SIM Cards

A physical SIM card may be linked to a mobile service, activated, registered or otherwise provisioned for use.

Where activation also involves the commencement of a mobile service, your rights relating to that service may be different from your rights relating to an unused physical product.

Please contact us if you wish to cancel after activation so that we can determine the appropriate cancellation and refund position based on the product and service supplied.

5. eSIM and Monthly Mobile Services

eSIM plans, monthly physical SIM plans, Data SIM plans and other recurring mobile connectivity plans are services rather than ordinary physical-product purchases.

If you are a consumer purchasing a service online, you will generally have a statutory 14-day cancellation period starting from the day the service contract is entered into.

Where you ask Alvonex to begin providing or activating the service during that 14-day period, different refund rules may apply.

6. Starting a Service During the 14-Day Cancellation Period

Customers often want a SIM or eSIM service activated without waiting for the statutory cancellation period to expire.

Where applicable, we may ask you to expressly request that provision of the service begins during your cancellation period.

If you make such a request and later exercise your statutory right to cancel, you may be required to pay an amount proportionate to the service supplied up to the time you tell us that you wish to cancel, where permitted by law.

We will not remove or limit a statutory cancellation right unless the applicable legal requirements for doing so have been satisfied.

7. 30-Day Rolling Plans

Unless otherwise stated, Alvonex monthly connectivity services are provided on a 30-day rolling basis.

After any statutory cancellation period has passed, you may still request cancellation of a 30-day rolling plan at any time.

Unless otherwise required by law or agreed with you, the service will normally continue until the end of the service period that has already been paid for and will then be disconnected.

You should contact Alvonex to cancel the mobile service. Cancelling or blocking a recurring payment by itself may not terminate the underlying network connection.

8. Recurring Payments

Monthly plans may be paid through an authorised recurring payment arrangement.

Cancelling your Alvonex service will prevent future charges once the service cancellation has taken effect.

Payments already made for a service period are not automatically refundable simply because you decide not to use the remaining allowance or service, subject always to statutory cancellation rights and any other legal entitlement to a refund.

9. Faulty or Incorrect Physical Products

If a product supplied by Alvonex is faulty, damaged, misdescribed or not what you ordered, please contact us as soon as reasonably possible.

Your rights in relation to faulty or non-conforming goods are separate from the 14-day right to change your mind.

Depending on the circumstances and your statutory rights, an appropriate remedy may include replacement, repair or refund.

10. Problems With a Mobile Service

If you experience a technical problem with a SIM, eSIM or mobile service, please contact us before requesting a refund where possible.

We may need to investigate the connection, activation, network status, device compatibility or configuration before determining the appropriate remedy.

Nothing in this section limits any legal rights you may have where a service has not been supplied with reasonable care and skill or does not conform to the contract.

11. Network Coverage

Mobile coverage varies by location, network, building, terrain, device and other factors.

Customers are encouraged to check the relevant network’s coverage information before ordering a service.

A general difference in signal strength from one location to another does not automatically mean that a product or service is faulty. However, this does not affect any statutory rights you may have where a service fails to conform to the contract.

12. Device Compatibility

Customers are responsible for checking that their device is compatible with the selected SIM, eSIM and network before ordering.

In particular, an eSIM requires an eSIM-compatible device. Some devices may also be locked to another network or may not support all required network features.

If you are unsure about compatibility, please contact Alvonex before purchasing and we will do our best to assist.

13. Returning Goods

Please contact us before returning a physical product so that we can provide the appropriate return instructions.

Unless the goods are faulty, incorrect or we agree otherwise, the customer may be responsible for the direct cost of returning goods following a change-of-mind cancellation, where permitted by law and where this has been communicated appropriately.

We recommend obtaining proof of postage when returning an item.

14. Refund of Delivery Charges

Where a consumer validly cancels an online purchase of physical goods under statutory cancellation rights, we will refund the standard outbound delivery charge paid for the order where required by law.

If you selected a more expensive delivery option than our standard delivery service, we are not normally required to refund the additional cost of that upgraded service.

15. How Refunds Are Made

Refunds will normally be made using the original payment method unless otherwise agreed or permitted.

For valid returns of physical goods, we will process the refund within the time required by applicable law.

For returned goods, we may wait until the goods have been received back or until you provide evidence that they have been returned, where permitted by law.

Once Alvonex has issued a refund, the time taken for the amount to appear in your account may depend on your bank, card provider or payment processor.

16. Incorrect Address or Failed Delivery

Customers are responsible for providing an accurate delivery address when ordering.

If an item is returned to us because an incorrect or incomplete address was supplied, we may need to charge an additional delivery cost before redispatching the order, where appropriate.

This does not affect your statutory rights where the failure to deliver is Alvonex’s responsibility.

17. Business Customers

Some statutory consumer cancellation rights apply specifically to individuals acting for purposes wholly or mainly outside their trade, business, craft or profession.

Business customers purchasing primarily for business purposes may therefore have different cancellation rights.

Any applicable Business Mobile service terms and the rights that cannot lawfully be excluded will continue to apply.

18. How to Request a Return, Cancellation or Refund

To request a return, cancellation or refund, please contact Alvonex and provide:

• your name;
• your order or payment reference where available;
• the product or service concerned;
• your contact details; and
• a brief explanation of your request where relevant.

You do not have to provide a reason when exercising a statutory right to cancel during an applicable cancellation period.

19. Your Statutory Rights

This policy is intended to explain Alvonex’s returns, cancellation and refund process. It does not replace or restrict rights provided to you by law.