At Portugal Internet, we strive to make your experience worry-free. If you are not completely satisfied with your order or service, we offer clear terms for returns and refunds to protect your rights and ensure transparency.
1. Scope of This Policy
This Return & Refund Policy applies to all products and services ordered through portugalinternet.com, including:
- Portable Wi-Fi hotspot rentals
- Data SIM card rentals
- eSIM data purchases
By placing an order with us, you agree to the terms outlined here.
2. Cancellation of Orders
a. Portable Wi-Fi & Data SIM Rentals
You may cancel your order at any time before shipment for a full refund, subject to the following:
- Cancel ≥ 7 days before the pickup date → Full refund
- Cancel 3–5 working days before pickup date → Refund only if the order has not yet shipped
- Cancel < 3 working days before pickup date → No refund is possible
Shipping typically begins 3–5 working days before the scheduled pickup date. The timestamp of the email we receive from you constitutes the official cancellation time. Refunds are issued within 3 working days of acknowledging your cancellation.
b. eSIM Purchases
- If you cancel on the same day of purchase and the eSIM has not yet been installed, you are eligible for a full refund.
To request a cancellation, please send an email to help@portugalinternet.com with your order number and cancellation request.
3. Returns for Rental Equipment
For portable Wi-Fi hotspots and physical SIM cards:
- A prepaid return envelope is included with your shipment — simply place the items in it and drop it in any local postbox.
- Items must be posted back no later than midnight of the last day of your rental period.
- No postage cost is charged if you use the provided prepaid envelope correctly.
Important:
If you lose the prepaid envelope, leave the country without returning the items, or fail to return before the deadline, you are responsible for return shipping costs and any applicable customs fees.
4. Condition of Returned Equipment
All returned equipment must be in working order and good physical condition. If items are returned damaged or not in working condition, additional charges may apply to cover repair or replacement costs.
5. Refund Processing
- Refunds will be issued using the original method of payment whenever possible.
- Refunds are typically processed within 3 working days of confirming eligibility.
- The maximum refund amount is limited to what you originally paid for the order.
6. No Compensation Policy
Portugal Internet does not offer additional compensation beyond the refund of your payment amount.
7. How to Contact Us
If you have questions about a return, cancellation, or refund, please contact us at:
Email: help@portugalinternet.com
Phone: +351 220 135 448 (also WhatsApp)
Support Hours: Mon–Fri, 09:00–20:00 (GMT)