Refund

I ordered a sim card for uncapped data on the 1st Sep, when it it arrived I asked one of their consultants to help set it up, the consultant said my wifi is not compatible with the sim card. That confused me cause it was working before with my friends sim card she ordered from them a month ago. Now I don't want their sim card anymore and I asked for refund they said they can't refund me. I asked them to send me the terms where it says there's no refund due for sim cards but couldn't get a straight answer instead they said they'll call me I'm still waiting for their call till today. I want my money!!!