Apple replacement unlocking question

I recently got given a replacement phone from Apple for one that had a smashed screen and decided that I would give this to my partner as a gift. 
However, she is on a different network than me and even though I thought all Apple iPhone's were unlocked when refurbished, she cannot get her sim card to work.
Does anyone know if apple unlock the phones they give to you as replacements and if not, do they unlock them for you?

If the phone is locked to a carrier, only the carrier can unlock the phone.
If it is unlocked maybe it needs activating in iTunes.

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