An eSIM is a digital product delivered to you electronically, so its refund rules are different from those of a physical product. This page explains where you stand — before you buy, not afterwards.
As long as the eSIM has not been installed and has not been used, you can contact us and we will examine a refund request with the supplier.
Once the eSIM has been installed or activated it cannot be returned and cannot be issued again. A profile that has already been issued cannot be un-issued. That is not a commercial choice on our part but simply how the product works, which is why we have put it up here and not in a footnote.
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We ask our eSIM supplier whether your order is eligible for a refund. The check is made against the specific order, not by rule of thumb.
The supplier returns the eligibility, and where relevant also a refund handling fee — or the reason the order is not eligible. We pass the answer on to you exactly as it is.
A refund carried out with the supplier is irreversible. We will therefore not carry it out until you have explicitly confirmed that you have seen the terms and want to proceed.
Checking that your device is compatible takes a moment, and we are here precisely for the questions that come before a purchase.
And if you have already bought, found that the device is not suitable and have not installed yet — get in touch before doing anything else. A case like that is still worth checking, and we will look into it with the supplier.
The quality of reception and the speed at any given spot depend on the local network and on the load on it. Weak reception or low speed in a specific place is therefore not grounds for a refund — those are the local operator's ground conditions, and not something we control.
A plan that did not work at all is an entirely different story. That is a fault, and it is very much our concern. Contact us, we will look into what happened and deal with it.
A distance sale of digital information delivered by electronic means is regulated by the Consumer Protection Law, and the right of cancellation in such a sale is narrower than for a physical product. Once the digital product has been supplied, the right of cancellation on grounds of a change of mind does not apply to it.
The right of cancellation on account of a defective product, or a product that does not match what was presented to you, is always available to you, and nothing on this page waives it on your behalf.
The rights granted by law to a person with a disability, a senior citizen and a new immigrant are preserved in full.
This policy does not derogate from rights granted to you by law. If there is a conflict between what is written here and the law — the law prevails.
Message us onWhatsApp: 058-476-6666 three things: your order number, the destination and what happened. If you have a screenshot of the error message or of the settings screen, attach it — it shortens the check.
We check the order at our end, approach the supplier to establish eligibility and come back to you with the answer we received, including a handling fee if the supplier charges one. The refund is carried out only after you approve it.
An approved and processed refund goes back to the payment method you paid with. Crediting a different payment method is not possible, and when the credit actually appears depends on your card issuer or on the payment provider.
If you are unsure about an order you placed, don't guess. Message us on WhatsApp with the order number and destination, and we'll check it with you.
