Refund Policy
If your eSIM does not function due to a technical issue on the eSIM5G side, you may be eligible for a full or partial refund depending on the specific circumstances.
If the issue is caused by factors beyond our control — such as an incompatible device, unsupported handset, or incorrect activation — refunds or replacements are generally not provided.
Please note that all eSIM QR codes are unique digital products and are considered used once issued and activated.
Refund request period: Refund requests must be submitted within 14 business days of purchase.
Before submitting a refund request, please:
- Contact our support team and report the issue.
- Provide detailed information and screenshots to allow proper diagnosis.
- Allow our technical team to review your request. Support is available Monday–Friday, 10:00–19:00 (GMT+7); weekend response times may vary.
Change-of-mind returns and exchanges
Because each eSIM is a unique digital product issued for a specific order, returns requested solely because the customer changed their mind and exchanges are not available. This does not limit eligibility for a full or partial refund when an eSIM fails due to a technical issue on the eSIM5G side, subject to the conditions and 14-business-day request period above.
For approved refunds due to technical issues on the eSIM5G side, eSIM5G does not deduct an administrative fee.
Refund requests are reviewed within 3–5 business days. If approved, the funds will be returned to the original payment method within 15–30 business days, depending on your bank or payment provider.
Refund requests and related questions can be sent to [email protected].
Refund Policy
If your eSIM does not function due to a technical issue on the eSIM5G side, you may be eligible for a full or partial refund depending on the specific circumstances.
If the issue is caused by factors beyond our control — such as an incompatible device, unsupported handset, or incorrect activation — refunds or replacements are generally not provided.
Please note that all eSIM QR codes are unique digital products and are considered used once issued and activated.
Refund request period: Refund requests must be submitted within 14 business days of purchase.
Before submitting a refund request, please:
- Contact our support team and report the issue.
- Provide detailed information and screenshots to allow proper diagnosis.
- Allow our technical team to review your request. Support is available Monday–Friday, 10:00–19:00 (GMT+7); weekend response times may vary.
For approved refunds due to technical issues on the eSIM5G side, eSIM5G does not deduct an administrative fee.
Refund requests are reviewed within 3–5 business days. If approved, the funds will be returned to the original payment method within 15–30 business days, depending on your bank or payment provider.
Refund requests and related questions can be sent to [email protected].