Refund and Replacement Policy

eSIMly Refund and Replacement Policy

At eSIMly, customer satisfaction is our top priority. Customers are entitled to a refund or replacement if an eSIM cannot be installed or used due to verified technical issues attributable to our service.

1. General Eligibility & Conditions

  • Technical Failure: Refund or replacement requests resulting from technical issues must be submitted within thirty (30) calendar days from the date of purchase. Eligibility requires full cooperation with our technical support team to complete all necessary troubleshooting procedures.

  • Accidental Purchases: Once an eSIM profile has been downloaded or installed onto a device, it is deemed "used" and becomes strictly non-refundable.

  • Promotional & Voucher Purchases: eSIMs acquired exclusively using voucher credits, points, or promotional rewards are ineligible for monetary refunds but may be replaced within thirty (30) days of purchase if technical failure occurs.

2. Exclusions & Limitations

  • Expired Packages: No refunds, credits, or pro-rated compensation will be granted for unused data remaining after a data package's validity period has expired.

  • Third-Party & Auxiliary Expenses: eSIMly will not cover, reimburse, or compensate for expenses incurred from alternate SIM cards, local providers, hotel phones, third-party roaming, or hardware rentals.

  • Maximum Liability: Approved refund amounts shall not exceed the actual monetary amount paid by the customer for the specific product.

3. Fraud, Abuse, & Unauthorized Transactions

  • Fraud Prevention: eSIMly reserves the right to deny any refund request where there is reasonable evidence of policy abuse, violation of our Terms and Conditions, or fraudulent activity.

  • Unauthorized Claims: Requests regarding unauthorized purchases are subject to formal investigation prior to approval. eSIMly reserves the right to immediately suspend any account associated with fraudulent activity.

4. Billing & Invoice Disputes

  • Customers disputing an invoice or charge in good faith must notify eSIMly within twelve (12) calendar days of receiving the invoice or billing notification.

  • Dispute notices must include the transaction reference, a detailed explanation of the discrepancy, and, where applicable, the disputed amount.

5. Exceptional Reviews & Administrative Fees

  • Refund requests that fall outside standard criteria will be reviewed individually at eSIMly’s sole discretion.

  • If an out-of-policy refund is granted, an administrative processing fee may be deducted from the total refund amount.

6. Refund Application Process

  • To request a refund or replacement, contact the customer support team through official eSIMly channels. Submissions must include the Order ID, device model, a description of the issue, and relevant screenshots or diagnostic information.