Refund policy

Estimated 2 minute read | Updated 10/10/2023, 3:23 AM Hanoi

1. Please Note

– The QR Code and eSIM are valid for 90 days from the date the order is created.
– Once an eSIM order is created, refunds cannot be processed.
– If the QR code expires, a new eSIM order will need to be created.
– Internet connectivity is required when your mobile device scans the QR code.
– A device can hold up to 8 eSIM profiles simultaneously (depending on your mobile capacity).
– An eSIM profile will be removed if the user deletes the eSIM from the phone or if the data package concludes.

2. Exchange Policy

If a customer receives an eSIM that doesn’t match the type ordered, ESimWise is committed to assisting the customer in exchanging the eSIM within 1 day.
 

3. Refund Policy

Refunds are processed and the eSIM returned under the following circumstances during the purchase process:

– The wrong type of eSIM was ordered.
– A complaint, dispute, or issue arises from ESimWise.
– Payment has been made but ESimWise is unable to provide the requested eSIM, a 100% refund of the amount paid by the customer will be issued.

4. Refund for Service Withdrawal

Refunds are not available once an eSIM order has been created.

5. Refund for Incompatible or Locked Device

– Ensure to check for device compatibility before making a purchase.
– Refunds are not available once an eSIM order has been created.

6. Refund for Connection Issues

If your eSIM isn’t working due to an issue on ESimWise’s end, or if the network infrastructure in the destination country is unstable, a full or partial refund may be arranged.

7. Before requesting a refund

– Contact our Customer Support Team at [email protected] or through our chat to report the connection issue.
– Refunds may not be guaranteed if contact is made after your trip.
– In other circumstances, a partial or full refund may be issued depending on the data used.

8. Refund Process

Let us take care of the hassle! Reach out to our Customer Support Team at [email protected] and provide the necessary information and documents as required.