Our Refund Approach

eConnectSim provides digital eSIM products. Because an eSIM may contain a unique QR code or activation information, refund eligibility can depend on whether the eSIM has been delivered, installed, activated, or used.

We review each request based on the order details, delivery records, activation status, technical issue, and information provided by the customer.

Eligible Refund Cases

A refund may be considered in the following situations, subject to order verification:

• The purchased eSIM was not successfully delivered after the payment was confirmed.
• The delivered activation information is invalid or cannot be used due to a verified issue with the supplied eSIM.
• A technical activation issue occurs and our support team is unable to resolve it after reasonable troubleshooting.
• The same order was accidentally charged more than once for the same purchase.
• A refund is otherwise approved under the specific product terms displayed at the time of purchase.

Unused eSIM Cancellation

If you change your plans after purchasing an eSIM, contact us as soon as possible before installing or activating the eSIM.

An unused and unactivated eSIM may be considered for cancellation and refund after verification. Once an eSIM has been installed, activated, or used, refund eligibility may be limited because the digital product may no longer be resalable or reusable.

Delivery Issues

If you have completed payment but cannot find your eSIM email, please check your inbox, spam, junk, and promotional folders first.

If the eSIM is still not received, contact us with your order information. We will review the payment and delivery records and assist with the order before determining whether a refund is appropriate.

Activation & Technical Issues

If your eSIM cannot be installed or activated, please contact support before requesting a refund. We may ask for your device model, operating system, error message, and relevant activation details.

We may provide troubleshooting instructions or review the eSIM configuration first. If the issue is verified and cannot reasonably be resolved, the order may be considered for a refund.

Device & Compatibility Issues

Customers are responsible for checking eSIM compatibility before purchase, including device model, carrier restrictions, country or regional limitations, and eSIM functionality.

A refund may not be available when an eSIM cannot be used because the customer's device, carrier, region, network configuration, or account does not support the selected eSIM.

Please review our eSIM Compatibility information before purchasing.

Activated or Used eSIMs

Refunds are generally not available after an eSIM has been activated or used, including when mobile data has already been consumed.

If you experience a genuine service or activation problem after activation, please contact support so we can review the specific circumstances and available options.

Non-Eligible Refund Cases

A refund will generally not be approved in the following situations:

• The eSIM has already been activated or used and the service was delivered as described.
• The customer selected the wrong destination, package, data allowance, or validity period.
• The customer's device does not support eSIM or does not meet the applicable technical requirements.
• The device is carrier-locked or restricted from using the selected eSIM.
• The customer did not follow the provided installation or activation instructions.
• The customer simply changes their mind after the eSIM has been delivered, installed, or activated.
• Service performance is affected by local network conditions, coverage, congestion, device settings, or other factors outside our control.

Refund Request Requirements

To help us review your request efficiently, please provide:

• Order number or transaction reference.
• Email address used for the purchase.
• A clear description of the issue.
• Relevant error messages or screenshots when applicable.
• Device model and operating system when the issue is technical.
• Any relevant information requested by our support team.

Providing accurate information helps us verify the order and determine the appropriate resolution.

Refund Processing Time

Once a refund is approved, eConnectSim will initiate the refund through the applicable payment provider.

The time required for the refunded amount to appear in your account may vary depending on the payment method, payment provider, bank, card issuer, and applicable processing procedures.

Duplicate Payments

If you believe you were charged more than once for the same order, please contact us with the relevant transaction references.

After verification, an unintended duplicate payment may be refunded through the applicable payment method.

PayPal Disputes & Payment Claims

We encourage customers to contact eConnectSim first so we can review and resolve transaction issues directly whenever possible.

If a transaction is disputed through PayPal, the dispute will be handled according to PayPal's applicable rules and procedures. Customers should provide accurate information and respond to requests for documentation within the applicable timeframe.

A customer should not seek a duplicate recovery from multiple sources for the same transaction. Any applicable PayPal Purchase Protection or dispute rights are determined by PayPal under its own terms.

Policy Updates & Contact

eConnectSim may update this Refund Policy when our products, payment processes, or applicable requirements change.

If you have a refund question or need help with an order, please contact us through the Contact Us page and provide your order information.