All goods sold are not returnable nor exchangeable. For eSIM, refund is not possible once QR code is being generated. In any case if your eSIM do not work in your destination country, please contact our Technical Support Team immediately via WhatsApp at +XXXXXXXXXXXX and we will assist in fixing the issue.
You must contact us first because sometimes unusable eSIM could be caused by wrong settings which can be easily fixed. Failure to contact us while you are overseas to resolve the problem will void your refund privilege.
There are also some scenarios whereby we are not responsible for a refund as follow:
- Flight is cancelled or rescheduled – No refund is applicable for this UNLESS if your eSIM requires pre-activation based on your arrival date. If we have not activated your card, then you are qualified for a refund. Hence it is important for you to inform us as soon as possible if your travel has been rescheduled so we can stop the activation of your SIM card. Note that if the eSIM is activated, we are unable to undo it and a refund will not be applicable.
- SIM lock phones – Brand new phones are usually locked to the mobile operator’s network. You must make sure the phone is eSIM compatible and it is not SIM lock. A refund is not applicable for the said case.
- Unable to use Hotspot or access certain Apps – If you are not able to use the hotspot data or access certain apps, this is due to the phone settings or software limitations which is beyond our control. If you have reached the data limit and the speed has been reduced, most apps will not be usable. Our packages are all data hotspot enabled and accessing apps is possible unless stated otherwise. A refund is not applicable for the said case.
- Phone unable to access SIM’s network – Certain eSIM plans have a requirement on the phone’s model and certain network band to use the eSIM. If there is such a requirement, it will be stated on the product page details. A refund is not applicable for the said case.
- Destination country Telco network down – Sometimes Telco will face network issues resulting in disruption of services. This is beyond our control, and we will keep you updated until issues are resolved. A refund is not applicable for the said case.
- SIM suspended by Telco due to breach of policy – In any case that your SIM is suspended or terminated by the Service Provider due to breach of security policy or used for illegal activities, it means that there has been a breach of the telco policy occurred.
- We are unable to do anything, as Telco has their own security team that has the final say on barring eSIM / SIM cards. SIM card usage policies will be listed on the product page if there is any. A refund is not applicable for the said case.
- Change of policy or plans by Telco – Telcos always change their plans and most of the time without informing us. The plans could be changed for the better or worse and in both cases, we are not responsible for it. Nevertheless, we will update any changes to the affected product page immediately after we get information about it.
Qualified refund cases are as follows.
- eSIM FAULTY – “NO SIM” detected in the phone. Refund minus shipping fee (if any). Please email us the details and request for a refund.
- Unable to use the eSIM – No data usage detected not able to connect to the network. If data usage is detected in our system, a refund is not applicable. Please email us the details and request for a refund.
- Unshipped orders – If your order has not been shipped out and you would like to cancel it. Refund minus 6% cancellation fee. Note that once the product is shipped out or emailed, it is not applicable for a refund.
- Delayed shipment – If your order did not reach you within 4 working days and has passed your travel dates. Refund minus shipping fee (if any). Please email us the details and request for a refund.
Refund Methods
- V Point credit refund: You will receive a refund minus any shipping or cancellation fees (if any).
- Bank transfer refund: There is a 6% processing fee on the refund amount after deducting shipping or cancellation fees (if any).
Claim steps.
- Email support@esim2roam.com or call us at +XXXXXXXXXX within 3 days upon arrival at your destination to report on the faulty card.
- Please email us the details and request for a refund for our investigation.
- We will contact you within 3 working days with the result of the investigation.
- Successful claims will receive a refund in the form of V Points store credits or bank transfer.