Refund Policy

Refund Policy

At eSIMBox, we are committed to delivering reliable eSIM connectivity and excellent customer service. We understand that issues can occasionally arise, and we want to make our refund process as clear and fair as possible.

Please read this policy carefully before making a purchase. By completing a purchase on www.esimbox.website, you agree to the terms outlined below.

1. General Policy

Due to the digital nature of eSIM products, all sales are generally final once an eSIM QR code or activation details have been delivered. However, we do accept refund requests under specific eligible circumstances as described in Section 2.

Refund requests must be submitted within 7 days of the original purchase date.

2. Eligible Refund Cases

We will consider a refund in the following situations:

✓ Case 1: eSIM Not Delivered

You completed payment but did not receive your eSIM QR code or activation details via email within 24 hours, and our support team was unable to resend or resolve the issue.

✓ Case 2: eSIM Activation Failure

Your eSIM QR code was delivered but failed to activate on a compatible, unlocked device, and our technical support team was unable to resolve the issue after troubleshooting.

✓ Case 3: Incompatible Device (Not Disclosed)

Your device was listed as compatible on our website at the time of purchase, but the eSIM failed to work due to a compatibility issue on our end. Note: Refunds are not granted if the customer purchased without verifying device compatibility.

✓ Case 4: Duplicate Order / Accidental Purchase

You were charged twice for the same order, or you accidentally placed a duplicate order. The refund will apply to the duplicate charge only, provided the eSIM has not been activated.

✓ Case 5: Service Unavailable in Covered Region

The eSIM plan you purchased explicitly covers a specific country or region, but the network service was completely unavailable in that region due to a provider-side issue, and we were unable to offer an alternative solution.

3. Non-Eligible Refund Cases

Refunds will not be issued in the following situations:

  • The eSIM has been successfully activated and data has been used
  • The customer changed their mind after activation
  • The customer’s device is not eSIM-compatible or is carrier-locked
  • The customer provided an incorrect email address and the eSIM was sent to that address
  • Poor network signal due to geographic location or local carrier issues beyond our control
  • The refund request is submitted more than 7 days after the purchase date
  • The eSIM plan has expired due to non-use within the validity period

4. Step-by-Step Refund Process

If your situation qualifies under Section 2, please follow these steps to submit a refund request:

Step 1 — Contact Our Support Team

Reach out to us within 7 days of your purchase via one of the following channels:

Use the subject line: "Refund Request — [Your Order Number]"

Step 2 — Provide Required Information

In your refund request, please include the following details:

  • Full name and email address used at checkout
  • Order number or transaction ID
  • eSIM plan purchased (country/region and data package)
  • Description of the issue you experienced
  • Screenshots or evidence of the issue (e.g., error messages, activation failure screens)
  • Device model and operating system version

Step 3 — Review & Troubleshooting

Our support team will review your request within 1–2 business days. In some cases, we may attempt to resolve the issue before processing a refund (e.g., resending the QR code, providing alternative activation instructions). We will notify you of the outcome via email.

Step 4 — Refund Approval

If your refund request is approved, you will receive a confirmation email. Refunds are processed back to the original payment method used at checkout.

Step 5 — Refund Processing Time

Once approved, please allow the following timeframes for the refund to appear:

  • Credit / Debit Card: 5‱0 business days
  • PayPal: 3–5 business days
  • Other payment methods: Up to 14 business days depending on your provider

If you have not received your refund after the stated timeframe, please contact your bank or payment provider first, then reach out to us if the issue persists.

5. Partial Refunds

In certain cases, we may offer a partial refund based on the remaining unused data or validity period of your eSIM plan. This will be assessed on a case-by-case basis by our support team.

6. Chargebacks

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or payment provider. Unauthorized chargebacks may result in account suspension and additional fees. We are committed to resolving all legitimate disputes fairly and promptly.

7. Policy Updates

eSIMBox reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this page periodically.

8. Contact Us

For any questions about this Refund Policy or to submit a refund request, please contact us:

eSIMBox
Website: www.esimbox.website
Email: DaisyeVejar9193@hotmail.com
Hotline: +84 348 543 400
Address: 204/102 CMT8, Vinh Loi Ward, Rach Gia City, Kien Giang Province, Vietnam

eSIMBox — Instant Connectivity, Anywhere in the World.