Refund policy

eSIM Neo Delivery, Refunds, and Cancellation Policy

At eSIM Neo, customer satisfaction is our top priority. Please review our policy carefully to understand the terms under which refunds or cancellations are permitted.

1. Eligibility for Refund

Due to the digital nature of our products, once the QR code is delivered via email or scanned, refunds or exchanges cannot be processed. Ensure you’ve reviewed all product details before completing your purchase.

  • Cancellations: Orders can only be canceled if the eSIM has not been downloaded, activated, or scanned.

2. Cases Ineligible for Refund

Refunds will not be granted under the following circumstances:

  • Failure to Seek Assistance: Customers who do not contact eSIM Neo Support for help with activation or troubleshooting.
  • Customer-Induced Issues: Cases where the eSIM has been invalidated due to deletion, device damage, factory resets, or loss of the device.
  • Incorrect Purchases: Mistaken purchases, such as selecting the wrong country or activating an eSIM in a non-covered region.
  • Partially Used Products: Refunds are not available for partially consumed eSIM services, including leaving the coverage area mid-use.
  • Dissatisfaction with Network: Refunds will not be issued based on personal dissatisfaction with network quality.

3. Requesting a Refund and Refund Method

Approved refunds will be processed via the original payment method used at checkout.

  • Please allow up to 30 business days for the refund to reflect in your account.
  • To request a refund, email eSIM Neo Support at admin@esimneo.com . Include:
    • Order number.
    • Product name.
    • A clear reason for the refund request.

4. Reporting Service Issues

If you encounter issues while using our service, please contact our Support Team immediately.

  • Refunds for technical issues will only be considered if the issue is reported during your travel in the supported country.
  • Refund requests made after returning to your home country without prior verification will not be accepted.

5. Final Note

Your trust and satisfaction are important to us. Please make an informed decision by carefully reviewing our product details before completing your purchase.