Refund policy

Refund & Return Policy

Last updated: 2026/05/12

Thank you for purchasing from esimcardvietnam.

Because eSIM products are digital telecommunications services delivered electronically, different refund conditions apply compared with physical products. Please read the following policy carefully before making a purchase.

1. General Policy

All eSIM purchases are considered digital goods and are delivered electronically via email.

Once an eSIM QR code has been issued, certain refund limitations may apply due to the nature of digital activation and carrier provisioning systems.

2. Eligible Refund Situations

Customers may qualify for a full or partial refund under the following circumstances:

A. QR Code Not Delivered

If you do not receive your eSIM QR code within a reasonable delivery time due to a system error on our side, you may request:

  • a replacement QR code
    or

  • a full refund

B. Incompatible Device (Unused eSIM Only)

Refunds may be approved if:

  • your device does not support eSIM technology
    or

  • your device is carrier locked

ONLY IF:

  • the eSIM has not been activated

  • the QR code has not been scanned

  • the eSIM profile has not been installed

Customers are responsible for verifying compatibility before purchase.

C. Technical Failure

If the eSIM cannot connect due to a confirmed technical issue related to our service or network provisioning, we may offer:

  • troubleshooting support

  • replacement eSIM
    or

  • partial/full refund depending on the case

The customer may be asked to provide:

  • screenshots

  • device information

  • network settings

  • error messages

3. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

A. Activated eSIM

Once the eSIM has been:

  • scanned

  • installed

  • activated

  • connected to a supported network

the order becomes non-refundable.

B. Incorrect Purchase by Customer

We are not responsible for purchases made with:

  • incorrect device selection

  • unsupported phone models

  • accidental orders

  • incorrect travel dates

  • wrong destination selection

C. Early Activation Outside Vietnam

Customers must activate their eSIM only after arriving in Vietnam.

If the customer scans, installs, or activates the eSIM while still located in their home country or outside Vietnam, the eSIM validity period may begin immediately based on carrier system rules.

In such cases:

  • the order becomes non-refundable

  • no compensation or replacement will be provided

  • unused remaining days are not eligible for refund

By purchasing the service, the customer acknowledges and agrees to activate the eSIM only within Vietnam coverage areas.

D. Poor Signal Due to Local Conditions

Coverage quality may vary depending on:

  • remote areas

  • mountains

  • underground locations

  • weather conditions

  • temporary carrier congestion

These situations are outside our direct control.

4. Cancellation Policy

Orders may only be canceled BEFORE:

  • QR code issuance
    or

  • eSIM delivery

Once the eSIM has been generated and sent, cancellation is no longer guaranteed.

5. Refund Processing Time

Approved refunds are usually processed within:

5–10 business days

depending on your payment provider or bank.

Refunds are returned to the original payment method used during checkout.

6. Replacement Policy

If a QR code becomes unusable due to:

  • accidental deletion

  • installation issues

  • device reset

please contact support immediately.

Replacement availability depends on carrier system limitations and activation status.

7. Customer Responsibility

Before purchasing, customers should confirm:

  • the device supports eSIM

  • the phone is carrier unlocked

  • the destination coverage matches the selected plan

  • stable internet is available during installation

Customers are also responsible for following the activation instructions carefully and activating the eSIM only after arriving in Vietnam.

8. Contact Support

If you experience any issue with your eSIM, please contact our support team with:

  • order number

  • device model

  • screenshots of the issue

  • detailed problem description

We are committed to helping travelers stay connected smoothly throughout Vietnam.

Thank you for choosing esimcardvietnam.

9.Quyền hoàn tiền EU/EEA (English)

Applicable to customers residing in the European Union or European Economic Area.

Right of Withdrawal

Under EU Consumer Rights Directive 2011/83/EU, EU/EEA customers have the right to withdraw from a purchase within 14 days without giving any reason, subject to the exception below.

Exception for Digital Content

By completing your purchase and requesting immediate delivery of the eSIM QR code, you expressly agree to the immediate performance of the contract and acknowledge that you lose your right of withdrawal once the eSIM QR code has been delivered and you have begun using it.

If the QR code has not yet been delivered or used, contact us at esimcardvietnamtraveler@gmail.com within 14 days of purchase to request withdrawal.

How to Request a Withdrawal

Send an email to esimcardvietnamtraveler@gmail.com with your order number, name, and a statement that you wish to withdraw. We will process eligible refunds within 14 days using the same payment method.

Your Statutory Rights

Nothing in this Refund Policy limits your statutory rights as an EU/EEA consumer under applicable local law.