Zwroty
Kiedy przysługuje zwrot i jak o niego wystąpić.
There is one rule: an eSIM can be refunded within 14 days of payment, and only while the profile has never been installed and no data has been used. A top-up is never refundable. The reason is that what you receive is a digital profile the supplier issues for that order alone, and once it is installed on a device it cannot be handed back the way a plastic SIM could be dropped into an envelope. Every question in this section comes back to the same line: has it been installed, or not?
This page sets out which cases are refunded as a matter of course, which are reviewed individually, and which generally are not, along with what to bring so the matter is settled quickly. It follows the terms actually in force rather than sounding more generous than we can be, because knowing in advance what is possible helps you decide better than a promise that cannot be kept.
The principle behind every one of these rules
When you order, the system requests a profile from that plan's supplier. That request carries a cost and reserves an entitlement against your order specifically. While the profile is neither installed nor activated, the position can still be unwound in many cases, but once it has been activated the supplier treats the goods as delivered and validity starts running under the plan's terms.
The second principle is that plans are sold as a package of volume plus validity rather than metered by consumption, so finishing with data left over does not create a balance that can be paid back in cash. Between them these two ideas explain nearly every answer here; grasp them and you can usually predict the answer to your own case before reading the detail.
Refunded, reviewed individually, or not refunded
This table sums up the lines actually applied. Read the middle column first, because the reason is what tells you which row your case belongs to, rather than a situation that merely sounds similar. Two stories that sound almost identical can sit in different rows purely because one profile was installed and the other was not.
| Situation | Reason | Usual outcome |
|---|---|---|
| The profile is neither installed nor activated | Nothing has been delivered into use yet | Refundable in full within 14 days, self-serve from the order page |
| We fail to issue the eSIM | You paid and did not receive what you ordered | Refunded once it is confirmed the profile could not be issued |
| A verified network-side fault makes the plan unusable | The product does not work as it should and this can be verified | Refunded after checking with the supplier |
| Wrong destination bought but not yet installed | It can still be unwound because the profile is unused | Refundable within 14 days; then buy the right plan |
| Installed, but validity has not started and no data used | The supplier does not take back an installed profile | Bezzwrotny |
| An unsupported device despite our device pages | The information was available before purchase, but cases differ | Reviewed individually |
| The plan has been used | The goods were delivered and consumed | Bezzwrotny |
| Data left over at the end of the trip | Plans are sold as a package rather than metered | The remainder is not refundable: choose a smaller size next time |
Where the refund lines fall, and the reasoning behind each
You bought the wrong destination
Here the outcome differs sharply between installed and not installed. If it is not installed and you are still inside 14 days, refund the wrong order from the order page and buy the right country's plan instead: we have no mechanism for swapping one plan for another. Sooner is better, because installing closes the refund immediately.
If it has been installed, it cannot be refunded, because the supplier does not take back an installed profile. What is left is buying the correct country's plan while the first one stays as it is, and keeping that first plan for a later trip if its own terms still allow it.
Can you get a refund after installing?
No, however many minutes ago you tapped install. Once the profile is on the device the supplier will not take it back, so we cannot refund it, even with validity not started and no data used. The single exception is a profile that genuinely does not work with the fault confirmed on the provider side, which we review case by case.
What to avoid is deleting the profile yourself before contacting us: deleting does not return it to its pre-installation state, and in many cases it renders the profile permanently unusable even where we could otherwise have helped. If you are unsure, leave it on the device and ask first.
Your trip moved: is the plan lost?
A plan that starts counting from first connection has not begun as long as you have not connected at the destination, so moving a trip by a few days is usually not a problem. The detail people miss is that the profile carries an activation window, stated on the plan page, within which it must be started. Move the trip beyond that and the entitlement can expire before you ever use it.
If the trip slips a long way, contact us before that activation window closes rather than waiting until it has passed. Once it has, the options narrow sharply and in some cases disappear. Telling us early does not guarantee that anything can be moved, but it is the only moment at which there is still something to consider.
Can unused data be refunded?
Generally not, because a plan is sold as a package of volume and validity rather than billed by consumption, in the way an entry ticket is priced by session rather than by the minutes you spent inside. What you can do is adjust how you buy next time so it matches how you actually use data.
If you routinely finish with a lot left, choose a smaller size and top up when you need to, where the plan supports topping up. That usually costs less in total than buying a large margin upfront, and if you are unsure how much you use, estimate it from your real habits before picking a size.
When the device turns out not to be supported
A handset that does not support eSIM, or one locked to an operator, cannot install the profile. These cases are reviewed individually, because compatibility information is available to check before buying, though in practice we recognise that some models carry conditions tied to the market they were sold in, which the model name alone does not reveal.
Prevention is much the better route: check compatibility before you buy, and if the phone was ever tied to an operator contract, make sure it has genuinely been unlocked. Two minutes of checking beforehand is cheaper in every sense than a refund request afterwards.
How to request a refund
There is no complicated form to fill in. What slows a case down is missing information that forces several rounds of questions. The sequence below is designed to settle it in one exchange wherever possible.
- 1Stop: do not install, and do not deleteIf it is not installed, leave it that way; if it is, do not delete it. Both actions affect the options left in your case.
- 2Read the status on your order pageNote which stage the order is at and what state the profile is in. It helps you describe the case precisely and helps us check it quickly.
- 3Gather the order number and the email usedThese two are the key to finding your order. If you bought several plans for one trip, say clearly which one you mean.
- 4Describe what you actually sawGive what happened in order, with any error message, the country you are in and the phone model. Avoid summarising it as it does not work, which covers far too many different causes.
- 5Send it to us on LINE or by emailMessage us on LINE at https://lin.ee/skDPoNx (@esimonline) or email esimonline.asia@gmail.com. We do not run a telephone service, and writing also leaves a record of the case to refer back to.
- 6Wait for the check with the supplierSome cases need the state confirmed with the supplier first, particularly anything resting on a network-side fault. We report the outcome as it comes back.
What to send for each kind of case
What genuinely helps differs by the type of case. This table says what to attach for each, so information does not have to travel back and forth several times, which is the commonest reason a case takes longer than it should.
| Type of case | What to attach | Why we need it |
|---|---|---|
| The eSIM never arrived | Order number, the email used, and the time of payment | To find the order and see which stage it is held at |
| Wrong destination | The plan bought, the country you meant, and whether it is installed | Installation state determines which options exist |
| It will not work at the destination | Phone model, the city or area, screenshots of the line settings and any error | To separate a handset setting from a network-side fault |
| Accidental duplicate purchase | Both order numbers, and which of them has been installed | The uninstalled one always has wider options |
| Unsupported device | The full model, the market it was bought in, and the message shown during install | Many limits depend on market and on operator locking |
The details that settle each kind of case faster
Once approved, when does the money arrive?
Once we issue a refund, the money returns to the method you paid with on your bank's or payment provider's schedule, usually 5 to 10 working days. Their cycles differ and that part is not ours to control, so the figure is a guide rather than a guarantee. What we always do is tell you the date on which we issued it.
If it takes longer than your bank states, tell us with the order number and we will send the refund evidence for you to take to them directly. Where you paid by card, a refund often shows as a separate line on the statement rather than as the original charge disappearing, so look for both.
How to avoid needing a refund at all
Most refund requests we see come from the same three things: the wrong country, an unsupported handset, and a size that does not match real use. All three can be checked before you pay, and together they take only a few minutes. The list below is what to confirm first.
- The country or region on the plan matches where you are actually going
- Your phone supports eSIM and is not locked to an operator
- The data volume matches your usage rather than a guess
- You have read how validity starts and what the activation window is
- If you plan to share a hotspot, check the plan states that it is supported
- You have kept the order number and the email used somewhere findable
FAQ
I have not installed the profile at all. Can I get a refund?+
Yes, if you are still within 14 days of payment. Open your order page and use the refund button: it checks the state with the supplier first. Do not install it in the meantime, because installing closes the refund immediately.
Data never worked for the whole trip. Will I be refunded?+
It depends on whether the check shows a network-side fault or a handset setting. Where a verified network fault made the plan unusable, that case is refundable. Send us the phone model, the city you were in, and screenshots of the line settings and any error, so the check with the supplier is aimed at the right thing. We report what the check actually finds.
Why can I not be refunded for data I did not use?+
Because a plan is sold as a package of volume and validity rather than metered by consumption, so what you pay is the price of the whole package rather than a rate per gigabyte used. If you routinely finish with data left, the cheaper route is a smaller size next time, topped up if that plan supports topping up.
How many days until the refund reaches me?+
Usually 5 to 10 working days after we issue it. The exact timing belongs to your bank or payment provider and their cycles differ, so that is a guide rather than a guarantee. What we always give you is the date we issued it. If it runs longer than that, or longer than your bank states, tell us and we will send the evidence for you to take to them.
I installed the wrong plan by mistake. Is anything still possible?+
Once it is installed it cannot be refunded, because the supplier does not take back an installed profile. Do not delete it: deleting does not return it to its pre-installation state. What we can help with is working out where that plan is still useful, and choosing the right plan for where you are actually going.
If a refund is declined, what else can I do?+
Ask us whether any other option exists in your case, such as putting an existing plan to use on a later trip where its terms still allow it, or choosing a better-matched plan next time by checking country, device and size before buying. We answer from that plan's actual terms rather than from what we would like them to be.
Najczęstsze pytania w tej sekcji
Kiedy mogę otrzymać zwrot pieniędzy?+
W ciągu 14 dni od zapłaty i tylko dopóki profil nigdy nie został zainstalowany, a dane nie zostały użyte. Możesz wystąpić o to sam ze strony zamówienia: sprawdzamy stan profilu u dostawcy i odpowiadamy od razu. Gdy profil zostanie zainstalowany lub rozpocznie się jego ważność, dostawca go nie przyjmie z powrotem i nie możemy zwrócić pieniędzy. Doładowanie nigdy nie podlega zwrotowi. Jeśli w ogóle nie uda nam się wydać eSIM, opłata zostaje zwrócona automatycznie, bez konieczności składania wniosku.
Kupiłem pakiet na zły kierunek+
Jeśli profil nigdy nie został zainstalowany, możesz samodzielnie zwrócić zamówienie ze strony zamówienia w ciągu 14 dni od zapłaty, a następnie kupić właściwe miejsce docelowe. Po zainstalowaniu dostawca go nie przyjmie z powrotem, więc nie ma zwrotu ani wymiany. Jeśli nie wiesz, w jakim jest stanie, prześlij nam numer zamówienia — sprawdzimy to.
Moja podróż się przesunęła — czy tracę pakiet?+
Plan liczony od pierwszego połączenia nie rozpoczął się, dopóki nie połączysz się na miejscu, ale profil ma okno aktywacji (podane na stronie planu). Jeśli Twoja podróż wykracza poza to okno, skontaktuj się z nami, zanim się ono zamknie.
Czy mogę otrzymać zwrot po instalacji?+
Nie. Po zainstalowaniu profilu na telefonie dostawca go nie przyjmie z powrotem, więc nie możemy dokonać zwrotu — nawet jeśli nie wykorzystano żadnych danych. Zwrot jest możliwy w ciągu 14 dni od płatności i tylko wtedy, gdy eSIM nigdy nie został zainstalowany. Jedynym wyjątkiem jest profil, który naprawdę nie działa, a wina po stronie dostawcy została potwierdzona — takie przypadki rozpatrujemy indywidualnie.
Czy mogę otrzymać zwrot za niewykorzystane dane?+
Zwykle nie: pakiety są sprzedawane jako połączenie limitu danych i okresu ważności, a nie rozliczane według faktycznego zużycia. Jeśli regularnie kończysz podróż z niewykorzystanymi danymi, następnym razem wybierz mniejszy pakiet i w razie potrzeby dokup więcej — zwykle wychodzi taniej niż kupowanie dużego zapasu z góry.
Kto zajmuje się zwrotami za plan sprzedany przez partnera?+
Taka sytuacja nie ma miejsca: każdy plan na tej stronie jest sprzedawany przez nas, bez udziału innego sprzedawcy. Dlatego każdy wniosek o zwrot podlega tej samej, jednej naszej polityce zwrotów — skontaktuj się z nami bezpośrednio, podając numer zamówienia.
Mój zwrot został zatwierdzony. Kiedy dotrą pieniądze?+
Gdy wystawimy zwrot, pieniądze wracają na metodę płatności, którą użyłeś, zgodnie z harmonogramem Twojego banku lub dostawcy płatności — zwykle 5–10 dni roboczych. Zawsze podajemy datę, kiedy wystawiliśmy zwrot.
Przeczytaj każdą odpowiedź w całości
- Kiedy mogę otrzymać zwrot pieniędzy?
- Kupiłem pakiet na zły kierunek
- Moja podróż się przesunęła — czy tracę pakiet?
- Czy mogę otrzymać zwrot po instalacji?
- Czy mogę otrzymać zwrot za niewykorzystane dane?
- Kto zajmuje się zwrotami za plan sprzedany przez partnera?
- Mój zwrot został zatwierdzony. Kiedy dotrą pieniądze?