Política de reembolso

Há uma regra: um eSIM pode ser reembolsado em até 14 dias do pagamento, e só enquanto o perfil nunca tiver sido instalado e nenhum dado tiver sido usado. Uma recarga nunca é reembolsável. Toda página deste site informa a mesma regra.

Refundable

• O perfil nunca foi instalado, nenhum dado foi usado, e está dentro de 14 dias do pagamento — esse caso é autoatendimento pela página do pedido.
• Recebemos o pagamento mas não conseguimos emitir o perfil — a cobrança é estornada automaticamente.
• Foi instalado mas realmente não funciona, e o suporte confirma que a falha é do lado do fornecedor. Isso não é um reembolso automático; é analisado caso a caso pelo suporte.
• Um pedido duplicado criado por engano, onde o perfil duplicado ainda não foi instalado.

Não reembolsável

• O perfil foi instalado em um celular, ou a validade dele começou — mesmo sem nenhum dado usado, porque o fornecedor não aceita de volta um perfil instalado.
• Mais de 14 dias se passaram desde o pagamento.
• Uma recarga, em todos os casos.
• O aparelho não é compatível com eSIM ou está bloqueado por operadora — os dois podem ser verificados antes de comprar.
• O país errado foi comprado embora a página do plano informe a sua cobertura.
• Velocidade mais lenta do que o esperado, já que a velocidade nunca é garantida.

Reembolse você mesmo pela página do pedido

Se o perfil nunca foi instalado, você mesmo pode reembolsar o pedido pela página do pedido em até 14 dias da compra. Primeiro verificamos o estado do perfil com o fornecedor e te dizemos na hora se ele pode ser devolvido, e por quê — não há chamado para esperar.

• Assim que você confirmar, os perfis daquele pedido são cancelados imediatamente e não podem mais ser usados.
• O dinheiro volta para o método com que você pagou, no prazo do seu provedor de pagamento — geralmente 5 a 10 dias úteis.
• Um pedido com vários perfis só pode ser devolvido enquanto todos eles ainda não foram instalados.
• Uma recarga adicionada a um perfil que você já está usando não é reembolsável: ela entra no plano imediatamente.

Para qualquer coisa que o botão não resolva — um perfil que foi instalado mas realmente não funciona — envie o número do seu pedido para esimonline.asia@gmail.com ou mande uma mensagem pelo LINE e vamos investigar.

The principle behind this policy

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. The dividing line is installation, not whether you are satisfied with the outcome. An eSIM is a digital product delivered the instant payment clears, and once the profile is installed on a device the supplier will not take it back, so it cannot be turned back into an unused product. This applies the same way regardless of the plan's price.

This policy covers every plan on this site, since every plan is sold by us directly, through suppliers we connect to ourselves. No other seller sits between you and us, so every refund request is our order and our refund process from end to end. The one exception is a top-up: it adds data to a profile that is already installed, so it can never be refunded.

Before you request a refund, check this first

• The profile has never been installed and no data has been used
• No more than 14 days have passed since payment, which the order page shows you
• Note the exact email used at purchase, since it confirms ownership of the order
• Keep your order number ready; it lets us check faster

How to request a refund, step by step

1. 1Check your order status firstOpen your order page. It checks the state with the supplier and tells you outright whether the order can be refunded, and if not, why.
2. 2Ask for the refund from the order pageIf the order qualifies, use the refund button on that page; nobody has to approve it first. If the page says it cannot be refunded and you believe that is wrong, message us on LINE at https://lin.ee/skDPoNx (@esimonline) or email esimonline.asia@gmail.com with your order number.
3. 3We check the actual status in our systemThe team checks whether the profile was installed or used, and which condition of this policy the case falls under.
4. 4We reply with the outcomeWe tell you whether the request is approved, and why. If it is not approved, we say which condition it falls under.
5. 5If approved, we tell you the date we issue itThe money returns to the method you paid with on your bank's or payment provider's schedule, usually 5 to 10 working days, and we always tell you the date we issued it.

What to include with your request

How we check a request before approving

When a request comes in, we always check the profile's real status in our system first, not the description alone. If the system shows the profile was never installed and its validity never started, approval is usually straightforward. If the system shows even a small amount of data was used, we reply with what the system shows, so you understand why that case is treated differently.

If the reported issue sits with the handset rather than the profile — the device does not support eSIM, or it is carrier-locked — we check whether that was something checkable before the purchase, since device compatibility is information a buyer can look up before deciding.

When the money arrives once approved

Once we issue the 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. That part is outside our control, so the figure is a guide rather than a guarantee, and we always tell you the date we issued it so you have something to reference with your bank.

If it takes longer than your bank states and the money still has not arrived, tell us with the order number and we will send you evidence of the refund to take to your bank.

Accidental duplicate orders

If you accidentally placed the same order twice, contact us at once with both order numbers, and importantly, do not install the profile from the one you do not want. Your options stay much wider while that profile remains uninstalled.

Unused data left over: can it be refunded

Generally not, since a plan is sold as a fixed bundle of volume and validity agreed at purchase, not priced by how much of it you actually use. If you routinely finish with data left over, choosing a smaller size next time and topping up if needed usually works out better than buying a large margin upfront.

Device incompatibility versus genuine failure

If you disagree with our decision

Reply to the same conversation and explain why you think the outcome does not match what actually happened, attaching anything extra you have, such as the time you tried to use it or additional screenshots. The team will look at the case again with the new information.

Why this policy reads stricter than an everyday return

A physical product such as clothing or electronics can often be returned within a window even after unboxing, because it can still be resold. An eSIM is a single-use digital code: once a profile activates, it cannot be put back and resold to someone else as new. That is why this policy anchors its line at installation and validity start, rather than at a time window the way a physical product return might.

The strictness here is not there to reject requests; it exists so the rule is clear before you buy, rather than something you discover only after the fact.

What we cannot verify from our side

Some problems sit with your device or your original network carrier, where we have no visibility at all — a lock status tied to your previous carrier's account, say, or an operating-system privacy setting quietly blocking profile installation. In these cases we point you to the checks you can run yourself, rather than promising an outcome we cannot actually see into.

When this happens, we say plainly which part sits outside what we can check, and point you toward who to contact next — your previous carrier, for instance, or the device manufacturer's own support channel.

Partial refunds on a bundled plan

We do not issue partial refunds: an order is either refunded in full or not at all. Plans are sold as one bundle, not priced per day or per gigabyte, so there is no per-unit price to calculate a partial return from. This differs from a service billed strictly by time or by metered usage.

If this concerns you before buying, the more straightforward approach is choosing a plan size close to what you actually expect to use, rather than buying a larger one and hoping to reclaim the unused portion afterwards.

Checklist before you submit a refund request

• You have your order number ready
• You have checked whether the profile is uninstalled or its validity has not started
• You have checked that the order confirmation email matches what you are using to contact us
• You have a screenshot or a description of the problem ready in advance
• You have read the situation table above and see which case yours resembles

Check your device supports eSIM before buying

Contact the team about an order

Why some refund requests are declined

A data plan is a digital product tied to a profile on your device. Once the profile is installed and has started working, most suppliers treat the product as fully delivered, so a request made after data has been used usually falls outside the terms. The same applies when a plan for the wrong country has already been installed, or when a plan simply reached the end of the validity period that was stated at purchase.

The requests most likely to be considered are those where the profile never installed at all, or where the device turned out not to support eSIM, and no data has been used. The sooner you report it and the clearer your screenshots are, the faster the check goes. Keep the order number, a screenshot of the error message, the device model and the operating system version from the moment the problem appears.

Before filing a request, try the two things that resolve most cases: toggle flight mode once, and select the network manually instead of automatically. If neither helps, gather your evidence and contact us. Do not delete the profile — deleting is usually irreversible and makes the case much harder to check afterwards.

• Keep the order number and the email used to buy
• Screenshot the error message at the moment it appears
• State the device model, OS version and the country you were in
• Do not delete the profile before you have been advised to