Simple & Transparent Refund Terms
This Refund Policy explains when a refund may be available for travel eSIM products purchased through RoamConnect Shop.
Digital Product Policy
RoamConnect eSIM products are delivered digitally. Because an eSIM may be installed or activated after delivery, refund eligibility can depend on whether the eSIM has been activated or used.
Before Activation
A refund request may be considered when an eSIM has not been installed, activated, or used and the request is submitted before the plan is consumed.
Technical Issues
If an eSIM cannot be activated or used because of a verified technical issue attributable to the purchased service, we may investigate the issue and provide an appropriate resolution, which may include a refund.
Incorrect or Defective Delivery
If the delivered eSIM does not match the purchased product or the supplied activation details are defective, please contact support so the order can be reviewed and corrected where appropriate.
Activated or Used eSIMs
Refunds are generally not available after an eSIM has been activated, partially used, or consumed, except where required by applicable law or where a verified service issue qualifies for a refund.
Device Compatibility
Customers are responsible for checking device compatibility, carrier restrictions, eSIM support, and device unlock requirements before purchase. Refunds may not be available for incompatible or locked devices when the purchased plan was otherwise functional.
Customer Setup Issues
Installation or configuration difficulties do not automatically qualify for a refund. We may first provide troubleshooting guidance to help resolve activation, APN, roaming, or device configuration issues.
Refund Request Review
Refund requests may require order information and relevant details about the eSIM, device, activation status, and issue encountered. We may review service records to determine eligibility.
Refund Method
Approved refunds will normally be returned through the original payment method used for the purchase, subject to the applicable payment provider's processing procedures.
Duplicate Purchases
If a customer accidentally purchases the same eSIM plan more than once, please contact support promptly before activation or use. Duplicate orders may be reviewed for refund eligibility.
Network & Coverage Conditions
Mobile service can be affected by local coverage, network congestion, carrier restrictions, geographic conditions, device settings, and other factors outside our direct control. These conditions alone may not qualify for a refund.
Consumer Rights
Nothing in this Refund Policy limits any mandatory refund, cancellation, or consumer protection rights that cannot legally be excluded or restricted under applicable law.
Contact Us as Soon as an Issue Appears
For activation or service problems, please request assistance as soon as possible and before continuing to use or consume the affected eSIM plan.
Submit
Provide your order details and explain the issue.
Review
We review the order and relevant eSIM service information.
Resolution
We provide troubleshooting, replacement, or refund where applicable.
We're Here to Help
If you believe your purchase qualifies for a refund, contact RoamConnect with your order information so we can review your request.
Contact RoamConnect →