Refund Policy
Refund Policy - eSimChip Digital
📄 Refund Policy – eSimChip Digital
At eSimChip, we value transparency and your satisfaction. We work with personalized digital products (eSIM), which require specific rules regarding cancellations and refunds, as provided for in the Consumer Defense Code (Law No. 8.078/90).
1. About the Digital Product (eSIM)
The eSIM is a 100% digital, non-transferable product linked to the data provided by the customer at the time of purchase. After the activation QR code is sent, the product is considered delivered and cannot be reused, resold, or cancelled.
2. Refund Conditions
Refunds will be reviewed and may be granted in the following situations:
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The customer has not yet replied to the activation email with the requested information.
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The QR Code was not issued or activation was not initiated with the carrier.
If the customer has already submitted their information and initiated the activation process, an individual assessment will be conducted by our security team, which may result in a partial refund of up to 50%.
3. Deadlines and Refund Methods
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The request will be processed within 5 business days after review and approval.
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Refunds will be issued via the same payment method used.
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For credit card purchases, the reversal may take up to two billing cycles to be credited, depending on the card issuer's rules.
4. Situations Where Refunds Do Not Apply
Refunds will not be possible in cases such as:
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QR code sent to the registered email or WhatsApp.
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Information provided with errors, incomplete, or incorrect.
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Customer device is incompatible with eSIM.
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Cancellation due to regret after submitting activation data.
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Activation failure due to improper use or ignoring instructions.
⚠️ Important: Exceptional situations may be reviewed, but any refund (when applicable) will be partial and at the company's sole discretion.
5. Compatibility and Customer Responsibility
Verifying the device's eSIM compatibility is the customer's responsibility before purchase.
➡️ Check the list of compatible devices available on the website before finalizing your purchase.
6. Technical Support
If you encounter any issues with the eSIM, follow these steps before requesting a refund:
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Verify your device's compatibility.
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Confirm that the QR Code was scanned correctly.
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Contact eSimChip technical support for immediate assistance.
7. Fraud and Unrecognized Purchases
In cases of suspected fraud or improper card use:
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The purchase will be cancelled and the amount may be reversed to the rightful owner after investigation.
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If the customer does not recognize the purchase, they must immediately notify our support team and their card issuer.
8. Changes to this Policy
eSimChip may update this policy at any time, in accordance with legal or operational changes. The current version will always be available on our website.