Return-for-a-Refund Policy

Last updated: November 2025 (previously updated on December 12, 2022)

This Return-for-a-Refund Policy (“Policy”) explains how to cancel orders, request returns, and obtain refunds for eSIM.me Cards purchased on the eSIM.me website. The Policy is a legal agreement between you (“you”) and TelcoVillage GmbH (“we”, “us”, “our”).

1. Proof of Purchase

To process a return we require your order number as proof of purchase. We cannot issue an RMA without it.

2. Proof of Delivery

A shipment is considered received when the carrier tracking shows it as delivered. Delivery does not need to be signed and may be left at the delivery address (e.g., mailbox or with a neighbour).

3. Cancel an Order

3.1 How to cancel

1. Log in to your eSIM.me account.
2. Go to Orders and select the order.
3. Click the "Cancel" button (only visible if cancellation is possible).

3.2 When cancellation is allowed

• An order can be cancelled only if a shipping label has NOT been created and TelcoVillage has confirmed the cancellation.
• Once a shipping label is created, the order cannot be cancelled and must be returned after delivery (see Return & Refund).

4. Return & Refund

4.1 Eligibility

You may return your eSIM.me Card and request a refund if:

• You ordered directly from the eSIM.me website.
• You return the item within 14 days of delivery.
• The card is unused and undamaged.

Refunds are available only to the original buyer. Reseller purchases are not covered by this Policy.

4.2 How to start a return

1. Log in to your eSIM.me account and go to Orders.
2. Select the order and click the "Return" button next to the item (each item has its own return button).
3. After we confirm, you will receive an email with a Return Merchandise Authorization (RMA) number and the return instructions (including the return address).

Important: Returns without an RMA number or sent to an address other than the one in the RMA email will not be accepted.

4.3 Costs and packaging

• You must pay all shipping costs for returning items. Shipping and return shipping costs are not refundable.
• Pack items securely to avoid damage in transit. If an item is damaged or used beyond what is necessary to check it, we may refuse a refund.
• If returning from outside the EU, declare the package as "Return with no customs value (zero)".

4.4 Refund processing

Once we receive and inspect the returned item we will:

• Refund the value of the returned eSIM.me Card(s) to the original payment method.
• Usually process the refund within 14 days of confirming the return.

4.5 When refunds are not possible

• The item was not returned within 14 days.
• The item is damaged or used.
• The item was refused or not picked up.
• The return was made without an RMA number.
• The carrier's investigation into a delivery dispute is still ongoing.

If your order was cancelled before a shipping label was created, you will receive a full refund automatically.

5. Delivery & Cooperation Duties

5.1 Delivery dates

Delivery dates are estimates. If a shipment is delayed, contact us and we will open an investigation with the carrier. Carrier investigations may take up to 8 weeks. Refunds for lost shipments are issued only if the carrier confirms the loss.

5.2 Your duties

• Do not refuse shipment. If you refuse, you will pay return shipping and related costs.
• Pay all local charges (import taxes, customs, VAT, delivery, storage, etc.).
• Ensure the recipient name is legible at the delivery address. If the shipment is returned due to an incorrect or unclear address, you will pay return costs.

6. Claims via PayPal or Credit Card

6.1 Item not received

If you open a dispute for "item not received" while tracking shows the item as delivered or as Acceptance refused / Not Picked-up, you agree to pay a €20 processing fee for each such dispute, regardless of the dispute outcome.

6.2 Item not as described

If you open a dispute of type "item not as described" while the eSIM.me app shows the device as not compatible or not yet compatible, you agree to pay a €20 processing fee for each such dispute, regardless of the dispute outcome.

7. Contact

For questions about this policy, please use the contact form.

This policy is provided for informational purposes and does not alter the terms of sale shown at checkout.