Refund policy

1. The rule

If the eSIM does not work and we cannot fix it, you get a full refund. You also get a full refund if the eSIM is paid for but not delivered within 2 business days, or if the order is cancelled before delivery. If you are charged twice for one order, the second charge is refunded. A working eSIM you no longer want is not refunded, whether you installed it or not.

2. What is not refunded

A working eSIM; a change of plans or a cancelled trip; an eSIM your phone cannot install because it is locked to a carrier or has no eSIM; data already used; and an eSIM deleted from the phone after it was installed.

3. How to ask

Write to the store’s support at contact@vietsim.com with the link to your order page, or the email address you paid with and the date of the payment, and the reason for the refund. If the line will not connect, add your phone model and screenshots of the mobile data settings, so it can be fixed first. The store answers within 14 days.

4. Where the money goes

The refund goes back to the card or method you paid with, within 5 business days. Your bank may take another 5 to 10 business days to show it.

5. Whose policy applies

Purchases are made on VietSIM, the company’s store for Vietnam and Asia, and fall under its refund policy, which follows the same rule. The English text is the binding one.