Refund policy

Return & Refund Policy (for voyaesim.com)

Last updated: 2025-10-01

1) Scope

This policy covers eSIM (digital goods) and, if offered, physical SIM cards/accessories.

2) eSIM (Digital Goods)

Refundable when:

  • Not delivered yet (no QR/SM-DP+/activation code sent): full refund.

  • Delivered but NOT activated/installed/bound, and request is within 30 days of purchase: refund minus 10% processing fee.

  • Technical failure not caused by the user, verified through our diagnostics and carrier check, and cannot be resolved within a reasonable time: full refund.

  • Duplicate orders/charges: full refund upon proof.

Not refundable when (examples):

  • eSIM is activated/installed or bound to a device EID.

  • Device doesn’t support eSIM, is carrier-locked, region-locked, or blacklisted.

  • Wrong country/plan chosen, itinerary change, or subjective reasons.

  • Throughput/5G/hotspot availability limited by local carriers, coverage, building structures, peak hours.

  • Incorrect APN/data-roaming settings, or violation of FUP leading to throttling/suspension.

  • Expired eSIM (many plans must be activated within 30 days from purchase).

3) Physical SIM (if applicable)

  • 30-day return for unopened/unused items in original packaging (shipping non-refundable; restocking may apply).

  • Opened/used/damaged packaging not eligible.

  • Return address/RMA will be provided after your email request; unsolicited returns won’t be accepted.

4) How to Request

Email voya.esim@gmail.com with order number, purchaser email, description, screenshots/videos, and speed tests (if applicable).
We reply within 1–2 business days with next steps. If approved:

  • eSIM will be deactivated before refunding.

  • Physical SIM: return per RMA; refund after inspection.

5) Damages / Shortage (Physical Goods)

Report within 48 hours of delivery with photos/unboxing video for replacement or refund.

6) Exchanges

No exchanges for eSIM. For a different plan, request a refund (if eligible) and place a new order. Physical SIM exchanges follow Section 3.

7) EU 14-Day Cooling-Off

  • Physical goods: you may withdraw within 14 days after delivery (unopened, intact).

  • Digital content (eSIM): under the EU Consumer Rights Directive 2011/83/EU (as amended), if you consent at checkout to immediate supply and acknowledge waiving the right of withdrawal, once the eSIM is delivered (QR/activation code provided) the 14-day cooling-off does not apply. If you did not consent and delivery has not occurred, you may withdraw and get a refund.

8) Refund Timing

Once approved, refunds are issued to your original payment method within 10 business days. If you don’t see funds after 15 business days, contact voya.esim@gmail.com.