eSIM Refund and Return Policy

1. GENERAL PROVISIONS

- esim.vn commits to:

+ For eSIMs of carriers in Vietnam, when selling we will guide you to the telecommunications service point at 331/21 Vuon Lai, Phu Tho Hoa Ward, Tan Phu District, Ho Chi Minh City to receive the eSIM and sign the standard-form contract and general transaction conditions in accordance with Decree No. 49/2017/ND-CP dated 24/04/2017 of the Government, ensuring the carrier's quality standards.

+ For eSIMs of overseas carriers: 100% new, not yet activated, matching the ICCID code when ordered on the esim.vn website.

- If the eSIM you purchased does not match the above commitment, please notify the esim.vn Customer Care department immediately within 12 hours of receiving the product. After this time, esim.vn declines to support any complaints about the product's external condition.

- The main contents of the Return Policy are as follows:

+ Return acceptance period: within 02 days (from the time the customer receives the eSIM).

+ Applies to returns when the eSIM fully meets the conditions or falls under the cases eligible for return under Article 2.

+ Does not apply to returns because the customer is dissatisfied or changes their usage needs.

+ Return method: Exchange for another eSIM data plan or refund.

2. CASES ELIGIBLE FOR RETURN

You are eligible for a return when the received eSIM meets the following requirements:

- The eSIM delivered to the customer does not match the eSIM number information on the customer's order (e.g. wrong eSIM number).

- The eSIM is counterfeit, imitation, or fake.

- The phone number and serial on the sticker do not match the Serial on the eSIM.

3. RETURN CONDITIONS

- The eSIM is not on esim.vn's restricted or non-returnable list;

- The eSIM is intact with full labels (except where the eSIM is faulty or damaged during shipping);

- The customer still keeps documents about ordering the eSIM data at esim.vn, such as: the eSIM purchase invoice, bank statement, telecommunications service contract… and related documents (if any);

- The eSIM has not been activated or used;

- The customer reports the eSIM being faulty or not the requested eSIM plan right when receiving the eSIM.

4. TIMING FOR REPORTING A FAULTY ESIM AND RETURNING THE ESIM

- Please notify and send the eSIM number you wish to return (meeting the above conditions) to esim.vn within a maximum of 07 days (from the date of receiving the eSIM), depending on the regulations of each eSIM return policy.

- For cases that qualify for return, please notify esim.vn immediately within 12 hours of successfully receiving the eSIM.

5. RETURN COSTS

For eSIM numbers returned due to a fault of eSIM.vn or a partner's fault, the customer will be exchanged for another eSIM number free of charge.

6. REFUND PROVISIONS

6.1. Refund principles

- The refund method is based on your payment method when purchasing the eSIM, such as: bank transfer (3-5 business days), domestic ATM (5-7 business days), credit/debit card (5-15 business days).

- If the refund period has been exceeded but you still have not received the money, please contact your bank directly for support or contact esim.vn customer care at 0976 898989.

6.2. Processing time

- esim.vn will send a response to the refund request to the customer via email or SMS within 03 business days from when esim.vn receives the eSIM back.

- If the refund request fully meets the return conditions, esim.vn will process the refund for the customer within the following time:

+ For non-bank payment methods: The customer receives the refund within 3 - 5 business days.

+ For bank payment methods: Complete the procedure and send the request to the bank for processing, refunding the customer's account within 3 - 7 business days or depending on the processing time of the bank/online payment gateway.

Effective from 01/04/2024