This policy explains when we refund an eSIM bought on vietsim.com from LuKas Holdings sp. z o.o. It is part of our Terms of sale.
At a glance
| Situation | Refund |
|---|---|
| The eSIM has not been installed yet | Full refund |
| The eSIM is installed but does not connect in Vietnam, and we cannot fix it | Full refund |
| Payment taken but the eSIM not delivered within 2 business days | Full refund |
| Charged twice for the same order | Full refund of the duplicate charge |
| Phone turns out to be incompatible, eSIM not installed | Full refund |
| The eSIM is installed and working | No refund |
| Part or all of the data allowance has been used | No refund |
| The eSIM was deleted from the phone after installation | No refund |
| Trip cancelled after the eSIM was installed | No refund |
Full refund before installation
You can ask for a full refund at any time before the eSIM profile is installed on a phone, as long as the plan’s activation deadline has not passed. We check the installation status with our distributor. If the profile has not been downloaded, we cancel it and refund you.
When an installed eSIM does not work
If the eSIM is installed but does not connect to a network in Vietnam:
- Write to [email protected] while you are in Vietnam and within the plan’s validity.
- Include the link to your order page, your phone model and screenshots of your mobile network settings.
- We work on the problem with you and our distributor. If the eSIM cannot be made to work, we refund the full price. If it worked for part of the validity period, we may instead refund the unused days in proportion.
These are not faults of the eSIM: a phone that does not support eSIM or is locked to a carrier, mobile data or the eSIM line switched off in the phone settings, weak coverage in remote areas or inside buildings, and the carrier’s normal speed limits after an allowance is used up.
How to ask for a refund
Email [email protected] with:
- the link to your order page, or the email address you paid with and the date of payment;
- the reason for the refund.
We reply within 14 days and confirm our decision by email. Approved refunds go back to the original payment method within 5 business days. Your bank may need another 5 to 10 business days to show the money.
Right of withdrawal
Consumers in the European Union normally have a 14-day right to withdraw from online purchases. When you buy an eSIM, you ask for immediate delivery and confirm that this right ends once the QR code is shown (section 6 of the Terms of sale). This Refund policy is our own commitment on top of the law. It does not limit your statutory rights, including your rights if the eSIM does not conform to the contract.
Payment disputes
Please write to us before disputing a payment with your bank. Most problems are solved faster by email, while a bank dispute can take weeks.