Return Policy

If you are not satisfied with your eSIM experience, please let us know! 

Our eSIMs typically work as intended, but if you encounter connectivity issues, we can offer a full or partial refund.

Certain conditions do apply, so be sure to review the terms below.

These cancellation and return terms apply to all purchases made through the online store gtesim.com, without exception.

After purchasing an eSIM, you will receive a confirmation email with a QR code. Once sent, we cannot retrieve the eSIM or prevent its use. Therefore, you may request a refund under the following circumstances:

  • Compatibility Issues:You purchased the eSIM without checking its compatibility with your device.
  • Trip Cancellation:You canceled your trip or no longer need the eSIM.
  • Connectivity Issues: If you encounter connectivity issues, we can offer you a full or partial refund.

 

Refund Conditions:

 

1. Compatibility Issues:If you purchased the eSIM without verifying compatibility with your device, a refund will be issued after deducting a 10% refund admin fee, provided the following conditions are met:

  •  The QR code has not been scanned.

  •  No data from the plan has been used.

  •  The eSIM was purchased within the last six months.

  •  You need to provide screenshots and necessary information to verify incompatibility or device lock.

 2. Trip Cancellation: If you cancel your trip or no longer need the eSIM, a refund will be issued after deducting a 10% refund admin fee, provided the following conditions are met:

  •  The eSIM was purchased from the GTeSIM official website.
  •  The eSIM has not been activated.
  •  If the eSIM has been activated or used, we will analyze your specific situation and provide a better solution.
  •  The purchase was completed within the last six months.

3. Connectivity Issues:

  • If your eSIM cannot be used due to issues on GTeSIM's or the connectivity provider's side, we offer a full refund.
  • Before processing the refund, please:
  • Contact our support team at cs@gtesim.com to report the connectivity issue.
  • Provide information and screenshots to help our team identify the problem.
  • If the connectivity issue cannot be resolved, we offer a full refund.
  • If the eSIM has never connected to the network due to connectivity issues, we can issue a full refund. If the eSIM stops working or is only temporarily used, we can provide a partial refund for the days without network coverage, excluding days with successful connectivity.

4. Non-Refundable Situations:

  • No Communication: If you experience issues with usage and request a refund without any communication or justification, the refund will not be accepted.
  • Data Package Expiration: Each data package has a validity period. After the validity period expires, remaining data will not be refunded in any form.
  • Compensation: We do not provide refunds or compensation for backup phones, backup SIM cards, backup service providers, hotel phones, or other expenses not directly related to the customer's GTeSIM eSIM account.
  • Fraudulent Purchases: If there is evidence of abuse, violation of terms and conditions, or any fraudulent activity related to the use of GTeSIM products and services, GTeSIM reserves the right to refuse any form of refund.
  • Unauthorized Purchases: Before processing any refund, the case will be investigated and approved. GTeSIM reserves the right to suspend any accounts associated with fraudulent activity.
  • Billing Errors:If a customer reasonably and in good faith disputes an invoice or a portion thereof, the customer must notify GTeSIM of the dispute within 7 days of receiving the invoice, detailing the reasons for the incorrect amount and, where possible, indicating the amount the customer believes should be paid.
  • Third-Party App Registration: Our eSIM service is primarily intended for internet connectivity. We do not guarantee the ability to register, verify, or receive OTPs for third-party applications (e.g., WhatsApp, TikTok, Uber). If the data service fails to register for a specific application, we will not issue a refund.
  • Other Reasons: If a refund request does not fall under the above categories, we will investigate on a case-by-case basis. If the refund is approved, a processing fee may apply. The maximum refund amount a customer can request must be equal to or less than the total amount paid. 

 

How to Request a Refund:

  • Contact us at cs@gtesim.com.

  • If you experience connectivity issues with your eSIM, please contact us immediately. Our team will first ensure your eSIM is configured correctly. If the problem persists, our team will proceed with the refund process. 

 

Refund Process:

  • Refunds will be issued using the same payment method used at the time of purchase.
  • Alternatively, we may provide store credit for a future eSIM purchase.
  • Once a refund is approved, you will receive the funds in the account used for payment. This process may take 1 to 15 business days, depending on bank processing times and local public holidays.

 

For assistance, please contact us via:

  • WhatsApp 24/7: +447743041111
  • Email: cs@gtesim.com