1. Overview
At POLO SIM, we want you to be fully satisfied with your purchase. This Refund Policy outlines the conditions under which refunds are granted for our eSIM products and services.
2. Eligibility for Refund
A full refund may be requested within 30 days of purchase if the eSIM has not been installed or activated. Once an eSIM QR code has been scanned and the profile is installed on a device, it is considered activated and is no longer eligible for a refund.
3. Non-Refundable Situations
Refunds will not be issued if: (a) the eSIM has been activated or installed, (b) more than 30 days have passed since the purchase date, (c) the issue is caused by the user's device being incompatible or carrier-locked, or (d) data has been partially consumed.
4. Technical Issues
If you experience a technical issue that prevents the eSIM from working correctly and our support team is unable to resolve it within a reasonable timeframe, you may be eligible for a full or partial refund at our discretion.
5. How to Request a Refund
To request a refund, contact our support team at support@polosim.com with your order number, the email address used during purchase, and a brief description of your issue. We will respond within 2 business days.
6. Refund Processing Time
Approved refunds will be processed within 5–10 business days. The refund will be credited to the original payment method used during purchase.
7. Currency
Refunds are processed in the same currency as the original transaction. Exchange rate fluctuations are beyond our control and we cannot be responsible for any related losses.
8. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website.
9. Contact
For refund-related inquiries, please contact us at support@polosim.com.