Politique de remboursement

Refund Policy

This Refund Policy applies to all eSIM purchases made through RealEsim ("we", "us", "our") at [RealEsim.com].

## Summary

eSIMs are digital products that, once activated, cannot be returned or reused. We offer refunds in specific situations described below. **You should review device compatibility before purchase** — eSIMs purchased for incompatible devices are subject to the limits in this policy.

## When You Are Eligible for a Refund

### 1. Pending eSIMs (Not Yet Activated)

If you have purchased an eSIM but have not yet installed or activated it, you are eligible for a full refund within **14 days of purchase**, provided that:

- The QR code has not been scanned or installed on any device
- The eSIM has not been used to connect to any cellular network
- The order is still in PENDING status in our system

To request a refund for a pending eSIM, contact us at support@RealEsim.com with your order number. We will verify the eSIM's status and process the refund within 5–7 business days to your original payment method.

### 2. Failed Fulfillment

If our system fails to deliver a working eSIM (for example, the QR code does not arrive within 24 hours, or the eSIM cannot be activated despite a compatible device and proper installation), you are entitled to a full refund. Failed fulfillment refunds are typically issued automatically — no action is required from you.

### 3. Carrier Network Failure (Verified)

If the local carrier network in your destination is verifiably unavailable through no fault of your own (for example, regional outages confirmed by the carrier), and you contact us within 48 hours of attempted activation, we will issue a refund or replacement eSIM at our discretion.

## When You Are NOT Eligible for a Refund

### 1. Activated eSIMs

Once an eSIM has been installed on your device and connected to a carrier network, it is considered activated and is no longer eligible for an automatic refund. This applies regardless of how much data was used or how many days remain on the plan.

In exceptional circumstances (for example, undisclosed network coverage issues), you may submit a written refund request to support@realesim.com

. These requests are reviewed individually and approval is at our sole discretion.

### 2. Incompatible Devices

eSIMs require an unlocked, eSIM-compatible device. Before purchasing, you are responsible for confirming that your device:
- Supports eSIM technology
- Is unlocked from any carrier
- Is not an iPhone purchased in mainland China (these models do not support eSIM)

We provide a device compatibility check on every product page. eSIMs purchased for incompatible devices and not yet activated are eligible for refund under section 1 above. eSIMs that were attempted on incompatible devices and damaged in the process are not refundable.

### 3. Carrier Throttling and Fair Use Policy (FUP)

Some unlimited or high-volume plans include a Fair Use Policy that reduces speeds after a data threshold is reached. Speed reduction is a normal part of these plans and is not grounds for a refund. We disclose FUP details on every product page where applicable.

### 4. Expired eSIMs

eSIMs that have expired without being activated may be reviewed for refund on a case-by-case basis at our discretion. Generally, customers are responsible for activating eSIMs within the validity period.

### 5. User Error

We cannot refund eSIMs based on:
- Failure to install the QR code correctly (we provide step-by-step instructions)
- Travel plans that change after purchase
- Choosing the wrong country or plan size
- Loss of access to the email used at checkout (we offer a self-service portal to retrieve QR codes)

## How to Request a Refund

1. Email support@realesim.com with the subject line "Refund Request — Order #[ORDER NUMBER]"
2. Include the email address used at checkout
3. Briefly describe the reason for your request
4. We will respond within 2 business days

For pending eSIMs eligible under section 1, refunds are processed within 5–7 business days. Refunds are issued to your original payment method.

## Chargebacks

If you initiate a chargeback through your bank or payment provider without first contacting us, we will respond with documentation including: order timestamp, IP address, device compatibility check result, QR code delivery proof, activation status, and any communications. Chargebacks for activated eSIMs are vigorously contested.

## Disputes

If you believe we have applied this policy incorrectly, you may escalate by emailing [BUSINESS_EMAIL] with the subject "Refund Escalation". An owner-level review will be completed within 5 business days.

## Contact

For refund-related questions:

support@realesim.com

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*This policy is governed by the laws of the State of GA, United States. By making a purchase, you agree to the terms of this Refund Policy as in effect at the time of your order.*