Refund policy

Return Policy for eSIM Plans

Your satisfaction is important to us. If your eSIM does not perform as expected, please let us know. While our digital SIMs usually work flawlessly, connection problems may entitle you to a full or partial refund. The following terms apply to all purchases made through chillaxsim.com.

After you buy an eSIM, you receive a QR code by email. Once issued, the code cannot be revoked, so refunds are granted only in specific circumstances:

Compatibility problems

If you bought an eSIM for a device that is incompatible or network‑locked, you may request a refund provided that:

  • The QR code has not been scanned.
  • No data from the plan has been used.
  • The purchase was made within the last three months.
  • You supply screenshots or other evidence showing that the device is incompatible or locked.

Trip cancelled

If your travel plans change and you no longer need the eSIM, you can request a refund if:

  • The eSIM was purchased on chillaxsim.com.
  • The eSIM has not been activated.
  • The purchase occurred within the last three months.

Connection problems

Should your eSIM fail due to an issue on our side or with the network provider, contact us at info@esimba.store and provide details and screenshots so our support team can investigate. If the problem cannot be resolved:

  • You will receive a full refund if the eSIM never connected to the internet.
  • If the eSIM stopped working or only worked briefly, we will refund the days without service and deduct the days you had a connection.

Situations where refunds are not available

  • Requests made without contacting us or without a stated reason.
  • Unused data after a package’s validity period has expired.
  • Costs for backup devices, SIM cards, alternate providers or other charges unrelated to your Chillaxsim account.
  • Fraudulent purchases or violations of our terms; we may refuse refunds and suspend associated accounts.
  • Unauthorized purchases – these cases will be investigated before a refund is considered.
  • Billing disputes not reported within seven days of receiving the invoice.
  • Other reasons not listed above – these requests are reviewed individually. Approved refunds will incur a 25 % handling fee and cannot exceed the original amount paid.

Requesting a refund

To request a refund, email us at info@esimba.store. If you are experiencing a connection issue, contact us as soon as possible so we can verify your eSIM configuration. If the issue cannot be fixed, we will begin the refund process.

Refund processing

We will review your refund request within three business days. Once approved, refunds are returned to the original payment method within one to fifteen business days, depending on bank processing times and local holidays.

Return Policy for eSIM Adapter Cards and eSIM Routers

Returns

You have 14 days from the date of purchase to return a product. Returned items must be unused, in the same condition as received and in the original packaging.

Refunds

Once we receive your return, we will inspect it and notify you of the outcome. If approved, your refund will be issued to the original payment method. The time it takes to receive the credit depends on your card issuer’s policies.

Return shipping

You are responsible for the cost of returning the product. Shipping charges are non‑refundable; if a refund is issued, the return shipping fee will be deducted from the refund amount.

For assistance with any return, please contact us at info@esimba.store.