Refund and Return Policy

Thank you for choosing 9eSIM. As with any shopping experience, there are terms and conditions that apply. Please note that by purchasing on 9eSIM, you have agreed to the terms and conditions as follows:

Shipping and Return Policy

This Shipping and Return Policy (hereinafter referred to as the “Policy”) describes how you can return the 9eSIM card ordered from the 9eSIM website (hereinafter referred to as the “Website” or “Service”) to obtain the 9eSIM card. This Policy is between you (“User”, “you” or “your”) and SIMLINK (“SIMLINK”, “we”, “us” or “our”). You should read this Policy so that you can understand the exact prerequisites required to apply for declaration of goods authorization, the procedures you need to follow to send the 9eSIM card and your collaborative responsibilities to ensure the successful delivery of the 9eSIM card sent to you in the first place.

If you have received the 9eSIM card but are not completely satisfied, you can return the 9eSIM card in accordance with the stipulated return conditions, within 14 days of delivery, and request a refund for the value of the 9eSIM card.

Delivery Notification

Proof of Purchase: In order to process your return, we require your order number as proof of purchase. Please note that without this proof we are unable to provide a return service.
Proof of Delivery:
- You agree that a shipment is deemed received when it shows as “delivered” in the shipping company’s tracking system.
- Delivery does not need to be signed by you or anyone acting on your behalf (including freight forwarders) and may be delivered to any location at the delivery address, including but not limited to your mailbox or a neighbor.

Cancelling an Order

You must contact our Customer Support team if you wish to cancel your order.
An order can only be cancelled if a shipping label has not been created and a cancellation request has been confirmed by SIMLINK prior to shipping.
An order cannot be cancelled if it has already been shipped.
A cancellation request will not be confirmed by SIMLINK if it has not been confirmed by SIMLINK.

Delivery Date

Delivery dates are estimates only, they depend on the shipping method and shipping partner and cannot be guaranteed.
Please understand that shipping delays are outside of the seller’s control. If a shipment does not arrive on the estimated delivery date, please let us know and we will open an investigation with the shipping company.
The shipping company will then have up to 8 weeks to complete the investigation from the date of the complaint.
Unless the shipping company’s investigation is completed.
This will only be done if the shipping company’s investigation results in “shipment lost”.

Your cooperation obligations

For the successful delivery of the goods, you have an obligation to cooperate.
You may not refuse to accept the goods.
If you refuse to accept the goods, you agree to pay the cost of return shipping as well as such refusal.
You must pay all local charges, including but not limited to:
- Import taxes, customs, local VAT, local delivery fees, pickup fees, storage fees and any other fees that may be levied by local delivery partners, tax authorities, customs, etc.
If the goods are returned to us (sender) due to non-payment of local charges, you agree to pay the return shipping and all costs of returning the goods to the sender.
You must ensure that the name of the recipient you provide is clearly visible when placing the order in the mailbox.
If a shipment is returned to us (the shipper) due to being incomplete, due to an incorrect or misspelled address, or due to lack of a correct and legible address, you agree to pay for the return shipping and all other fees and charges incurred in returning the shipment to the shipper.

Return to Sender

If the shipment is returned to us (the shipper) for any reason, including failure to pick up at the Post Office™, you agree to pay for the return shipping and all other fees and charges incurred in returning the shipment to the shipper.

Claim through PayPal or your credit card company

Reason for complaint “Item not received”: You agree to pay SIMLINK a $25 handling fee for each dispute of “item not received” or similar nature, and the shipping company stated that the goods were “delivered”, regardless of the outcome of the dispute.
Complaint reason “item not as described”: You agree to pay SIMLINK a $25 handling fee for each “not as described” or similar type of dispute, and the 9eSIM APP reports that the device is “not compatible” or “not yet compatible”, regardless of the outcome of the dispute.

Refund and Return Notice

To return the 9eSIM card and get a refund, you must contact our customer service team to explain the reason for the return. Once approved, you can follow the return instructions. Returns without prior contact will not be accepted.
Before returning your item, you must contact our customer service team to explain the reason for the return. Once approved, you can follow the return instructions. If you return the item without contacting us, we will not be responsible for any consequences.
SIMLINK allows reasonable use and testing methods. If damage occurs during testing or due to improper use, we reserve the right to The right to charge you for damage.
If you return the 9eSIM card to us, you must include the item itself, the original packaging, and any accompanying materials. You must ensure that they are properly packaged. If the packaging has been opened, please carefully repack the item to ensure that it is returned with the original packaging.
Shipping or return costs will not be refunded.

Reasons for return rejection

SIMLINK strictly follows the return procedure to protect the interests of consumers. Any returns that are not received will not be processed for approval.
Goods that do not comply with the return policy (such as the product is not in its original form or function, or the wrong item is returned) and are just an item gift are not considered eligible for return.
If you send us a product that does not belong to SIMLINK, or if the product is lost during transportation, no refund will be given.
When the product arrives for a refund, if there is obvious damage caused by human factors and it is not resaleable, the refund process will not be considered. SIMLINK LTD reserves the right to refuse a refund.
If you purchased the 9eSIM card from an unofficial channel, we cannot directly provide you with a return or exchange service. We recommend that you contact the seller Original return inquiry platform or exchange.
We reserve the right to refuse returns or exchanges that do not comply with the above return period in the return process.
The above terms and conditions also apply to 9eSIM card exchange requests.