Return Policy

Teltrip eSIM Return Policy

At Teltrip eSIM, our goal is to ensure that every traveler stays connected with ease and reliability. While we strive to deliver flawless digital products, we understand that circumstances may arise where you may need to request a return or refund. Because eSIMs are digital telecommunication services that can be activated instantly, our policy follows strict guidelines to maintain fairness and transparency for both our customers and network partners.

1. Overview

This Return & Refund Policy applies to all digital eSIM products purchased through our official websites (including teltrip.com and affiliated domains). Please read carefully before completing your purchase, as eSIMs are electronically delivered and, in most cases, cannot be refunded once activated.

We encourage you to check your device compatibility and carefully review the package details (data volume, validity period, and coverage area) before finalizing the purchase. Our support team is available to assist with any pre-sale questions at support@teltrip.com.

2. Eligibility for Return or Refund

A full or partial refund may be issued in the following cases:

A. eSIM Not Installed or Activated

  • If your eSIM profile has not been scanned, installed, or activated, you may request a full refund within 14 days of purchase.

  • Refund requests must be accompanied by the order number and confirmation that no installation or activation has occurred.

B. eSIM Installed but Not Working Due to Teltrip Error

  • If you have installed your eSIM but are unable to use data services due to technical issues caused by Teltrip systems or partner networks, we will issue a full refund after verifying the issue.

  • Examples include invalid QR codes, failed activation due to system errors, or a confirmed outage on our partner network.

  • We may request logs, screenshots, or device settings to help diagnose the issue before processing the refund.

3. Non-Refundable Cases

Refunds will not be issued under the following conditions:

  • The eSIM has been successfully activated and data usage has started.

  • The customer’s device is not eSIM-compatible or was locked to a carrier, preventing installation.

  • The eSIM was purchased by mistake for the wrong country or region without contacting our support team first.

  • Failure to follow installation instructions, accidental deletion of the eSIM profile, or loss of QR code after delivery.

  • Network speed or coverage dissatisfaction caused by factors outside of Teltrip’s control (such as roaming restrictions, local carrier limitations, or specific device settings).

4. Request Procedure

If you believe you are eligible for a refund, please email support@teltrip.com with:

  • Your full name and order number

  • The eSIM ICCID (if available)

  • Device model and country of use

  • A short explanation of the issue

Our support team will review your request within 2–3 business days and respond with the outcome. If approved, refunds will be processed within 7-15 business days to your original payment method.

5. Technical Assistance Before Refund

In many cases, activation or usage issues can be resolved quickly. Our support team may first attempt to:

  • Verify your device’s eSIM settings

  • Re-send the QR code or a new profile

  • Provide alternate activation methods (manual input or SM-DP+ address)

If these troubleshooting steps do not resolve the issue, a refund will be granted according to section 2 of this policy.

6. Policy Compliance

This policy complies with Google Merchant Center and EU consumer protection guidelines for digital telecommunications services. Since eSIMs are digital products delivered immediately, traditional “return shipping” does not apply. We process every refund request fairly and transparently, ensuring customers receive what they paid for or a refund if we fail to deliver it.

7. Contact Us

For questions or refund requests, please contact:
📧 support@teltrip.com
🌐 www.teltrip.com