Thank you for shopping with eSIMtoPhysical LTD. By placing an order on our website, you agree to this Refund and Returns Policy.
If you receive an eligible item and are not fully satisfied, you may request a return within 14 days of delivery, subject to the conditions below. To process any return or refund request, we require your order number or other proof of purchase.
2. Order Cancellation
If you want to cancel an order, you must contact our customer support team as soon as possible.
An order may only be cancelled if:
- a shipping label has not yet been created, and
- the cancellation has been confirmed by us before shipment.
Once an order has already been shipped, it can no longer be cancelled.
3. Delivery and Proof of Delivery
Delivery dates shown at checkout or in shipping notifications are estimates only. They depend on the selected shipping method and shipping partner and are not guaranteed. If a shipment is delayed, please contact us so we can open an investigation with the shipping company. The reference policy states that a carrier investigation may take up to 8 weeks, and any loss-related remedy is tied to the carrier confirming the shipment as lost.
For delivery purposes, an order is considered received when the shipping carrier’s tracking system shows the package as delivered. Delivery may be completed at the delivery address without a signature and may be left in a mailbox, with a neighbor, or at another location associated with the delivery address.
4. Customer Responsibilities
To help ensure successful delivery, you agree to:
- provide a complete and accurate shipping address,
- ensure the recipient name is clearly visible and correct,
- accept delivery of the goods,
- pay any applicable local charges, including customs duties, import taxes, local VAT, storage fees, pickup fees, and other local delivery-related charges where applicable.
If a shipment is returned because of:
- refusal to accept delivery,
- non-payment of local charges,
- an incomplete, incorrect, or misspelled address,
- failure to collect the shipment,
- or any other customer-caused delivery issue,
you agree to pay the return shipping costs and any additional fees incurred in returning the shipment to us.
5. How to Request a Return or Refund
To request a return or refund, you must contact our customer service team first and explain the reason for the request. If your request is approved, we will provide return instructions.
Returns sent without prior approval will not be accepted, and we will not be responsible for any consequences resulting from an unauthorized return.
When returning an approved item, you must send back:
- the item itself,
- the original packaging,
- and any included accessories, inserts, or accompanying materials.
If the packaging has been opened, the item must still be carefully repacked and returned in as close to its original condition as possible.
Reasonable testing and inspection are allowed. However, if the item is damaged during testing or through improper use, we reserve the right to reduce or refuse the refund and to charge for damage where appropriate.
6. Refund Terms
If your return is approved and the returned item passes inspection, we will process your refund in accordance with this policy.
Please note:
- shipping costs are non-refundable,
- return shipping costs are non-refundable,
- refunds apply only to eligible returned items that comply with this policy.
7. Reasons a Return or Refund May Be Rejected
We may refuse a return, exchange, or refund if:
- the returned goods do not comply with this policy,
- the product is not in its original form or function,
- the wrong item is returned,
- the item does not belong to us,
- the returned product is lost during transportation back to us,
- the item shows obvious damage caused by human action and is no longer resellable,
- the item was purchased through an unofficial or unauthorized sales channel,
- or the return request falls outside the stated return period.
The same general conditions also apply to exchange requests.
8. Optional Payment Dispute Clause
If you want your policy to mirror the reference page more closely, you can add a payment-dispute clause. The reference page includes a $25 handling fee for certain “item not received” and “item not as described” disputes in specific circumstances. Because that kind of clause can raise payment-processor and consumer-law issues, it is better to add it only after legal review.
9. Contact Us
If you have any questions about this Refund and Returns Policy, please contact us at:
Email: support@esimtophysical.com
Website: https://esimtophysical.com
Last updated: March 28, 2026