Refund Policy

We try to be fair and reasonable with refund requests. However, some products cannot be refunded once they have been delivered, activated, installed, scanned, used, shipped, topped up, or assigned to a customer.

In general:

• Orders may be cancelled before fulfillment.
• eSIM orders are usually not refundable after the QR code, activation code, or eSIM profile has been delivered, viewed, installed, activated, scanned, or used.
• Physical SIM card orders may be refundable before shipment, but are usually not refundable after shipment unless the card is defective, lost before delivery, or we are unable to provide a reasonable solution.
• Top-ups, vouchers, activation codes, carrier credits, and telecom services are usually non-refundable once delivered, redeemed, applied, activated, or used.
• Shipping fees, payment processing fees, carrier fees, and supplier costs may be non-refundable.
• We may offer a replacement, troubleshooting support, alternative plan, store credit, or partial refund instead of a full refund where appropriate.

Submitting a refund request does not guarantee approval.

This section outlines the rules for customer-initiated refund requests that are NOT due to MollySIM's fault or verified product defects. Below are the refund and cancellation rules:

Customers may submit a refund request within 30 days of the purchase date or plan expiration.

This 30-day period is a request window only. It does not mean that every order is refundable for 30 days.

Refund eligibility is determined by:

• Product type
• Order status
• Fulfillment status
• Delivery status
• Activation status
• Usage status
• Shipping status
• Supplier or carrier records
• Customer communication history
• Evidence provided by the customer
• Applicable laws and mandatory consumer rights

Approved refunds are usually processed within 5–10 business days after approval. The actual time for the funds to appear in your account depends on your bank, card issuer, payment provider, or payment method.

For refund purposes, MollySIM products are generally divided into the following categories.

4.1 eSIM Products

eSIM products include digital eSIM profiles, QR codes, activation codes, installation instructions, data plans, voice/SMS plans, roaming plans, and other digital mobile connectivity services.

Because eSIMs are digital products and may become usable immediately after delivery, refund eligibility is limited once the eSIM has been delivered, viewed, installed, activated, scanned, or used.

4.2 Physical SIM Cards

Physical SIM cards include plastic SIM cards, prepaid SIM cards, travel SIM cards, carrier SIM cards, and other physical telecom products shipped to the customer.

Refund eligibility depends on whether the order has been shipped, delivered, opened, activated, damaged, returned, or used.

4.3 Top-ups, Vouchers, Carrier Credits, and Recharge Products

Top-ups, vouchers, carrier credits, recharge products, phone number services, and similar products are generally non-refundable once delivered, redeemed, applied to an account, activated, or used.

4.4 Bundled Products

Some products may include a combination of digital service, physical SIM card, activation service, carrier credit, phone number access, roaming service, or shipping.

Refunds for bundled products may be partial only. Non-refundable components may be deducted from the refund amount.

You may be eligible for a full or partial refund in the following situations.

5.1 Order Not Yet Fulfilled

If your order has not been fulfilled, delivered, shipped, assigned, activated, or processed with our supplier or carrier, we may cancel the order and issue a refund.

5.2 Duplicate Order

If you accidentally placed duplicate orders and only one order was delivered, activated, shipped, or used, we may refund the unused duplicate order.

If both orders were delivered, activated, shipped, used, or assigned, a full refund may not be available.

5.3 Wrong Product Purchased Before Fulfillment

If you purchased the wrong product and contact us before the product is fulfilled, delivered, shipped, activated, or used, we may cancel the order and issue a refund.

Once the product has been delivered, activated, shipped, used, or assigned, refund eligibility may be limited.

5.4 Product Cannot Be Delivered

If we are unable to deliver the product or provide the service, and no suitable replacement is available, we may issue a full refund.

5.5 Confirmed Product Defect

If the product is confirmed to be defective due to an issue caused by MollySIM, our supplier, or the carrier, and we are unable to provide a working replacement, alternative product, troubleshooting solution, or reasonable workaround, we may issue a full or partial refund.

5.6 Physical SIM Lost Before Delivery

If a physical SIM card is confirmed lost before delivery by the shipping carrier, we may offer a replacement or refund.

5.7 Incorrect Fulfillment by MollySIM

If we delivered the wrong product, wrong plan, wrong validity, wrong destination coverage, or wrong product type due to an error by MollySIM, we will try to correct the issue by replacement, exchange, store credit, partial refund, or full refund depending on the situation.

Unless required by applicable law, refunds are generally not available in the following situations.

6.1 eSIM Already Delivered, Viewed, Installed, Activated, Scanned, or Used

eSIM orders are generally non-refundable once any of the following has occurred:

• The eSIM QR code has been delivered
• The activation code has been delivered
• The eSIM profile has been made available
• The customer has viewed or accessed the eSIM details
• The QR code has been scanned
• The eSIM has been installed
• The eSIM has been activated
• The eSIM has connected to a network
• The eSIM has used data, voice, SMS, roaming, or any carrier service
• The eSIM has been assigned to the customer by the supplier or carrier

💡 UK & EU Digital Content Compliance Note: According to UK and EU consumer protection laws (Consumer Contracts Regulations), once digital content (such as an eSIM) has been downloaded, delivered, or viewed, it is deemed that you have explicitly agreed to start the service immediately and automatically waived your 14-day cooling-off period (right to cancel and refund). This is confirmed at checkout prior to purchase.

6.2 Customer Device Is Incompatible

Refunds are generally not available if the issue is caused by the customer’s device, including but not limited to:

• Device does not support eSIM
• Device is carrier-locked
• Device has regional restrictions
• Device software is outdated
• Device does not support required network bands
• Device does not support roaming or APN configuration
• Customer deleted the eSIM before troubleshooting
• Customer changed device after installation
• Customer attempted to install the eSIM on an unsupported device

Customers are responsible for confirming device compatibility prior to purchase.

⚠️ Device Incompatibility Compromise Refund Option (Low Dispute Protection): To safeguard transactional experience and minimize payment disputes (chargebacks), if your device is carrier-locked or discovered to be eSIM incompatible after purchase, provided that carrier records verify the eSIM data usage is strictly 0 bytes (entirely unused), we may process a partial refund after deducting a 10% payment gateway fee and administrative processing surcharge. Once any data has been consumed (> 0 bytes), no refund will be issued.

6.3 Customer Purchased the Wrong Product

Refunds are generally not available after fulfillment if the customer selected the wrong:

• Destination
• Country or region
• Data amount
• Validity period
• Product type
• SIM type
• eSIM instead of physical SIM
• Physical SIM instead of eSIM
• Plan with or without voice/SMS
• Plan with or without phone number
• Plan with or without roaming support

Please review the product description carefully before checkout.

6.4 Customer Changed Their Mind

Refunds are generally not available if the customer changes their mind after the product has been delivered, activated, shipped, assigned, or used.

6.5 Failure to Read Product Information

Refunds are generally not available if the issue arises because the customer did not read or understand:

• Product description
• Coverage details
• Activation instructions
• Compatibility requirements
• Important notes
• Validity period
• Speed policy
• Fair usage policy
• Roaming limitations
• Voice/SMS availability
• Phone number availability
• Country or region limitations
• Shipping information
• Checkout currency information

6.6 Network Conditions Outside Our Control

Refunds are generally not available for issues caused by network or environmental conditions outside MollySIM’s direct control, including but not limited to:

• Weak local signal
• Temporary carrier outage
• Carrier congestion
• Building or indoor signal blockage
• Remote area coverage limitations
• Local roaming restrictions
• Local government restrictions
• Device band limitations
• Incorrect APN settings
• Incorrect roaming settings
• Customer location not supported by the selected plan
• Carrier throttling or fair usage policy
• Network speed variation

We may still assist with troubleshooting, replacement, or alternative solutions where possible.

6.7 Third-Party Verification or SMS Issues

Some customers purchase SIM or eSIM products for account registration, SMS verification, banking, platform verification, app login, or receiving one-time passwords.

MollySIM does not guarantee that any third-party app, website, bank, exchange, social media platform, payment service, government service, or online platform will accept, recognize, or deliver SMS or calls to a particular SIM, eSIM, number, carrier, or country code.

Refunds are generally not available if:

• A third-party platform refuses the number
• A third-party platform does not send verification codes
• A bank, exchange, app, or website blocks the number
• The number was previously used, recycled, or rejected by a third-party service
• SMS delivery is blocked by the sender, platform, carrier, or anti-fraud system
• The customer purchased the product for a specific third-party verification use case that is not expressly guaranteed by MollySIM in writing

6.8 Physical SIM Already Shipped

Physical SIM card orders are generally not refundable after shipment unless:

• The SIM card is confirmed defective
• The order is lost before delivery
• We shipped the wrong product
• Applicable law requires otherwise

Shipping fees are usually non-refundable once the order has been shipped.

6.9 Incorrect Shipping Information

Refunds are generally not available if delivery fails or is delayed due to:

• Incorrect address
• Incomplete address
• Wrong recipient name
• Wrong phone number
• Customer not available for delivery
• Customer refused delivery
• Customs issue caused by customer information
• Failure to collect the parcel
• Local postal restrictions
• Address not serviceable by the carrier

If a package is returned to us, we may offer reshipment at the customer’s cost or a partial refund after deducting shipping, handling, payment, supplier, and restocking costs.

6.10 Top-ups, Vouchers, Credits, and Recharges

Top-ups, vouchers, recharge products, carrier credits, balance additions, and similar products are generally non-refundable once delivered, redeemed, applied, assigned, or used.

6.11 Promotional, Discounted, or Special Orders

Orders purchased with coupons, promotional discounts, affiliate discounts, special campaigns, or limited-time offers may be eligible for refund only based on the actual amount paid.

Promotional credits, coupons, referral credits, store credits, and bonus credits may be non-refundable.

6.12 Abuse, Fraud, or Suspicious Activity

Refunds may be denied if the order is associated with:

• Payment fraud
• Chargeback abuse
• Resale abuse
• Unauthorized use
• Account sharing abuse
• Multiple failed payment attempts
• Use of stolen payment methods
• High-risk payment behavior
• Attempts to obtain free service
• False claims
• Manipulated screenshots
• Violation of our Terms of Service

MollySIM reserves the right to cancel orders, restrict accounts, refuse refunds, or refuse future service in such cases.

6.13 Telecom Operator Policy Changes

Because our services involve third-party telecom operators, network service providers, and their partners, relevant service policies, roaming rules, network coverage, usage restrictions, and account management policies may change due to carrier business adjustments, regulatory requirements, or security policies.

If service is restricted, suspended, terminated, or becomes partially unavailable due to policy adjustments, service limitations, network changes, account audits, or other factors beyond our platform's control initiated by telecom operators or relevant third-party providers, such circumstances do not constitute a product quality defect of our platform and are strictly non-refundable.

Our platform will assist users within our capability to troubleshoot issues, provide technical support, and help seek alternative solutions where feasible, but we cannot guarantee the continuity of third-party telecom operator services or that their policies will remain unchanged.

Purchasing this service indicates that the user understands and accepts that telecom services depend on third-party operators whose policies and service status are subject to change.

If you experience an eSIM issue, please contact us before deleting the eSIM from your device.

Deleting an eSIM may make troubleshooting, reinstallation, replacement, or verification impossible.

Before requesting a refund for an eSIM issue, you may be asked to provide:

• Order number
• Device model
• Device screenshot showing eSIM status
• Error message screenshot
• Network selection screenshot
• APN settings screenshot
• Roaming settings screenshot
• Location country or region
• Date and time of the issue
• Whether the eSIM was installed, activated, or used
• Any carrier/network name shown on the device

We may ask you to perform reasonable troubleshooting steps, including but not limited to:

• Restarting the device
• Enabling data roaming
• Selecting the correct eSIM line
• Checking APN settings
• Manually selecting a network
• Updating device software
• Moving to an area with stronger signal
• Waiting for carrier activation
• Reinstalling or replacing the eSIM where possible

Failure to cooperate with reasonable troubleshooting may limit refund eligibility.

If a return is approved for a physical SIM card, the SIM card must generally be:

• Unused
• Unactivated
• Undamaged
• Unopened where applicable
• Returned with original packaging where applicable
• Returned within the time period we specify
• Returned using a trackable shipping method if requested

The customer may be responsible for return shipping costs unless the return is caused by our error or a confirmed product defect.

We may deduct from the refund:

• Original shipping fees
• Return shipping fees
• Handling fees
• Payment processing fees
• Supplier costs
• Carrier costs
• Restocking costs
• Any reduction in value caused by use, damage, activation, or mishandling

MollySIM may issue a partial refund instead of a full refund when appropriate.

Partial refunds may apply when:

• Part of the product or service has been used
• Part of the order has been fulfilled
• A digital product has been delivered but not used
• A physical product has been shipped but not activated
• A replacement or alternative solution has been provided
• A bundled order contains refundable and non-refundable components
• Shipping, payment, supplier, or carrier costs have already been incurred
• The issue affects only part of the service

The refund amount will be determined at MollySIM’s reasonable discretion based on the circumstances and available records.

In many cases, a replacement, exchange, alternative plan, troubleshooting solution, or store credit may be more appropriate than a cash refund.

MollySIM may offer:

• Replacement eSIM
• Alternative plan
• Store credit
• Partial refund
• Physical SIM reshipment
• Manual activation support
• Technical troubleshooting
• Supplier or carrier escalation

If a customer accepts a replacement, exchange, store credit, or alternative solution, the original order may no longer be eligible for a cash refund.

Approved refunds are normally returned to the original payment method.

We may not be able to refund to a different card, account, wallet, bank account, or payment method unless required by law or supported by our payment provider.

Currency conversion differences, bank fees, card issuer fees, foreign exchange fees, and payment provider fees are outside MollySIM’s control and may not be refundable.

If checkout was processed in a currency different from the displayed product reference currency, the refunded amount may be based on the actual amount paid at checkout.

Note on Payment Processing Fees: For any customer-initiated refund requests that are NOT due to MollySIM's fault or verified product quality/service defects (such as change of mind, accidental duplicate orders, wrong product selection, or device incompatibility discovered after purchase), the refunded amount will be subject to a deduction of the non-refundable third-party payment processing fees (approximately 4% for Alipay/WeChat Pay, and approximately 5% for PayPal/Credit Cards/Stripe). This is because our payment processors do not refund their transaction fees when a refund is issued.

After a refund is approved, MollySIM will normally process the refund within 5–10 business days.

After we process the refund, your bank, card issuer, payment provider, or wallet provider may require additional time to post the funds to your account.

MollySIM is not responsible for delays caused by banks, card issuers, payment processors, wallet providers, or payment networks.

To request a refund, please contact us at:

[email protected]

Please include the following information:

• Order number
• Email address used for the order
• Product purchased
• Purchase date
• Reason for refund request
• Device model, if related to eSIM
• Destination country or region, if related to network coverage
• Screenshots of error messages, if applicable
• Screenshots of device settings, if applicable
• Photos of physical SIM or package, if applicable
• Shipping tracking information, if applicable
• Any relevant communication with carriers or third-party services

Incomplete refund requests may take longer to process.

If you have an issue with your order, please contact MollySIM first so we can try to resolve the issue.

Opening a chargeback or payment dispute without contacting us may delay resolution and may limit our ability to provide support, replacement, or store credit.

If a chargeback or payment dispute is opened, MollySIM reserves the right to submit evidence to the payment provider, card network, bank, or dispute resolution platform, including but not limited to:

• Order details
• Checkout records
• Payment records
• Customer account information
• Delivery records
• Email delivery logs
• eSIM QR code delivery records
• Activation records
• Usage records
• Supplier records
• Carrier records
• Shipping tracking records
• IP address records
• Device records
• Customer communication history
• Screenshots and support ticket history
• Acceptance of Terms of Service and Refund Policy

Fraudulent, abusive, or false disputes may result in cancellation of pending orders, account restrictions, refusal of future service, and other actions permitted by law.

Customers are responsible for:

• Reading the product description before purchase
• Checking device compatibility
• Checking whether the device is unlocked
• Selecting the correct destination and plan
• Understanding the validity period
• Understanding whether the plan includes data only, voice, SMS, phone number, or roaming
• Entering correct shipping information
• Following activation instructions
• Contacting us before deleting an eSIM
• Providing accurate information during support and refund review
• Using the product lawfully and in accordance with our Terms of Service

Failure to meet these responsibilities may affect refund eligibility.

We try to keep product descriptions, coverage information, plan details, and pricing accurate and up to date.

However, mobile network services may be affected by carriers, roaming partners, local regulations, device limitations, supplier changes, and other factors outside MollySIM’s control.

Coverage, speed, carrier availability, roaming partners, network names, and service quality may vary by location and device.

Unless expressly guaranteed in writing, MollySIM does not guarantee:

• A specific network speed
• A specific carrier connection
• A specific SMS sender compatibility
• A specific third-party verification success rate
• A specific indoor signal level
• A specific network in every location
• Continuous uninterrupted service
• Compatibility with every app, bank, exchange, platform, or website

Some products may include voice, SMS, phone number access, or pay-as-you-go functionality.

Unless expressly stated on the product page:

• We do not guarantee that every third-party service will accept the number.
• We do not guarantee that every bank, app, exchange, or platform will send verification codes.
• We do not guarantee that recycled or carrier-issued numbers will be accepted by all third-party services.
• We do not guarantee that SMS delivery will work with all senders.
• We do not guarantee that calls or SMS will work in every country, region, or roaming network.

If a plan includes pay-as-you-go usage, charges may apply based on carrier rates, roaming rates, or product-specific terms.

Used balance, consumed credit, activated service, or applied top-up is generally non-refundable.

MollySIM may cancel or refuse an order before or after payment if:

• The product is unavailable
• The order is high risk
• Payment appears suspicious
• Customer information cannot be verified
• The order violates our Terms of Service
• The product cannot be legally or operationally provided
• Supplier or carrier fulfillment fails
• Pricing, product, or system error occurs
• The customer engages in abusive, fraudulent, or suspicious behavior

If we cancel an order before fulfillment and no service has been provided, we will normally issue a refund.

We reserve the right to correct errors, inaccuracies, omissions, pricing mistakes, product availability issues, or technical issues at any time.

If an order is affected by a clear pricing error, product error, stock issue, supplier issue, or technical issue, we may cancel the order and issue a refund.

Nothing in this Refund Policy is intended to limit any mandatory consumer rights that cannot be excluded under applicable law.

Where applicable law gives you rights that are stronger than this policy, those mandatory rights will apply.

Where permitted by law, this policy will apply to the maximum extent possible.

If you have questions about this Refund Policy or want to request a refund, please contact:

[email protected]