At BuddySIM, we strive to provide a positive shopping experience for our customers and ensure the best internet connection. However, we understand that it may sometimes be necessary to cancel a purchase or product. We are also aware that connection issues, while rare, can occasionally occur.
Therefore, we have flexible refund policies.
Here are the details:
Refund for Blocked or Incompatible Devices
If your device is not compatible with the eSIM card or cannot connect for other reasons, we will refund you, provided: ⚠️ The card has not been scanned, and no data has been consumed. The refund request must be made within 14 days from the purchase date. We require a screenshot with all necessary details to verify the incompatibility or blocking (via email to [email protected]). Since transaction costs are incurred for us, we reserve the right to charge a processing fee of €5 for refunds on incompatible devices. Therefore, please always check in advance if your smartphone is eSIM-capable to avoid unnecessary costs for both parties.
Full Refund
If you need to cancel your order due to double ordering or trip cancellation, we will refund the full amount you paid without any processing fees, provided: ⚠️ The eSIM was purchased through the BuddySIM website. The eSIM has not been activated, and no data has been consumed. If the eSIM card has been activated or used, we will review your request separately to find the best solution. The refund request must be made within 14 days from the purchase date.
How to Request a Refund
Our refund process is designed to be simple to minimize your effort. Just contact our support team at [email protected] and provide all required information. After your request is approved, the amount will be refunded to the same account used for the order, which usually takes 5–10 business days.
Refund Methods
Refunds will be processed through the same payment method you used for the order unless an alternative method has been agreed upon. Don’t worry if the original payment method is no longer available; we will find an alternative solution!
Connection Issues with Your eSIM
If your eSIM card does not function due to issues from BuddySIM or the internet provider, we will issue a full or partial refund. Please note: Before submitting a refund request, contact our support team at [email protected] or use our WhatsApp chat to report the connection issue.
Please reach out to us as soon as the problem with your eSIM card occurs.
If you contact us after your trip has concluded and your eSIM has already expired, we cannot guarantee a refund.
Refund Request & Amount
Please send us all required information and relevant screenshots to assist us in identifying the problem. We are available 24/7 and typically respond within a few minutes. Please note that refunds are based on the exact amount you paid. For example, if you used a discount code when ordering your eSIM card, the refund will reflect the actual amount paid and not the list price. We also do not refund any additional costs not directly related to the product and no amounts exceeding what you paid.
Should anything not work after purchasing your BuddySIM eSIM card, you can rest assured. ♥️ Because for problems, you have up to 14 days to request a refund.