eWave understands that sometimes your plans may change due to many objective factors. Therefore, we have built a detailed and practical refund policy to ensure your rights. Below is detailed information about the content, process and conditions of refunds, please read carefully before deciding to buy with eWave.

Cases eligible for refund

eWave will refund the product to you immediately in the following cases:

Refund due to product defect

In case the package or product cannot be used after following the instructions of Customer Service & Technical, and the product is still within the expiration date, you can request a refund.

You need to provide a photo showing that the eSIM is not working on the phone, as well as a photo and email content confirming the purchase of the package from eWave (including the source of the email, time, and package information).

The level of refund will be considered on a case-by-case basis:

  • 100% refund of package/product value if the problem or error is determined to be caused by eWave and the customer cannot use it according to instructions.
  • Change to a new package/product (SIM/eSIM/Mobile Wi-Fi) equivalent to or greater than the faulty package, if the error is confirmed to be on eWave’s part.

Refund processing time is 2-5 business days (excluding Saturday and Sunday). The new package exchange will take place within 30 minutes if you actively cooperate with eWave.

Refund due to eWave sending wrong package

If the package or product sent by eWave is not as ordered, you can request a refund. You need to provide photos, phone/e-mail screenshots showing and verifying that you received the package that is not as ordered and paid for.

In both cases, eWave will confirm the payment information for the purchased package and proceed with the refund according to that information or according to other agreements with the customer. For changing to a new package, eWave will send the new package to the same previous e-mail address or according to the confirmation of change from the customer.

Cases not covered by the refund policy

While eWave is always available to assist you if you encounter any problems, we are unable to provide refunds in the following specific cases:

Subjective case

  • The customer arbitrarily deleted the eSIM and wanted to reinstall the package and eSIM.
  • Customer’s device cannot use eSIM (please check and confirm according to eWave’s instructions before purchasing eSIM).
  • Customers skip eWave’s eSIM phone testing support.
  • Phone is locked.
  • eSIM has expired (expiry date is shown in the email sent to the customer).
  • Customers have already purchased but want to change to another package and eSIM (please carefully check the country, schedule, and device before purchasing eSIM).

Objective case

In case the country where the customer is traveling/working/staying has force majeure events (including but not limited to natural disasters, earthquakes, epidemics, fires, wars, strikes, riots, changes in local laws and policies, changes in government…), eWave will not support refunds of products purchased by the customer.

Channels to contact eWave if you have questions about the return policy

If you have any further questions regarding the return policy, please contact eWave customer service via the above channels.

We sincerely thank you for trusting and choosing eWave products and services.