eWave’s inspection policy

Inspection policy – For eSIM products

  • eWave carefully checks eSIM information before sending it to customers via email or Zalo.
  • The staff checks to ensure the accuracy of the eSIM code, package information, and expiration date.
  • Before sending, eWave reconfirms the customer’s contact information to ensure the eSIM is sent to the correct recipient.

Inspection Policy – For International Mobile Wifi Devices

Before delivering to customers, eWave staff will carefully check:

  • The device is operating normally.
  • No signs of cracks, heavy scratches or deformation
  • Clear display
  • The IMEI number on the device matches the profile

  • Check all accessories included:
    • 1 Mobile Wifi Device
    • 1 Type C charging cable
    • 1 device bag
  • Record the status of equipment and accessories in the handover minutes.
  • If any problems are detected, the Technical department will be invited to check and confirm the information with the Customer Care department before notifying the customer.

After use and the customer returns the device (For customers renting International Mobile Wifi Device), eWave is responsible for:

  • Check the external condition of the device
  • Check for functionality and connectivity
  • Compare IMEI number with original records
  • Check all accessories included
  • Record equipment status details in minutes

If there is any damage to the product after use, the equipment deposit fee (VND 1,200,000) will be deducted when (Read more in the Shipping and Delivery Information section):

  • The Wifi transmitter is damaged and cannot operate, does not have power, does not operate normally, is broken, has a cracked shell, and is physically impacted, dented, deformed, or has a completely broken screen and shell, along with the IMEI number on the back of the transmitter lost. (1,200,000 VND full deposit)
  • Wifi transmitter device was lost during the customer’s rental period. (1,200,000 VND full deposit)
  • Damaged or lost packaging and accompanying components and accessories. (Lost + damaged packaging: Fee of 300,000 VND, Lost + damaged accompanying Type C charging cable: Fee of 200,000 VND)
  • The mobile Wifi transmitter + Case + Tye C charging cable included are lost or damaged as a whole set. (Fee of 1,500,000 VND). The customer must pay an additional fee in addition to the deposit of 300,000 VND for eWave.

Inspection policy – For international travel SIM

  • Check the integrity of the SIM packaging
  • Confirm package information and expiration date on SIM
  • Check the SIM serial number matches the order
  • Make sure the SIM is not activated before delivering to the customer

Handling when detecting problems

  • If any problems are detected during the inspection process, eWave staff will immediately report to the relevant department.
  • Depending on the severity of the incident, eWave will apply appropriate measures such as repair, replacement or compensation according to regulations.

eWave’s Commitment

  • Always conduct thorough inspection to ensure product and service quality.
  • Transparency in the process of checking goods and recording product status
  • Quickly and satisfactorily resolve issues arising related to product quality

eWave is committed to strictly adhering to this inspection policy to provide the best customer experience and maintain the company’s reputation.