Refund and Returns Policy

Last updated: May 23, 2024

Thank you for shopping at Fone4EU. We strive to provide you with high-quality products and excellent service. This Refund and Returns Policy outlines our guidelines for returns, refunds, and exchanges to ensure a smooth experience for our customers.

1. Digital Products and Services

For digital products and services, such as eSIM activations and data plan purchases:

  • Cancellation Before Activation: If you have purchased an eSIM or data plan but have not yet activated it, you may request a full refund within 14 days of purchase.
  • After Activation: Once a digital product or service has been activated or used, it is generally non-refundable due to the nature of these products.
  • Exceptions: If you experience significant technical issues with our digital services that are directly attributable to our systems and not resolved within a reasonable timeframe, you may be eligible for a partial or full refund at our discretion.

2. Physical SIM Cards

For physical SIM cards and related products:

  • Unopened Products: Unopened and unused physical SIM cards may be returned within 30 days of delivery for a full refund of the product price (excluding shipping costs).
  • Opened/Used Products: Once a physical SIM card has been opened or activated, it cannot be returned unless it is defective.
  • Defective Products: If you receive a defective SIM card that does not work as described, you may return it within 30 days of delivery for a replacement or full refund, including original shipping costs.

3. Refund Process

To initiate a return or refund request:

  1. Contact our customer service team at [email protected] with your order number and reason for the return/refund.
  2. Our team will review your request and provide instructions on how to proceed.
  3. For physical products, you may need to return the item to our designated address. Please do not send returns without prior authorization.
  4. Once we receive and inspect the returned item (if applicable), we will process your refund.

4. Refund Timeframe

Refunds are processed as follows:

  • Digital Products: Approved refunds for digital products are typically processed within 5-7 business days.
  • Physical Products: For physical returns, refunds are processed within 14 business days after we receive and inspect the returned item.
  • Payment Method: Refunds will be issued to the original payment method used for the purchase. If this is not possible, we will work with you to find an alternative refund method.

5. Shipping Costs for Returns

Shipping costs for returns are handled as follows:

  • Defective Products: If you are returning a defective product, we will reimburse the return shipping costs or provide a prepaid shipping label.
  • Change of Mind: If you are returning a product because you changed your mind or for any reason not related to a product defect, you are responsible for the return shipping costs.

6. Cancellation of Orders

You may cancel an order under the following conditions:

  • Pre-Shipment: Orders for physical products may be canceled at no charge if the cancellation request is received before the order has been shipped.
  • Digital Products: Orders for digital products may be canceled at no charge if the cancellation request is received before the product has been activated or used.

7. Subscription Services

For subscription-based services:

  • Cancellation: You may cancel a subscription at any time through your account settings or by contacting our customer service team.
  • Prorated Refunds: For prepaid subscription periods, we may issue prorated refunds for the unused portion of your subscription at our discretion.
  • Automatic Renewals: Subscriptions are automatically renewed unless canceled at least 24 hours before the end of the current billing period.

8. Non-Refundable Items and Services

The following items and services are generally non-refundable:

  • Activated or used SIM cards (physical or eSIM)
  • Consumed data plans or airtime
  • Personalized or custom-configured products
  • Special promotional offers marked as non-refundable

9. Exceptions for Extenuating Circumstances

We understand that exceptional situations may arise. In cases of severe technical issues, service unavailability in advertised regions, or other extenuating circumstances, we may make exceptions to this policy at our discretion. Please contact our customer service team to discuss your specific situation.

10. Consumer Rights

This Refund and Returns Policy does not affect your statutory rights as a consumer. Depending on your country of residence, you may have additional rights under local consumer protection laws.

For EU customers: In accordance with EU consumer protection laws, you have the right to cancel your order within 14 days of receiving the goods (cooling-off period) without giving any reason, except for sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery, or digital content if the download or activation has begun with your prior express consent and acknowledgment that you thereby lose your right of withdrawal.

11. Contact Us

If you have any questions about our Refund and Returns Policy, please contact us by email: [email protected]