[+] General Principle

Refunds are available only for eSIMs that have NOT been activated. "Activated" means the eSIM QR code has been scanned and the device has connected to a Korean cellular network (SKT / LG U+). Once activation occurs, the data provider charges us and we cannot reverse that charge.

[+] Full Refund Before Activation

If you have purchased an eSIM but have not yet scanned the QR code or connected to a Korean network, you are eligible for a 100% refund. No questions asked. Request it via support@esim.nevra.app or through your purchase history.

[+] Exception: Network Unavailability After Arrival

If you arrive in Korea and the eSIM cannot connect to the network at all (not a speed/coverage issue, but total inability to use data despite a compatible device), you may be eligible for a refund. You must provide evidence:

[+] proof that your device supports eSIM and the required bands
[+] screenshots or photos showing no data connection despite airplane mode off and correct APN settings
[+] the date and location of the attempted connection

Submit all evidence to support@esim.nevra.app. We will review and respond within 3 business days.

[+] Non-Refundable Cases

Refunds are NOT available for:

[+] eSIMs that have been activated and used any amount of data
[+] eSIMs that have expired (180 days after purchase without activation, or after the plan duration ends)
[+] change of mind after activation
[+] device incompatibility that was not disclosed before purchase (we list compatibility requirements at checkout)

[+] How to Request a Refund

Email support@esim.nevra.app with: your order email, the order ID or session ID (found in your purchase confirmation email), and the reason for the refund. If claiming the network unavailability exception, include the evidence described above.

[+] Processing Time

Approved refunds are processed within 5-10 business days back to the original payment method. The exact timing depends on your bank or card issuer.

[+] Purchase History

You can view your past orders and their activation status by entering your email at the purchase history page. This helps you determine eligibility before requesting a refund.