Legal
Refund & Return Policy
We stand behind our products. Here's everything you need to know about our refund and return process.
ZENOESIM provides a comprehensive 10-year extended warranty for all IoT card users. During this warranty period, should the SIM card exhibit quality issues not caused by manual damage, customers are entitled to a complimentary replacement upon providing valid proof of purchase. This quality assurance policy operates independently of our standard refund and return procedures.
Customers have a 7-day window from the date of activation to request a full refund. You have the right to cancel your new ZENOESIM service activation for any reason within this period. The refund will include the full purchase price along with any associated taxes and fees.
To initiate a refund, please complete the refund request form available on the ZENOESIM website or contact our customer service team directly. Refunds are processed within ten (10) business days after the request is submitted.
For packages that have already been activated, charges will be calculated based on usage from the service start date, and a partial refund will be issued accordingly.
Customized or personalized SIM cards are non-refundable unless there is a defect or error in the customization process itself.
Requests made after the 7-day deadline are not eligible for a refund, though customers may still cancel the service in accordance with the service agreement terms.
ZENOESIM reserves the right to refuse refunds if the SIM card shows signs of physical damage, tampering, or if the packaging has been opened.
You may cancel your new ZENOESIM service activation and request a refund for any reason within seven (7) calendar days of activation. We will refund the full purchase price and associated taxes/fees, provided you:
Unactivated eSIMs are eligible for a full refund. Please submit your request via our customer service channels within 30 days of purchase.
If you experience technical or network issues that hinder normal eSIM usage, you are eligible for a refund or replacement. Please contact customer service with a description and proof of the issue to proceed.
You may request a return through the following channels:
We will notify you upon receiving and inspecting your return to confirm approval. If approved, the refund will be automatically processed to your original payment method within 10 business days.
If more than 15 business days have passed since our approval of your return, please contact us at support@zenoesim.com.
For questions or concerns regarding our refund policy, please reach out to ZENOESIM's customer service department.
Email: support@zenoesim.com