Refund Policy

Each eSIM QR code is unique and is issued the moment you pay; it cannot be taken back and resold. For this reason the following refund policy applies.

1. Full refund or a replacement eSIM

• You paid but did not receive a QR code within 24 hours and we could not fix it.
• The eSIM cannot be installed or cannot connect in Vietnam because of a carrier or our error, and our support team cannot fix it within 48 hours.
• You were charged twice for the same order.
• We delivered a different plan from the one you ordered.

2. Not refundable

• Your phone does not support eSIM or is carrier-locked.
• You change your mind, cancel your trip or bought the wrong plan after the QR code was issued.
• The eSIM was installed and data was used, except in the cases in section 1.
• You deleted the eSIM, lost the QR code or entered a wrong email.
• Slow speeds or temporary loss of signal due to carrier coverage.
• The activation window or the plan validity has expired.

3. How to request a refund

Send your request within 7 days of purchase, or within the plan validity if longer, to help@esim5gvietnam.com or WhatsApp 0938532222. Include your order number, a description of the problem and screenshots (eSIM settings screen, error messages). We reply within 2 business days.

4. Timing and method

Refunds go back to the original payment method: PayPal or international card (usually 5 to 10 business days depending on your bank), or a bank transfer to an account you provide for VietQR orders. We do not charge refund fees.

5. Payment disputes

Please contact us before opening a dispute with PayPal or your bank. Most eSIM issues are solved within minutes through online support.