Refund Policy

✅ Eligible for refund

Orders that meet both conditions are refunded to your original payment method:

• Within 14 days of purchase date
• eSIM has not been installed (never activated, zero data used)

Refunds typically appear on your statement within 5–10 business days.

❌ Not eligible

• More than 14 days since purchase
• eSIM has been installed (activated, or any data consumed)
• Top-up orders are non-refundable

⚠️ Defective eSIM (manual review)

If your eSIM had one of the following problems, submit a refund request and describe the issue. We'll review manually and refund if the defect is verified:

• eSIM failed to install or activate
• Data connection dropped unexpectedly during use
• No signal or unable to connect at destination (after 24+ hours)

Please include error screenshots, device model, and country/region. We respond within 1–2 business days; approved refunds go to your original payment method.

How to request a refund

1. Sign in and go to My eSIMs, open the order, and click “Request Refund”, or
2. Email support@sinoconnection.com with your order ID and a description

Please do not call the store — refund requests must be submitted online or by email so we can track and handle them properly.

Phone refills & mobile plans

Once a refill has been applied or a plan has been activated, it's generally non-refundable. For payment errors (duplicate charges, wrong amount, etc.), contact us within 7 days and we'll resolve it.