Returns & exchange policy
Smartel's customer care, cancellation and exchange policy for travel SIM/eSIM: supported cases, processing times and cases that are not covered.
1. Cases eligible for exchange or refund
Smartel resolves each product issue below using the option agreed with you.
| Product issue | Smartel policy | Processing time |
|---|---|---|
| 1. The customer did not receive the eSIM QR code | Resend the eSIM QR code to the customer | Under 10 minutes |
| 2. The eSIM QR code is faulty and cannot be added to the device | Replace the eSIM QR code | Within 60 minutes of agreeing on the resolution with the customer |
| 3. The eSIM was added (installed) successfully but the service still cannot be used after technical troubleshooting | Replace it with another eSIM | Within 60 minutes of agreeing on the resolution with the customer |
| Or | Refund 100% of the order value (the customer must remove the old eSIM from the device it was installed on) | Refunded within 8 hours |
| 4. The customer changes their mind after a successful payment | Refund fee: VND 10,000 per eSIM/data pack Conditions
| Refunded within 8 hours Refund amount = Order value – Refund fee |
2. Cases not eligible for exchange or refund
Including but not limited to:
The eSIM/SIM has passed its activation deadline
Damaged SIM
Scratched, broken or lost by the customer.
Support was not contacted in time
The customer did not contact Smartel as soon as the issue occurred (for example, only several days later).
Using the SIM in a Wi-Fi hotspot device
Travel SIM/eSIM is intended for personal use on a smartphone and does not cover Wi-Fi broadcasting or Internet sharing.
External factors and force majeure
Natural disasters, epidemics or political instability in the destination country; unstable infrastructure in the destination country.
Service quality beyond our commitment
Internet speed or call quality not meeting the customer's personal expectations.