Return & Refund Policy (voyaesim.com)

Last updated: November 3, 2025

1) Scope

This policy applies to (a) eSIM digital plans and (b) physical SIM/accessories if and when offered by VOYA Global eSIM. eSIMs are delivered digitally (QR/activation code) with instant delivery and 24/7 support.VOYA Global eSIM

2) eSIM (Digital Goods)

Eligible for refund when:

  • Not delivered (no QR/SM-DP+/activation code sent): full refund. VOYA Global eSIM

  • Delivered but not activated/installed/bound, and you request within 30 days of purchase: refund minus 10% processing fee. VOYA Global eSIM

  • Technical failure not caused by the user, verified by VOYA diagnostics/carrier checks and not resolvable within a reasonable time: full refund. VOYA Global eSIM

  • Duplicate orders/charges: full refund upon proof. VOYA Global eSIM

Not eligible (examples):

  • eSIM already activated/installed or bound to your device EID. VOYA Global eSIM

  • Device doesn’t support eSIM, is carrier-locked/region-locked or blacklisted. VOYA Global eSIM

  • Wrong country/plan, itinerary change, change of mind or other subjective reasons. VOYA Global eSIM

  • Throughput/5G/Hotspot availability limited by local carriers/coverage/buildings/peak hours. VOYA Global eSIM

  • Incorrect APN/data-roaming settings, or FUP (fair-use policy) throttling/suspension due to excessive use. VOYA Global eSIM

  • Expired activation window (many plans require activation within 30 days of purchase). VOYA Global eSIM

Tip: Not sure if your phone supports eSIM or is unlocked? Please contact us before purchase—we’re happy to help 24/7. VOYA Global eSIM

3) Physical SIM / Accessories (if applicable)

  • 30-day returns for unopened/unused items in original packaging. Shipping is non-refundable; a restocking fee may apply.

  • Opened/used/damaged items are not eligible.

  • An RMA and return address will be provided after your email request; unsolicited returns will be refused. VOYA Global eSIM

4) How to Request a Refund/Return

Email voya.esim@gmail.com with:
(1) order number, (2) purchaser email, (3) issue description, (4) screenshots/video, (5) speed tests (if network-related). We typically reply within 1–2 business days with next steps. If approved:

  • eSIMs will be deactivated prior to refund.

  • Physical items: return per RMA; refund after inspection. VOYA Global eSIM

5) Damages / Shortage (Physical Goods)

Report within 48 hours of delivery with photos/unboxing video for replacement or refund. VOYA Global eSIM

6) Exchanges

  • eSIM: No direct exchanges. If eligible, request a refund and place a new order for the correct plan.

  • Physical items: exchanges follow Section 3. VOYA Global eSIM

7) EU/UK Cooling-Off (Consumer Rights)

  • Physical goods: you may withdraw within 14 days after delivery (unopened, intact).

  • Digital content (eSIM): if you consent to immediate supply and acknowledge waiving the 14-day right of withdrawal at checkout, once the eSIM is delivered (QR/activation code provided) the cooling-off does not apply. If you did not consent and delivery has not occurred, you may withdraw for a refund. VOYA Global eSIM

8) Refund Timing

Once approved, refunds are issued to your original payment method within 10 business days. If you don’t see the funds after 15 business days, please contact voya.esim@gmail.com. VOYA Global eSIM

9) Fraud, Abuse & Fair Use

We may refuse, limit, or reverse refunds where we detect fraud, misuse, or breach of plan terms/FUP (e.g., tethering abuse where prohibited, SIM recycling, reselling without authorization), or where carrier investigations indicate user-caused issues. VOYA Global eSIM

10) Contact Us

  • Email: voya.esim@gmail.com

  • 24/7 Support: WhatsApp / Instagram @voya.sim / LINE online support (see “Contact Customer Service” page for current channels & hours). VOYA Global eSI