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To request a refund, please contact Cherry eSIM Support at help@cherryesim.com with your order number, product name, and the reason for the refund. Refunds will be processed using the original payment method and may take up to 10 business days.

Refundable Conditions:

• Order Cancellation: You can cancel your order and receive a full refund before your eSIM QR code has been delivered to your email.
• eSIM Issues: After delivery of the QR code, a refund may be issued only if there's an error related to our eSIM that our Support Team cannot fix after it has been communicated to them.
• Change of Plans: If the eSIM is no longer needed due to a change in plans or other personal reasons.
• Device Incompatibility: If the eSIM cannot be activated due to your device being carrier-locked or incompatible.
• Service Problems (In-Country): If you experience and report problems with our service to our Support Team while you are in China (the covered country), and our team verifies the issue falls under our responsibility and cannot be fixed.

Non-Refundable Conditions:

• Activated eSIM: No refunds will be issued once the eSIM has been scanned and activated on your device.
• Time Limit Exceeded: More than 30 days have passed since the purchase date, regardless of activation status.
• Customer Error: Refund requests due to customer unawareness or mistakes.
• Post-Trip Requests: Refund requests made after returning to your home country without prior confirmation of eSIM issues with our Support Team.
• Unchecked Email: Failure to check your Spam or Promotion folders for the eSIM email, leading to a refund request without prior contact for assistance.

Important Notes:

For any issues or refund requests, please contact us at help@cherryesim.com during our work hours.

Refunds or eSIM replacements for service problems are only considered if the issue was submitted, verified, and remained unfixed by our Support Team while you were in the covered country.