Refund policy
Return & Refund Policy
KOREAUSIM provides SIM, eSIM, and prepaid mobile services. Due to the nature of these products, return and refund eligibility depends on whether the eSIM or data SIM has already been issued and whether the prepaid mobile service has already been activated.
For any cancellation, return, exchange, or refund request, please contact us at allnet3382_pr@naver.com with your order number and purchase details.
Data eSIM
A Data eSIM order may be cancelled and fully refunded before the eSIM QR code or activation information has been issued or sent to you.
Once the eSIM QR code or activation information has been issued or sent, the eSIM cannot be returned and is generally non-refundable, as it is a digital product that cannot be recovered or resold after issuance.
Before ordering, please make sure to check:
- Whether your device supports eSIM
- Whether your device is SIM-unlocked
- The destination country and selected validity period
- The email address entered during checkout
- The product's network and usage conditions
If the eSIM cannot be used due to an error attributable to KOREAUSIM or our supplier, we will review the issue and provide an appropriate solution, such as replacement, reissuance, or refund.
Where applicable consumer law provides additional cancellation or refund rights, those rights will take precedence. Under Korean e-commerce law, restrictions on withdrawal for digital content are subject to statutory requirements, including appropriate advance notice to consumers.
Prepaid Mobile Service
A prepaid mobile service order may be cancelled and refunded before activation is completed.
However, prepaid mobile service orders include a complimentary 1-Day Data eSIM or Data USIM, valued at USD $4.71.
If the complimentary Data eSIM or Data USIM has already been issued before you request cancellation, USD $4.71 will be deducted from the refundable amount.
Refund amount = Amount paid for the prepaid mobile service − USD $4.71
This deduction applies only when the complimentary 1-Day Data eSIM or Data USIM has already been issued.
Once the prepaid mobile service has been activated, cancellation or refund due to a change of mind is generally not available because the telecommunications service has already commenced.
Any rights available under applicable consumer protection laws will remain unaffected.
Damages and Issues
Please check your USIM upon receipt and contact us as soon as possible if:
- The USIM is defective
- The USIM cannot be recognized by a compatible device
- You received the wrong product
- There is another issue attributable to KOREAUSIM
If the USIM is confirmed to be defective, we will replace it free of charge.
To determine whether the USIM itself is defective, we may request information such as your device model, SIM status, settings screen, error messages, or other information necessary to diagnose the issue.
Exceptions / Non-Returnable Items
We do not provide refunds, free replacements, or compensation for damage, loss, or malfunction caused by the customer, including but not limited to:
- Lost USIM cards
- Physically damaged USIM cards
- Damage caused while inserting or removing the USIM
- Cutting, modifying, or altering the USIM
- Water damage or physical impact
- Damage caused by improper handling
- Deleting an installed eSIM
- Attempting to install an eSIM on an unsupported device
- Loss of eSIM functionality caused by changing, resetting, or modifying the customer's device
If a replacement USIM or eSIM is required due to customer error, an additional charge may apply.
Exchanges
If a physical USIM is confirmed to be defective, we will provide a replacement at no additional charge.
Exchanges are not provided for a change of mind or for damage, loss, or malfunction caused by the customer.
Please contact us before returning or sending any physical product. Items sent to us without prior authorization may not be accepted or processed.
For exchange requests, contact:
European Union 14-Day Cooling-Off Period
If you are a consumer in the European Union, applicable EU consumer law may provide a 14-day right of withdrawal for distance contracts, subject to certain exceptions.
For digital content such as an eSIM, the right of withdrawal may be lost once supply begins where the consumer has given prior express consent to immediate performance and acknowledged the loss of the right of withdrawal, as required by applicable EU law.
Nothing in this policy is intended to limit any mandatory consumer rights that apply to your purchase.
Refunds
When we receive a refund request, we will review the order and determine eligibility based on factors including:
- Whether the Data eSIM has already been issued
- Whether the complimentary 1-Day Data eSIM or Data USIM has already been issued
- Whether the prepaid mobile service has already been activated
- Whether the USIM is defective
- Whether the issue was caused by customer error
If your refund is approved, it will be refunded to your original payment method.
Please note that after we process the refund, additional processing time may be required by your bank, credit card company, or payment provider before the funds appear in your account.
For any refund-related questions, please contact:
Applicable Law
If any provision of this policy conflicts with mandatory consumer protection laws applicable to a particular transaction, the applicable mandatory law will take precedence.