Refund Policy

Effective Date: March 27, 2026

At Strong eSIM, we sell digital eSIM plans that are delivered electronically. Because eSIM products are digital and may be delivered, installed, activated, or used shortly after purchase, refund eligibility depends on the status of the eSIM and the nature of the issue.

Please read this Refund Policy carefully before making a purchase.

1. Company Information

STRONGESIM LLC
Delaware, United States
169 Madison Ave STE 11534 Unit 266
New York, NY 10016
United States

Website: https://strongesim.com
Email: info@strongesim.com

2. General Refund Principle

We aim to be fair and reasonable. Refunds may be approved when a purchase was not properly delivered, cannot be used due to a verified technical problem caused by us or our provider, or where a refund is otherwise required by applicable law.

Because our products are digital, refunds are usually not available once an eSIM has been delivered, installed, activated, or used, except where there is a proven technical fault that we cannot resolve.

3. Cases Where a Refund May Be Approved

  • Duplicate purchase or duplicate charge: You were charged more than once for the same order.
  • Non-delivery: You did not receive the eSIM QR code or activation details due to a system issue on our side, and we are unable to re-deliver the order.
  • Technical failure: The eSIM cannot be installed or activated due to a confirmed issue caused by Strong eSIM or the network provider, and the issue cannot be resolved within a reasonable time.
  • No usable service due to a verified plan issue: The plan was correctly installed on a compatible, unlocked device, but the service failed due to a confirmed issue with the eSIM or network provisioning, and we are unable to provide a replacement or fix.
  • Wrong purchase, only in limited cases: If you purchased the wrong destination or plan and contact us before the eSIM has been delivered, installed, activated, or used, we may approve a refund or exchange at our discretion.

4. Cases Where a Refund Will Normally Not Be Approved

  • The eSIM has already been installed, activated, or used, unless there is a verified technical fault that we cannot resolve.
  • Your phone is not eSIM-compatible, is carrier-locked, or does not support the required network bands.
  • You purchased the wrong plan, country, region, or validity option and the eSIM has already been delivered or activated.
  • You changed your mind after purchase.
  • You entered the wrong email address or failed to check your spam/junk folder.
  • You removed the eSIM from your device, deleted it, reset your phone, or otherwise caused the eSIM to become unusable after delivery.
  • The issue is caused by local coverage limitations, weak signal indoors, temporary congestion, device settings, APN settings, roaming settings, software issues, or other factors outside our direct control, unless we confirm that the eSIM itself is faulty.
  • You used part of the data allowance or consumed any portion of the service.
  • The order is flagged for fraud, abuse, misuse, unauthorized resale, or a breach of our Terms and Conditions.

5. Customer Responsibilities Before Purchase

Before buying, you are responsible for checking that:

  • Your device supports eSIM technology;
  • Your device is unlocked and can use third-party mobile networks;
  • The destination, plan type, validity, and data allowance match your travel needs;
  • You have a stable internet connection available for installation if needed.

6. Troubleshooting Before Refund

Before approving a refund, we may first try to resolve the issue. This may include asking you to:

  • Provide screenshots of the error;
  • Confirm the device model;
  • Confirm whether the device is unlocked;
  • Share installation steps already taken;
  • Check APN, roaming, or network settings;
  • Allow us reasonable time to investigate the issue with our provider.

If the issue can be fixed, a refund may not be necessary.

7. How to Request a Refund

To request a refund, please contact us at info@strongesim.com within 30 days of purchase and include:

  • Your order number;
  • The email address used for the purchase;
  • A clear description of the issue;
  • Screenshots, if available;
  • Your device model and destination country.

Requests without enough information may be delayed until we receive the details needed to investigate.

8. Refund Method and Timing

If a refund is approved:

  • The refund will be sent to the original payment method used for the purchase;
  • Please allow 5 to 10 business days for the refund to appear, depending on your payment provider or bank;
  • Any currency conversion fees, bank charges, or third-party transaction fees may be non-refundable unless required by law.

9. Partial Refunds

In some cases, where only part of the service was affected, we may offer a partial refund, store credit, replacement eSIM, or another reasonable solution instead of a full refund.

10. Chargebacks

If you experience any issue, please contact us first so we can try to resolve it quickly.

If a customer opens a chargeback for a service that was properly delivered and functional, we reserve the right to provide all relevant order, delivery, and usage evidence to the payment provider and to suspend future service pending the outcome of the dispute.

11. Consumer Rights

Nothing in this Refund Policy is intended to limit or exclude any mandatory rights you may have under applicable consumer protection law.

12. Policy Updates

We may update this Refund Policy from time to time. Any changes will be posted on this page with a revised effective date.

13. Contact Us

If you have any questions about this Refund Policy, please contact:

STRONGESIM LLC
169 Madison Ave STE 11534 Unit 266
New York, NY 10016
United States
Email: info@strongesim.com
Website: https://strongesim.com