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At BuddySIM, we want to offer you an easy and secure shopping experience. However, it may happen that you cannot or do not want to use an eSIM. We're also aware that connectivity issues, although rare, can occasionally occur. As a result, we have flexible refund policies.
This refund policy explains the conditions under which refunds are possible and the process of a refund request.
1. General requirements
Refund requests can be made when:
- you are a consumer within the meaning of § 13 BGB,
- the eSIM not activated and no data connection was built
- the refund within 14 calendar days is requested in writing from the date of purchase.
Please send your request with reasons to [email protected]. Refunds are generally made using the same payment method within 5-10 working days after approval, but no later than 30 calendar days.
2. Full refund (withdrawal)
A full refund is possible if: the eSIM has not been activated or used (no connection to the foreign network), the request within 14 days is provided, there is no misuse (e.g. multiple activations).
examples:
- Double order
- Cancelling the trip before eSIM activation
- technical incompatibility without prior use
3. Incompatible or blocked devices
When your device not compatible with eSIMs is or has been blocked by a network provider and you have not checked this in advance, we will review your refund request, provided that: no activation or data usage Is done, you a screenshot or compatibility log submit that proves the lock or incompatibility.
Note: In such cases, a Processing fee of 5 EUR be deducted as we incur non-refundable costs with every transaction. Therefore, please always check in advance at www.buddysim.com/checkwhether your device is eSIM compatible. Refund requests that do not fall under the above rules will be reviewed on a case-by-case basis. Approval is granted exclusively on a goodwill basis.
4. Refund in case of connection issues
If the eSIM was activated but due to technical problems with BuddySIM or our network partners Not working properly, can you a partial or full refund apply for.
Prerequisite:
If the problem occurs, you contact us immediately at [email protected] or via WhatsApp. You submit suitable proofs (screenshots, network errors, device info, etc.).
Important: Refunds are excluded once the fault has occurred after eSIM validity expires The eSIM is reported not according to instructions was installed, the problem is due to user error or device incompatibility.
5. Partial refund after use
BuddySIM can As a gesture of goodwill offer a partial refund when:activates the data package but Over 99% unused has remained, the service was demonstrably not provided as agreed, and there is no reason for exclusion (e.g. misuse, transfer).
The decision is made at reasonable discretion by BuddySim and is not enforceable.
6. Exclusion of refund
A refund is excluded when:activates the eSIM and Identifiably used was (consumption of data volume), the eSIM after activation Deleted from the device on your own was, the order is canceled outside the 14-day period, the device was not eSIM compatible and this was recognizable before purchase, additional costs have been incurred by third parties (e.g. roaming charges, hotel phone calls), the request for a refund baseless or abusive is done.
7. Refund amount
Only refunds will be made to Amount actually paid. If you used a discount code, the refund is based on the discounted price — not the list price.
8. Refund process
Send your request at [email protected]. Include screenshots or evidence with (e.g. device data, proof of fault). Our support team will review your case within 5 working days. The refund will be made within 30 calendar days after approval.
9. Repayment methods
The refund will be made using the same payment method that you used when ordering. If this is no longer available, we will contact you to arrange an alternative repayment.