Refund policy

KOVITEL DIGITAL PRODUCT POLICY: 

1. Strict No-Refund Policy Because Kovitel eSIMs are digitally delivered, one-time-use telecommunications products, we do not offer refunds, returns, or cancellations under any circumstances once the order has been processed and the eSIM QR code has been issued. All sales are strictly final.

2. Customer Responsibilities We provide comprehensive device compatibility guides and highly detailed product descriptions on our website. Prior to completing a purchase, it is the sole responsibility of the customer to ensure that:

  • Device Compatibility: Your specific smartphone or tablet is carrier-unlocked and fully supports eSIM technology. Refunds will not be granted if you purchase an eSIM for an incompatible or locked device.
  • Purchase Accuracy: You have thoroughly reviewed the data plan details (validity, data amount, network). Refunds will not be issued for "change of mind," incorrect plan selections, or unused data.

3. Defective QR Code: Replacement Policy The only exception to our strict no-refund policy is in the rare event of a system error where the delivered eSIM QR code is technically defective (i.e., the code is invalid and completely fails to scan).

In this scenario, we do not offer a refund; we will solely issue a replacement eSIM QR code.

To request a replacement for a defective QR code, you must:

  1. Contact our support team at admin@kovitel.com.
  2. Include your Order ID and the email address used for the purchase.
  3. Provide a clear screenshot or screen recording of the specific error message displayed on your device when attempting to scan the QR code.
  4. Note: Our technical team will verify the QR code status. A replacement will only be issued if the system confirms the code is defective and has never been activated. (It takes about 12h)

4. Non-Replaceable & Non-Refundable Scenarios For absolute clarity, we will not issue refunds or replacement QR codes in the following situations:

  • Accidental Deletion: The customer accidentally deletes, removes, or resets the eSIM profile from their device settings after installation (eSIM QR codes can only be scanned once and cannot be recovered if deleted).
  • Already Activated: The eSIM QR code has already been successfully scanned and installed on any device.
  • Network Coverage: Issues related to slow speeds or poor network signal in specific geographic or remote areas, as local cellular coverage is beyond our direct control.
  • Device Issues: Failure to connect due to the device's operating system errors, third-party software interference, or incorrect APN settings configured by the user.