Refund policy

RETURN AND REFUND POLICY

We are committed to providing you with the best connectivity experience during your trip to Vietnam. However, due to the unique nature of eSIMs as digital products, our return and refund policies are strictly enforced as follows:

1. FULL REFUND ELIGIBILITY (100% REFUND)

You are eligible for a full refund to your original payment method under the following conditions:

  • Unactivated eSIM: The eSIM QR code has never been scanned or installed on any device, and the refund request is submitted within 30 days of purchase.

  • Incompatible or Carrier-Locked Device: You realize your device does not support eSIM technology or is carrier-locked before scanning the QR code.

  • Technical Network Issues: The eSIM fails to connect to the network or provide internet access due to an error from the telecommunications provider (Viettel). Mandatory Condition: You must contact our Customer Support team while you are still in Vietnam so our technical team can verify and troubleshoot the issue.

  • Statutory Right to Cancel (For EU/UK/Canada Customers): In accordance with Paddle's Buyer Terms, you have the statutory right to cancel your digital order within 14 days of purchase (or 7 days for specific regions) and receive a full refund, provided that the eSIM QR code has NOT been scanned, downloaded, or activated. Once the QR code is scanned and the data plan is installed on your device, you explicitly waive your right to cancel as the digital product is deemed consumed. (Note: Our store proudly extends this unused-eSIM refund window to 30 days for all customers).

2. NON-REFUNDABLE CASES

We cannot process a refund if your situation falls under any of the following:

  • QR Code Scanned Successfully: Once the eSIM QR code has been scanned and installed on your device, the product is considered "used" and cannot be recovered or reassigned.

  • Data Usage Incurred: The network system records that the eSIM has been activated and data or minutes have been consumed.

  • Accidental Deletion of eSIM: The eSIM QR code can only be scanned and installed ONCE. If you manually remove or delete the eSIM profile (Data Plan) from your phone after installation, we cannot issue a replacement or a refund.

  • Device Issues (Post-Scan): You scanned the QR code, but your device is incompatible or carrier-locked. (It is the buyer's responsibility to check device compatibility before scanning).

  • Delayed Reporting: You report that the eSIM did not work after you have already left Vietnam, without having contacted our Customer Support team during your stay.

3. HOW TO REQUEST A REFUND

  • Step 1: Send a refund request to kovitel@comniversal.com or contact us via https://kovitel.com/en-vn/pages/contact

  • Step 2: Provide mandatory information, including: Order Number, the type of eSIM purchased, and a detailed description of the issue (please attach screenshots of the network error or device settings if applicable).

  • Step 3: Our technical team will cross-check the eSIM status directly with the network provider's system. This verification process takes 2-5 business days.

  • Step 4: Our store partners with Paddle.com as our official Merchant of Record. If your refund request is approved by our technical team, we will initiate the refund through Paddle. Paddle will automatically process the refund to your original payment method (e.g., Credit Card, Apple Pay, PayPal) in accordance with Paddle's Buyer Terms and Conditions. Please allow up to 5-10 business days for the funds to appear in your account.