Refund policy

KOVITEL REFUND & RETURN POLICY

1. Conditions for Refund Because an eSIM is a digital product containing a unique, one-time-use QR code, refunds are only granted under the following specific conditions:

  • The eSIM QR code has NOT been scanned, installed, or activated on any device.

  • Your device is not compatible with eSIM technology, provided that the QR code remains strictly unused. (Note: We strongly advise checking your device's eSIM compatibility prior to purchase).

  • There is a confirmed technical failure on Kovitel's network side that completely prevents internet connection, and our technical support team is unable to resolve the issue after troubleshooting.

2. Non-Refundable Scenarios We cannot issue refunds or replacements in the following situations:

  • The eSIM QR code has already been scanned and activated on a device.

  • The customer simply changes their mind after the QR code has been delivered.

  • The customer accidentally deletes or removes the eSIM profile from their device settings after installation (eSIM profiles generally cannot be scanned twice).

  • Issues related to poor network coverage in specific remote areas, as local signal strength is beyond our direct control.

3. Refund Process & Timeline

  • All refund requests must be submitted within [7 - 14 days] from the original purchase date.

  • Once a refund request is received and the non-activation status of the eSIM is verified by our system, approved refunds will be processed.

  • The credited amount will automatically be applied to your original method of payment within [5 - 10 business days], depending on your bank or credit card issuer.

4. How to Request a Refund To initiate a refund, please contact our support team at Kovitel@commniversal.com . Please include your Order ID, the email address used for the purchase, and a brief description of the issue or the reason for your request.