Refund Policy

At MerrSim, we strive to provide high-quality eSIM services. This Refund Policy outlines the circumstances under which refunds may be issued for our digital products.

eSIM products are digital goods that are delivered instantly upon purchase. Due to the instant delivery and digital nature of these products, our refund policy is more restrictive than for physical goods. Once the eSIM QR code has been delivered or viewed, it cannot be "returned" in the traditional sense.

You may be eligible for a refund in the following situations:

• Technical Failure: If our system fails to deliver the eSIM QR code to your email or account dashboard
• Incorrect Product: If you receive a different package or destination than what you ordered
• Defective eSIM: If the eSIM cannot be activated due to a technical error on our end (not network or device issues)
• Duplicate Charge: If you were charged multiple times for the same order

Refunds will NOT be issued in the following situations:

• Changed Mind: Once the QR code has been delivered or viewed, you cannot request a refund simply because you changed your mind
• Incompatible Device: Your device is not eSIM-compatible (customers must verify compatibility before purchase)
• Used eSIM: Once an eSIM has been activated, installed, or used, no refund is possible
• Wrong Country: You purchased an eSIM for the wrong country or region (please verify your destination before purchase)
• Network Locked Device: Your device is carrier-locked and cannot accept eSIM profiles from other providers
• QR Code Viewed: Once you have accessed or downloaded the eSIM QR code, the product is considered delivered

Refund requests must be submitted within 24 hours of purchase. After this period, refund requests will not be considered unless there is a technical failure on our part.

To request a refund, please follow these steps:

1. Contact our support team via email with your order number
2. Provide detailed information about the issue you experienced
3. Our team will review your request and verify the issue (usually within 24-48 hours)
4. If approved, refunds are processed within 5-7 business days back to your original payment method

Partial refunds may be considered in the following situations:

• Multiple eSIMs: If you purchased multiple eSIMs in one order and only some were used, a partial refund may be issued for the unused ones
• Pro-Rata Refund: For unused data allowance at the company's sole discretion on a case-by-case basis

Once a refund is approved, it will be processed within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment provider and may take an additional 3-10 business days.

In rare cases of technical issues affecting multiple customers or system-wide problems, we may issue refunds or credits at our discretion even outside the standard policy terms.

For any refund inquiries or to submit a refund request, please contact our support team at [email protected]