Refund policy

We are committed to ensuring you have a positive experience with your WaveConnect data SIM or eSIM.

30-Day Refund Guarantee

We offer a 30-day refund guarantee on all purchases, which means you have 30 days after receiving your item (or activation email for an eSIM) to request a full refund.

We do not require physical returns. Due to the low value and nature of our product (data SIM cards and eSIMs), you do not need to return the item to receive a refund.

Your item is eligible for a refund under the guarantee if:

  1. The data included with the SIM card or eSIM has not been used.

  2. The SIM card or eSIM is faulty or will not work with your compatible device due to a genuine technical issue.

Conditions for Technical Issues: For refund requests based on the item being faulty or incompatible (point 2), you must first contact our support team via email at team@waveconnect.co or the chat module on our website and work with us to attempt to resolve the issue. If the issue cannot be resolved after reasonable troubleshooting steps, we will proceed with the refund or a free replacement.

How to Start a Refund Request

To start a refund request, please contact us via email at team@waveconnect.co or use the chat module on our website with the following information:

  • Your order number or proof of purchase.
  • A brief description of the issue (e.g., "Data unused," "SIM is faulty," or "Won't work with my device").
  • Any relevant technical details (e.g., device model, error message).
  • We require the full SIM ID (the 19-digit number starting with '89') to be provided. This is necessary to identify and suspend the service (for both physical SIM cards and eSIMs) before processing your refund or replacement.

We will review your request and typically respond within 1–2 business days.

Damages and Issues

Please inspect your order upon reception and contact us immediately via email or chat if a physical SIM is damaged or if there is an issue with your eSIM activation. We will evaluate the issue and, if the item is confirmed as faulty, we will either provide a replacement free of charge or process a refund, so that we can make it right.

Exceptions / Non-Refundable Items

The following items are not eligible for a refund:

  • SIM cards or eSIMs where the included data has been used (in whole or in part). The guarantee applies only if the data remains unused or if the issue is a genuine, unresolvable fault preventing its use (as verified by our support team).
  • Unfortunately, we cannot accept refunds on sale items or gift cards.

Exchanges

We do not offer direct exchanges for items that are not faulty (e.g., changing your mind about the plan). The fastest way to ensure you get what you want is to request a refund for the item you have, and once the refund is approved, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped or an eSIM is provided into the European Union, you have the right to cancel or request a refund for your order within 14 days, for any reason and without a justification, provided the data included with the SIM card or eSIM has not been used. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and reviewed your request, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your refund, please contact us at team@waveconnect.co.