Refund and Exchange Policy

Jeko eSIM sells digital eSIM plans, including local carrier and roaming/non-local connections, rather than physical SIM cards. After payment, a QR Code or installation information will be provided by email or in the Member Center for you to scan and install.

• Before purchase, confirm that your phone supports eSIM, is carrier-unlocked, and matches the destination and plan.
• Products identified as a local eSIM, local SIM, or local-IP native plan are governed by the “Local eSIM” terms. All other roaming or non-local connections are governed by the “Non-Local/Roaming eSIM” terms below.
• Inability to use an eSIM due to device incompatibility, a carrier lock, incorrect settings, or deletion by the user is generally not refundable. For connection issues, follow the customer-support troubleshooting process.

For plans other than local eSIMs, the following rules apply:

1. If the eSIM has not been installed, we will issue a full refund.
2. If the eSIM has been installed but not activated, we will issue a full refund.
3. If the eSIM has been activated, no refund will be issued.
4. If you experience any connection issue, contact Customer Support. We will help troubleshoot and, depending on the specific circumstances, provide a replacement eSIM or partial refund.

How to apply:

1. Members: Sign in to Member Center → My eSIMs (Orders), then select “Request a Refund” for the order or use the after-sales form.
   Non-members: First add our Official LINE Account and submit a review request. You may also email [email protected] or [email protected], or use Contact Us, and provide your order number and purchase email address.
2. Customer Support may query the API or carrier supplier for the eSIM status, including installation, activation, data usage, and connection records.
3. We issue a full refund if the eSIM is uninstalled, or installed but not activated. Activated eSIMs are generally non-refundable. Connection issues are first troubleshot, after which a replacement eSIM or partial refund may be provided as appropriate.
4. Refunds are made through the original payment method. Once the order status is updated, the order is also excluded from partner commission calculations.

Refund timing: Approved refunds generally post within 7–14 business days, depending on the card issuer. Payment processing fees (approximately 2.8%) may not be fully refundable under applicable law and payment-provider agreements; the remaining amount will be refunded to you.

Abuse and malicious conduct: If the same customer, including an identity associated with the same email address or LINE account, reaches the platform’s limit for approved refunds within the preceding 30 days, online refund requests will be temporarily disabled and the customer must request manual review through our Official LINE Account. If we determine that a person has maliciously placed and refunded repeated orders, falsely represented activation status, or used improper means to harm the platform’s interests, we may deny the refund, suspend or permanently disable the account or purchasing privileges, and reserve the right to seek compensation as permitted by law.

Local eSIMs are non-refundable and non-exchangeable after sale.

Once purchase and delivery of installation information, including a QR Code or installation code, are complete, cancellation, refund, and exchange requests will not be accepted. Before purchase, reconfirm device compatibility, destination, and plan details.

You are still welcome to contact Customer Support for troubleshooting of connection or installation issues; such assistance does not constitute a promise of a refund or exchange.

• An order with “Pending Payment” status may be canceled directly without charge.
• If payment has been completed but the QR Code has not yet been sent, which is a very brief period, contact Customer Support immediately. If the API order has not yet been placed, the order may be canceled for a full refund, whether local or non-local.
• After the QR Code has been sent, non-local/roaming plans are governed by Section 2 and local plans by Section 3.

If you purchased through a partner storefront or discount code:

• The same refund review standards apply as on the official website, regardless of purchase channel.
• Refunded orders do not earn partner commission. If commission has already been settled, it may be deducted from the next settlement (clawback).
• Partners may not promise refund terms that conflict with this policy, such as “local eSIMs are guaranteed refundable” or “activated eSIMs receive a guaranteed full refund.”

• We support electronic invoices, which are issued after payment using checkout information. See Frequently Asked Questions and Terms of Service.
• For a full refund, an issued electronic invoice will be credited or voided in accordance with tax law.
• For a partial refund, a credit note will be issued for the refunded amount.

Have your order number ready and request a refund or exchange through one of the following channels:

• Non-members: First add our Official LINE Account and submit a refund or after-sales review request.
• Jeko Customer Support: [email protected]
• BlueLink Digital Enterprise: [email protected]
• Suggested subject line: [eSIM Refund Request] Order No. XXXXX
• Support hours: Monday–Friday, 10:00–18:00 (excluding national holidays; for urgent cases, include your departure date).

This policy forms part of the Terms of Service. In the event of any discrepancy, the most recently published Terms and this policy prevail.