1. How to request a refund
Email admin@zelbro.com or use Support within 14 days of purchase unless mandatory law allows longer. Include your order ID, account email, destination, device model, screenshots or error details, and troubleshooting already attempted. Do not delete the eSIM while we investigate unless Support instructs you to do so.
2. Failed or pending delivery
A temporary “Preparing” or “Pending” status is not a failed delivery and we will continue reasonable fulfillment attempts. If Zelbro determines that an eSIM or paid top-up cannot be supplied after successful payment, you may choose a replacement of equivalent value or a full refund for the undelivered item. We will notify you; please contact Support if the status has not changed within 24 hours. Do not buy a duplicate while an order is pending.
3. Uninstalled and unused eSIM
You may request a refund within 14 days if the eSIM has not been installed, activated, connected to a network or used, and no top-up or benefit has been consumed. Eligibility is verified against provider records. Issuance of a QR or activation code alone does not remove mandatory rights, but the right may end once immediate digital performance begins with your express consent as described below.
4. Activated, installed or consumed plans
Except where mandatory law requires otherwise or a verified service defect makes the plan unusable, an eSIM that has been installed, activated, connected or consumed data is not refundable because the digital service has been supplied and cannot be returned. Partial use, changed travel plans, accidental activation, failure to use the plan before expiry, or purchasing the wrong destination, dates or data amount are not normally refundable.
5. Verified service defects
Contact Support promptly while you are at the destination and allow reasonable troubleshooting. If the compatible, unlocked device is correctly configured in a covered area but the plan cannot connect due to a verified provider defect, we may provide a fix, replacement, proportional refund for unusable service, or full refund where required by law. Temporary congestion, variable speed, loss of 5G where another advertised network is available, or isolated coverage gaps do not by themselves establish a defect.
6. Device and network limitations
Before purchase, verify eSIM support, carrier-unlocked status and regional model restrictions. The compatibility checker is guidance only. No refund is normally available for an incompatible or locked device, incorrect installation, deletion after installation, disabled data roaming, unsupported destination, or failure to follow instructions. Coverage and speeds vary for reasons explained in the Terms, without affecting remedies for a service that fails to conform to mandatory law.
7. EU/UK and other mandatory rights
EU and UK consumers generally have a 14-day withdrawal period for distance contracts. At checkout, where applicable, you expressly request immediate digital supply and acknowledge that your withdrawal right may be lost once performance begins or the digital content is supplied. If you do not provide that consent, we may delay fulfillment until the withdrawal period ends. Nothing in this Policy excludes statutory rights for faulty or non-conforming digital content, or any other non-waivable right in your country or state.
8. Exclusions and abuse
We may deny requests involving consumed data, expired plans, duplicate refunds, false information, policy abuse, self-inflicted installation errors, unauthorized resale, fraud or a chargeback already opened for the same transaction, except where law requires otherwise. Promotional or group discounts do not reduce statutory rights; any refund is limited to the amount actually paid for the affected item. Bundle orders are assessed per eSIM.
9. Refund method and timing
Approved refunds are initiated to the original payment method, generally within 5–10 business days after approval. Your bank or card issuer controls when the credit appears and may take longer. We do not refund bank, foreign-exchange or card-issuer fees we did not charge. Partner commission linked to a refunded, reversed or charged-back sale may be reversed.
10. Contact
Refund requests and questions: admin@zelbro.com · +1 (307) 220-2136 · Zelbro Digital LLC, 1021 E Lincolnway 10462, Cheyenne, WY 82001, USA.
Questions about this policy?
admin@zelbro.com · +1 (307) 220-2136