Refund Policy

This policy explains when we refund an eSIM purchased from ArivalSIM, and why some situations cannot be refunded. We have tried to state the limits plainly rather than bury them.

The one thing to understand before you buy

An eSIM profile can be installed on a phone only once. Once the profile has been downloaded to a device, it cannot be recovered, moved to another phone, or reissued — including if you delete it from your phone by mistake. This is a limitation of the eSIM standard itself, not a policy we chose.

For that reason, the moment of installation is the line that separates a refundable order from a non-refundable one.

We refund in full

• We failed to deliver. If we take your payment but cannot issue a working eSIM, we refund the full amount. You do not need to ask.
• You have not installed it yet. If the eSIM has not been downloaded to any device, contact us within 30 days of purchase and we will cancel it and refund you in full.
• The eSIM does not work in the destination and we cannot fix it. If the profile installs but cannot connect to any supported network, and our support cannot resolve it, we refund you.
• You were charged twice for the same order. We refund the duplicate immediately.

We cannot refund

• An eSIM that has been installed on a device. See the section above — the profile is consumed at install and cannot be returned to stock.
• Data you have already used. Partially used plans are not refunded pro rata.
• A plan that expired before you travelled. Validity periods are shown on every plan page before purchase.
• A phone that does not support eSIM, or is locked to a carrier. Every plan page tells you to dial *#06# and check for an EID line before buying. Please check before you pay, not after.
• Deleting the eSIM from your phone. A deleted profile cannot be reinstalled.

Coverage and speed

We resell capacity on mobile networks operated by third parties. Coverage, speed and availability depend on those networks and on your location and device. We do not guarantee a particular speed. Where a plan is subject to a fair-use policy or a speed reduction after a data threshold, we state that on the plan page.

If you paid partly with store credit

A refund returns the money to the card you paid with, and the store credit back to your balance. An order of ten dollars paid with eight in cash and two in credit comes back as eight to the card and two to the balance, not as ten to the card. Returned credit is valid for six months from the day we return it.

Credit that the refunded order itself earned is cancelled, since the order no longer stands.

How to request a refund

Email info@arivalsim.com with the email address used for the order and the ICCID shown on your delivery page. We aim to answer within one business day.

Approved refunds go back to the original payment method. Your bank usually takes 5–10 business days to show the money.

Your statutory rights

Nothing in this policy limits rights you have under the consumer law that applies to you. Where you have a statutory right to cancel that is broader than this policy, that right applies.

Note for customers in the EU and UK: digital content supplied immediately is normally exempt from the 14-day right of withdrawal once supply has begun with your express consent. We ask for that consent at checkout, and delivery begins right after payment.

Contact

Rich Honour Industrial Limited, Unit 308, 3/F., Chevalier House, 45-51 Chatham Road South, Tsim Sha Tsui, Hong Kong, registered in Hong Kong SAR. Email info@arivalsim.com.