Refunds Policy

If you're not happy with your eSIM experience, please let us know! 

Our eSIMs usually work without a glitch, but if you experience connection issues we can provide a full or partial refund.

Some conditions do apply so make sure to review our terms below.

These cancellation and return terms apply to all purchases made through the online store signalmart.com without exception. 

Once you buy your eSIM you will receive a confirmation email with the QR code. Once sent, we cannot recover the eSIM nor prevent its use. Therefore, you can request a refund under the following circumstances:

  • Compatibility Issues: You purchased the eSIM without checking its compatibility with your device.
  • Trip Cancellations: You canceled your trip or no longer need the eSIM.
  • Connection Issues: If you experience connection issues, we can provide you with a full or partial refund.

Refund Conditions:

1. Compatibility Issues:

If you purchased the eSIM without checking its compatibility with your device, a refund can be issued if you meet the following conditions:

    • The QR code has not been scanned.
    • No data from the plan has been used.
    • The eSIM was purchased within the last 6 months.
    • You provide screenshots and necessary information to verify incompatibility or device locking.

2. Trip Cancellations:

If you canceled your trip or no longer need the eSIM, a full refund can be issued if you meet the following requirements:

    • The eSIM was purchased from the Signalmart website.
    • The eSIM has not been activated.
    • If the eSIM has been activated or used, we will analyze your specific situation to provide a better solution.
    • The purchase was made within the last 6 months.

3. Connection Issues: 

    • If your eSIM does not work due to a problem with Signalmart or the connection provider, we can provide a full or partial refund.
    • Before processing a refund, please:
      • Contact our support team at support@signalmart.net to report the connection issue.
      • Provide information and screenshots to help our team identify the problem.
    • If the connection problem cannot be resolved, Signalmart will reimburse your order.
    • If the eSIM never connected to the internet, we can offer a full refund. If the eSIM stopped working or only worked temporarily, we can provide a partial refund for the days you were without an internet connection, discounting the days you had a connection.

4. Non-Refundable Situations:

    • No Communication: Refunds will not be accepted if you encounter a usage issue and request a refund without any communication or reason.
    • Expiration of Data Packages: Each data package has a validity period. After the validity period, any remaining data will not be refunded in any form.
    • Compensation: We do not provide refunds or compensation for costs incurred from backup phones, backup SIM cards, backup providers, hotel phones, or other charges not directly related to the customer's Signalmart eSIM account.
    • Fraudulent Purchases: If there is evidence of abuse, violation of our terms and conditions, or any fraudulent activity related to the use of Signalmart products and services, Signalmart reserves the right to deny any form of refund.
    • Unauthorized Purchases: Before processing any refunds, cases will be subject to investigation and approval. Signalmart reserves the right to suspend any account related to fraudulent activities.
    • Billing Errors: If the customer reasonably and in good faith disputes an invoice or part of an invoice, the customer shall notify Signalmart of such dispute within 7 days of receipt of the invoice, detailing the reasons for the incorrect amount and, if possible, the amount the customer believes should be paid.
    • Other Reasons: If the refund request does not fall within the above categories, we will investigate the request on a case-by-case basis. If the refund is approved, a processing fee may be charged. The maximum refund amount the customer can apply for must be equal to or less than the total amount paid.

How to Request a Refund:

  • Contact us at support@signalmart.net.
  • If you experience a connection problem with your eSIM, contact us immediately. Our team will first ensure that your eSIM is correctly configured. If the problem persists, our team will proceed with the refund process.

Refund Process:

  • Refunds will be made to the payment method used for the purchase.
  • Alternatively, we can offer credit on our store for another eSIM purchase.
  • Once the refund is approved, you will receive the money in the same account used for the payment. This process can take between 1 to 15 business days, depending on bank processing times and local public holidays.

No Cancellation Fees

For assistance, please contact us via:

  • Email: support@signalmart.net