Refund policy

If the eSIM has not been installed on a device and its validity period has not started, we will refund it in full within 30 days of purchase. Just write to us with your order reference.

We will also refund in full where an eSIM could not be delivered, where the profile turned out to be faulty, or where the destination's network could not provide service for reasons on our side of the arrangement.

Once a profile has been downloaded onto a device it is spent: it cannot be installed again, moved, or issued to another customer, so there is nothing to return. The same applies once the plan has started consuming its validity period or its data.

We also cannot refund unused data at the end of a plan, or a plan bought for a device that turns out not to support eSIM — please check compatibility before buying, and ask us if you are unsure.

This is not a refund request, it is a fault, and it is handled differently. Contact us with your order reference and what you are seeing. Most problems are one of three settings and are solved in a couple of messages.

If the profile really is faulty we will replace it or refund it, whichever you prefer, regardless of whether it has been installed.

Consumers in the EU and UK normally have a 14-day right to withdraw from a distance purchase. Digital content supplied immediately is an exception where the customer has agreed to immediate supply and acknowledged losing that right — which is what you confirm at checkout when you buy an eSIM for instant delivery.

Nothing in this policy limits rights you have by law where those cannot be excluded.

Write to support@kqord.com or use the contact form with your order reference. We aim to answer within one working day, and approved refunds go back to the original payment method within five to ten working days depending on your bank.