Undelivered orders can be refunded; delivered orders cannot. A top-up or a PIN cannot be taken back once it has gone out, so please check the number, the country/region and the denomination before you order.
How the money comes back, and whether a fee is deducted, depends on how you paid — see “By payment method” below.
Not yet delivered: refundable.
Already delivered: not refundable. A direct top-up has already reached the number, and a PIN has already been sent to your email; neither can be recalled.
A failed top-up or an unusable PIN does not count as “delivered” — contact our live support and we will sort it out.
Not yet shipped: refundable.
Already shipped: not refundable.
If the card does not work: you can post it back to us for testing.
- The test confirms a fault — refundable;
- The test finds no fault — a handling fee of CNY 100 per card applies and we post the card back to you.
Not refundable once delivered.
An eSIM QR code can only be scanned once. After that it cannot be used again and we cannot issue a replacement. Please confirm that your device supports eSIM before ordering.
All three payment methods are refunded to the original source — back to the account you paid from. We cannot redirect a refund to a different account or to someone else.
Alipay online — full refund, returned to your Alipay account, no fee deducted.
QR payment (Alipay QR / WeChat QR) — returned to the Alipay or WeChat account you paid from, less a 6% handling fee.
USDT and other crypto — returned only to the USDT address you paid from; we cannot refund to any other address. A fee of about 5 USDT is deducted.
Open “My orders” and find the order: eligible orders show a “Request refund” button. If there is no button, contact live support and give them the order number.
Refunds always go back to the account you paid from, so there is no need to supply any other payout details. USDT payments are returned to the address you paid from.
