Seller and website operator: AplasTech L.P., Kosta Varnali 11, 57500 Thermi, Greece. Greek tax number (AFM): 803420954. General Commercial Registry (GEMI): 196570906000. Store: e-sim.gr. Customer support, privacy requests and cancellation notices: support@e-sim.gr or the postal address above. You can also use our contact page.
1. Digital supply, no physical return
This policy concerns eSIM profiles and mobile-data packages sold by e-sim.gr. There is no physical SIM to return and no return-shipping charge. It complements the Terms and Conditions and does not exclude mandatory consumer rights.
2. Before delivery and duplicate orders
If you selected the wrong destination or quantity, contact support immediately with the order reference. We will try to stop supply where still possible. A pending or failed payment is not proof of a completed order. If you believe you paid twice, send both references so we can check payment and provisioning; do not make another purchase to resolve a delivery delay.
3. Fourteen-day consumer withdrawal
Where the statutory distance-contract right applies, consumers may notify withdrawal within 14 days of contract conclusion without giving a reason. Send a clear statement to support@e-sim.gr or the postal address above before the deadline. Include name, order reference, purchase date and account/order email so we can identify the supply. The optional form below is not compulsory; any clear notice is sufficient. We will not treat digital delivery or installation alone as an automatic waiver.
4. Immediate performance and use
If the law permits withdrawal rights to end for fully performed services or digital content, the relevant prior express request/consent, acknowledgement of loss and required contract confirmation must actually have been obtained. Acceptance of general terms alone is not a substitute. If you validly request service to start during the withdrawal period and later withdraw, any proportionate charge for service actually supplied will be made only where the legal conditions permit. An unused plan within an applicable withdrawal right is not refused merely because the supplier calls it non-refundable.
5. Non-delivery, faulty service and incompatibility
If a paid eSIM is not delivered or fails to conform to the agreed plan, contact us with details. We will investigate and provide the applicable remedy, such as correct supply, correction, a proportionate price reduction or termination/refund where the legal requirements are met. Provider restrictions do not remove your rights against us. A device or destination mistake may affect a discretionary refund outside statutory rights, but does not create a blanket exclusion of lawful remedies. Please check compatibility before purchase.
6. After the withdrawal period
Outside mandatory rights, requests concerning unused or unactivated plans are reviewed according to the facts and whether the supply can be cancelled. We cannot promise a discretionary refund for consumed, expired or irreversibly supplied service. This does not limit remedies for non-conformity or any other mandatory right. Do not delete an eSIM profile or share its activation data while a request is being investigated.
7. Refund method and timing
For a valid statutory withdrawal, amounts due are reimbursed without undue delay and no later than 14 days after we are informed, subject only to lawful exceptions. Other refunds follow the applicable legal remedy and are processed without undue delay once their amount is determined. We normally use the original payment method unless you expressly agree otherwise without extra cost. Bank or payment-provider posting time can follow our processing. No administrative cancellation fee is imposed for exercising a statutory right.
8. Information and complaints
Use support@e-sim.gr with the order reference, affected country, device model and a brief description. Screenshots can help, but mask QR/LPA secrets and payment credentials. We may request necessary information to verify an issue and will explain our decision. This does not extend statutory deadlines or require you to surrender your legal rights. You may escalate a dispute to a competent consumer authority or eligible dispute-resolution body.
9. Optional withdrawal form
To AplasTech L.P., Kosta Varnali 11, 57500 Thermi, Greece; support@e-sim.gr. I/we notify withdrawal from the contract for the following eSIM/data package: [description and order reference]. Ordered on: [date]. Customer name: [name]. Order email: [email]. Notice date: [date]. Signature: [only if sent on paper].