Return & Refund Policy

At AloOui, we are committed to delivering reliable and high-quality eSIM services for global travelers. As our products are fully digital, please read the following policy carefully.

Returns

As eSIMs are digital products that are delivered instantly by email, they cannot be physically returned, resold, or reused. Returns are not applicable. Refunds or store credit may be considered only under the conditions described below.

Refund Eligibility

Refund to Original Payment Method

Customers are eligible for a refund to their original payment method if all of the following conditions are met:

• The request is submitted within 30 days of purchase
• The eSIM has not been activated or used
• The issue is caused by a verified technical fault on AloOui's side that prevents the eSIM from being activated

Store Credit

Customers are eligible for store credit if all of the following conditions are met:

• The request is submitted within 30 days of purchase
• A verified technical fault on AloOui's side is confirmed, even if the eSIM was already activated
• Store credit does not expire and can be used on any future AloOui purchase

Refund Review and Technical Investigation

If you experience an issue with your eSIM, a refund cannot be issued before a technical investigation is completed.

All reported issues must be submitted through an official support ticket and reviewed by our Technical Support Team. This process includes verification of eSIM installation status, activation attempts, device compatibility, network availability, and usage records.

The technical investigation may take up to 5 business days. In most cases, issues are resolved sooner. If we are unable to resolve the issue within 5 business days, we will provide a status update and an estimated resolution time. Customers will be kept informed throughout the process.

If the Technical Support Team confirms a technical fault directly attributable to our service that prevents the eSIM from functioning as intended, we will provide an appropriate resolution, which may include a replacement eSIM, store credit, or a refund to the original payment method, at our discretion.

If the investigation confirms that the eSIM was successfully delivered, correctly provisioned, or that the issue results from device incompatibility, incorrect installation, user configuration, network conditions, or other external factors beyond our control, the eSIM will be considered used and no refund will be issued.

Refund requests submitted before the completion of the technical investigation will not be accepted.

By purchasing an eSIM, the customer acknowledges and agrees to this investigation and refund policy.

Non-Refundable Situations

Refunds are not available in the following situations:

• Change of mind or incorrect purchase
• Incompatible or carrier-locked devices
• Partial or full data usage
• Failure to check device compatibility before purchase
• Requests submitted outside the 30-day window

Store Credit Policy

Store credit:

• Can be used for any future AloOui purchase
• Does not expire
• Is issued for the full approved amount

If an eSIM cannot be used due to device incompatibility and the request is submitted within 30 days of purchase, store credit may be provided at AloOui's discretion.

How to Request a Refund

To request a refund or store credit, please submit a support request with your order number through one of the following channels:

• Live Chat — Use the chat bubble on alooui.com
• Support Request — Submit a request through AloOui Support

We aim to review and resolve refund requests within 2 to 5 business days.

Complaints and Resolution

We acknowledge all complaints within 2 business days and aim to resolve them within 5 business days. If additional time is required, we will keep you informed throughout the process.

If you are not satisfied with the resolution, you may escalate your request by selecting a higher urgency level when submitting your support ticket.

This policy applies to all AloOui digital eSIM products sold worldwide.