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

Return Window
Customers must contact AloOui Support within 3 days of purchase to request a refund to the original payment method, or within 30 days of purchase to request store credit.

Due to the nature of digital eSIM products, returns are not accepted once the eSIM has been delivered or activated. Digital eSIMs cannot be physically returned, resold, or reused. As eSIMs are digital products, returns are not applicable. Refunds or store credit may be considered only under the conditions described below.

Refund Eligibility

Refunds are available only in cases where the eSIM cannot be activated due to a verified technical issue on our side.

To be eligible for a refund to the original payment method, customers must contact AloOui Support within 3 days of purchase. To request store credit, customers must contact AloOui Support within 30 days of purchase. Customers must provide relevant proof such as screenshots or error messages. Our technical team will review each case carefully before making a decision.

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 10 business days. In most cases, issues are resolved sooner. Customers will be kept informed of the investigation status during this period.

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 or a refund, 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. Eligibility for refunds to the original payment method or store credit is also subject to the applicable request timeframes outlined in this 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 applicable 3-day refund window or 30-day store credit window

Store Credit Policy

If a refund is approved, it will be issued as store credit, unless a refund to the original payment method is required by applicable law.

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

Social Media
Message us on the official AloOui Facebook page here

We aim to review and resolve refund requests within 2 to 10 business days.

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

Complaints and Resolution

We acknowledge all complaints within 2 business days and aim to resolve them within 10 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.