You have the right to ask for a refund or an eSIM replacement if the eSIM cannot be installed and used due to a technical problem from Telekonek. All requests must be made within 5 days of purchase and are subject to validation by our technical team.
What's covered
A refund or a replacement eSIM, where the eSIM cannot be installed or used because of a technical problem on our side.
If you're having trouble connecting, contact us before anything else — most issues turn out to be a network or APN setting, and a working eSIM gets you back online faster than a refund would.
What's not covered
- eSIMs that have been installed, or that have used data.
- A different country or region than the one needed.
- Devices that are carrier-locked or don't support eSIM.
- Changed or cancelled travel plans.
- Voice calling or SMS — our plans are data-only.
- Requests made more than 5 days after purchase.
- Plans that have passed their end date.
How to request
Email us with your order number. We check it and come back to you as soon as we can. Approved refunds go back to your original payment method — your bank usually takes 3–5 business days to show it.
What about top-up refunds?
Top-ups follow the same rule as any other purchase: as long as no data has been used, we can look at refunding it. Once data has been used on the top-up, it can't be refunded.