Refund policy

This policy explains when we refund an eSIM bought on yuzusim.com from LuKas Holdings sp. z o.o. It is part of our Terms of sale.

At a glance

Situation	Refund
The eSIM does not work at the destination it was sold for (it cannot be installed or does not connect), and we cannot fix it	Full refund
Payment taken but the eSIM not delivered within 2 business days	Full refund
We cancel the order before delivery	Full refund
Charged twice for the same order	Full refund of the duplicate charge
The eSIM works, whether or not it has been installed	No refund
Change of plans or trip cancelled	No refund
Phone turns out to be incompatible or locked to a carrier	No refund
Part or all of the data allowance has been used	No refund
The eSIM was deleted from the phone after installation	No refund

Our commercial refund commitment

An eSIM is delivered the moment its QR code is shown on your order page or sent to you by email, and it cannot be resold after that. Our commercial refund commitment covers an eSIM that does not work, non-delivery, cancellation by us and mistaken charges. The exclusions in the table concern discretionary refunds only; they do not override statutory withdrawal rights or remedies for a faulty or misdescribed service. Please check before you buy that your phone supports eSIM and is not locked to a carrier, and read the plan listing for the supported network, data allowance and validity. Validity starts when the eSIM first connects to a supported network, not when you install it.

When the eSIM does not work

If the eSIM cannot be installed, or is installed but does not connect to a network at the destination it was sold for:

1. Write to [email protected], or use our contact form, while you are at that destination and within the plan’s validity.
2. Include your order number, your phone model and screenshots of your mobile network settings.
3. We work on the problem with you and our distributor. If the eSIM cannot be made to work, we refund the full price. We do not reduce this full-refund commitment by deducting days of partial service.

These are not faults of the eSIM: a phone that does not support eSIM or is locked to a carrier; mobile data, data roaming or the eSIM line switched off in the phone settings; weak coverage in remote areas or inside buildings; the network’s normal speed limits after an allowance is used up; and websites or apps that cannot be reached because of local rules, as the plan page explains, such as some foreign services on local networks in mainland China.

How to ask for a refund

Email [email protected], or use our contact form, with:

• your order number, or the email address you paid with and the date of payment;
• the reason for the refund.

We reply within 14 days and confirm our decision by email. Approved refunds go back to the original payment method within 5 business days. Your bank may need another 5 to 10 business days to show the money.

Right of withdrawal

EU consumers generally have 14 days from the conclusion of a distance service contract to withdraw. Requesting immediate eSIM delivery does not automatically remove that right when a QR code is sent. Any lawful exception or proportionate charge for services already supplied depends on the requirements applicable to the contract. Section 6 of our Terms of sale explains this.

To withdraw, email [email protected] or use our contact form with a clear statement of withdrawal, your order number and purchase email. For example: “I withdraw from my YuzuSIM order [order number], purchased on [date], using [email].” Valid statutory withdrawals are reimbursed without undue delay and within 14 days, using the original payment method.

Nothing in this policy limits statutory consumer rights, including remedies for a service that does not conform to the contract. Those rights take precedence over the discretionary exclusions above.

Payment disputes

Please write to us before disputing a payment with your bank. Most problems are solved faster by email, while a bank dispute can take weeks.