Refund Policy
General Information
SmartCell prioritizes customer satisfaction. This policy defines the refund process and conditions.
Refund Conditions
Refunds are possible in the following cases:
- eSIM has not been activated
- Service cannot be provided due to technical issues
- Wrong product was purchased
- Service is not as described
Refund Period
Refund requests:
- Must be made within 14 days of purchase
- No refunds after eSIM activation
- No refunds for used packages
- Different terms may apply for special discounts and campaigns
Refund Process
To request a refund:
- Contact customer service
- Provide order number and reason
- Request will be evaluated (1-3 business days)
- Payment will be refunded after approval (5-10 business days)
Non-Refundable Cases
No refunds in the following cases:
- eSIM has already been activated
- Data package usage has started
- 14-day period has expired
- Service not working due to user error
- Device incompatibility
Partial Refunds
Partial refunds may be possible in some cases:
- Service quality issues
- Technical difficulties
- Network coverage problems
Partial refund amount is determined individually for each case.
Payment Methods
Refunds are:
- Returned to original payment method
- Bank card within 5-10 business days
- E-wallet within 3-5 business days
- Other methods within 7-14 business days
Special Cases
Different terms apply for the following special cases:
- Corporate orders
- Bulk purchases
- Purchases with promo codes
- Gift cards
Contact
If you have questions about refunds:
Email: [email protected]
Phone: +994 XX XXX XX XX
Business hours: Monday - Friday, 09:00 - 18:00