SONET

Refund & Return Policy

Last updated: 9th December 2025

for eSIM / Data Plans

1. Eligibility for Refunds / Returns

We only offer refunds if the eSIM/data plan has not been delivered, activated or used.

  • Once the eSIM activation details (QR code or instructions) are delivered to you — even if you haven't activated them — the order becomes final and non-refundable.
  • Activation or use of the eSIM/data plan (data used, top-up activated, etc.) voids refund eligibility.

2. Refund Window / Time Limit

  • Any refund request must be submitted within 30 days of purchase.
  • Requests submitted after this period will not be processed — except in cases of verifiable technical malfunction on our side, provided the issue is reported immediately (see below).

3. When Refunds Are Granted

Refunds can be granted only if all of the following conditions apply:

  • The customer has requested the refund within the 30-day window.
  • The eSIM/data plan has not been delivered, activated or used.
  • For technical malfunction cases, the customer reports the issue promptly (within a short timeframe — e.g. 1 hour after delivery) and provides evidence (error messages, screenshots).

4. What Happens After a Valid Refund Request

  • We will review the request within up to 15 business days.
  • If approved, the refund will be issued to the same payment method used for the original purchase.
  • If the refundable amount is small (e.g. below a threshold such as €10), we may — at our discretion — refund via store credit or internal credit system instead of cash (if relevant to our business model).

5. Non-Refundable Scenarios

We will not refund in these cases:

  • eSIM/data plan already delivered (activation details sent)
  • eSIM/data plan already activated or used (data used, top-up consumed, etc.)
  • Customer error: e.g. incompatible device, wrong selection of plan, change of mind, not checking device compatibility before purchase
  • After the 30-day refund window expires (unless there's a documented technical issue on our end)

6. Customer Responsibility Before Purchase

Before placing an order, customers must verify that their device is eSIM-compatible and carrier-unlocked. Sonet cannot be held responsible if the eSIM doesn't work because of device incompatibility or other customer-side issues.

7. Right of Withdrawal / Instant Delivery Clause

Because eSIMs are digital goods delivered (via QR code or digital instructions) immediately, the customer — by completing the purchase — acknowledges and accepts that they lose the right of withdrawal once the eSIM data is delivered. This makes the "no-return / no-refund once delivered" policy valid under applicable consumer-protection laws.

8. How to Request a Refund

To request a refund (if you meet the conditions above):

  1. Contact Sonet support via email or support form (provide order reference + reason)
  2. Provide evidence if claiming a technical malfunction (screenshots, error logs)
  3. Wait for our review (within 15 business days). If approved, refund will be processed to your payment method (or via store credit if applicable).

9. Policy Updates

Sonet reserves the right to modify this Refund & Return Policy at any time. Any changes will take effect immediately upon publication. Customers are encouraged to review the policy before each purchase.