Return and Refund Policy
Last updated: 5 October 2026
To protect your rights and give you peace of mind when buying a travel eSIM from Premium Brands, this policy applies when you receive an incorrect product or a problem is caused by us or our supplier.
1. eSIM issues and how we resolve them
| No. | Issue | What we do | Processing time |
|---|---|---|---|
| 1 | You did not receive your eSIM QR code | We resend or reissue your eSIM | Under 1 hour |
| 2 | You cannot add the eSIM to your device | We reissue your eSIM | 30–60 minutes |
| 3 | The eSIM was added successfully but the service does not work | Direct technical support and a replacement eSIM | 30–60 minutes |
| If the replacement eSIM still does not work because of a supplier fault, we refund 100% of the price. Condition: you must delete the eSIM from your device. | Approval within 1–2 business days |
2. Cancellation
You may cancel your order without penalty before payment is completed or before the eSIM QR code has been sent to your email. Once the QR code has been sent, the order cannot be cancelled or refunded, except as set out in section 1.
3. Cases not eligible for return or refund
We cannot replace or refund an eSIM in the following cases:
- No timely contact: you did not contact us as soon as the problem first occurred.
- Device incompatibility: your device does not support eSIM or is locked to a mobile network.
- Activation period expired: the eSIM was not activated within 30 days of purchase.
- Deleted eSIM: the eSIM was deleted, or the device was reset, lost or replaced, before contacting us.
- Wrong purchase information: the wrong plan, country or region was selected.
- eSIM used in a Wi-Fi router or other device: eSIMs are only guaranteed to work on smartphones and tablets.
- Circumstances outside our control: natural disasters, epidemics or political instability in the destination country, or unstable local network infrastructure.
- Service quality beyond our commitment: internet speed did not meet personal expectations while the service was available on the plan's supported networks.
4. How to request a replacement or refund
Email esim@pbdisolutions.com as soon as the problem occurs, with:
- your order code and the email address used at purchase;
- your device model;
- a short description of the problem and, if possible, screenshots.
Please contact us before deleting the eSIM, so we can check and fix the problem.
5. How refunds are paid
Approved refunds are paid back through the same payment gateway used for the purchase (operated by our fulfilment partner, InfiGate) to the original payment method, within 7 business days. Refunds are made in the currency you were charged (VND), so the amount credited in your card currency may differ slightly because of exchange rates. Your bank or card issuer may take additional time to show the credit. Premium Brands does not cover bank fees or currency exchange differences.
This policy does not affect any rights you have under the consumer protection laws of the United Arab Emirates.