Refund policy

This page explains when we refund an eSIM and how to ask for a refund. This policy expands on the Terms and conditions and does not reduce any of the rights the law gives you as a consumer.

1. If you have not installed the eSIM yet

If the eSIM has not been installed or activated, we refund the full amount as long as you ask within 14 calendar days of the purchase. You do not have to tell us why: this is your right of withdrawal.

It does not matter why you have not installed it: because your plans have changed, because you chose the wrong destination or because your phone turned out not to be compatible.

2. If you have already installed or activated it

Installing the eSIM means you start receiving the service. When you buy, you expressly ask us to begin delivery straight away and acknowledge that, once it is installed or activated, you lose your right of withdrawal. That is why an installed or activated eSIM is not refundable, unless it does not work because of a fault on our side or the operator’s (next section).

We consider the eSIM activated when it has connected to a network for the first time or shows data usage. We check this using the information the operator gives us.

3. If it does not work because of a fault on our side or the operator’s

If the eSIM does not work for reasons beyond your control, such as an error in the profile, in its activation or in the coverage you bought, write to us as soon as you notice. We will look into it and, depending on what happened:

1. we will give you a technical fix or a replacement eSIM;
2. if that is not possible, you will be entitled to a proportionate price reduction (for the part you were unable to use) or to terminate the contract with the corresponding refund, as set out in the Guarantee and lack of conformity section of the Terms.

4. When there is no refund

Once the eSIM has been installed or activated, or once 14 days have passed since the purchase, we do not refund the amount when the problem is due to:

• A phone that is not eSIM-compatible or is locked to its network. Before you buy, you can check this with our compatibility checker.
• Deleting the eSIM profile from the phone, even by mistake: in general, a profile can only be installed once.
• Using up the data before the plan’s validity ends. Unused data is not refunded or carried over either.

None of this applies if the eSIM has not yet been installed or activated and you are within the 14-day period: in that case you get the full refund described in section 1.

5. How to ask for a refund

Email us at hello@glowisim.com with your order code (it starts with GLW- and you will find it in the confirmation email) and, if it is because of a fault, what happened. If you wish to withdraw, you can also use the model withdrawal form, although it is not compulsory.

6. Refund time limit and method

• If you withdraw (eSIM not installed or activated, within the 14 days): we refund the amount without undue delay and at the latest within 14 calendar days of receiving your request.
• In all other cases (for example, a fault on our side or the operator’s): we refund the amount within a maximum of 14 calendar days of accepting your request.

Refunds are always made using the same payment method you used for the purchase and at no cost to you. How long it takes to show in your account depends on your bank.

7. More information

You will find full details of the time limit and the form under Right of withdrawal, and answers to the most common questions in the FAQs. If you disagree with our response, see Dispute resolution.

This is a translation for convenience. The Spanish version is the legally binding one.