Last updated on September 29, 2026.
Refund Policy
1. Digital Product Delivery
An eSIM is a digital product.
Once the QR code, activation link, eID or other installation credentials have been generated and delivered through email or the customer’s account, the eSIM is considered supplied and used for refund purposes.
The product normally cannot be refunded after delivery even where the customer has not activated it.
Each eSIM profile represents a one-time digital entitlement and cannot normally be withdrawn, resold or reassigned after it has been issued.
2. Refund Requests Before Delivery
A refund may be considered only where the relevant activation information has not yet been generated or delivered.
Examples may include:
purchasing an incorrect product before delivery;
discovering that the device does not support eSIM before activation;
an accidental duplicate payment.
BALDVIDA UAB and its upstream service provider may review generation, delivery, download and activation records when determining whether a refund request is eligible.
3. Refund Request Period
Refund requests must be submitted within 14 calendar days from the date of purchase.
Requests submitted after this 14-day period may not be eligible for a refund.
All refund requests should be sent to:
4. Non-Refundable Situations
Refunds are not normally available after an eSIM profile, QR code or activation credentials have been:
delivered;
downloaded;
scanned;
installed; or
activated.
This applies regardless of whether mobile data has subsequently been consumed.
Refunds are also generally not available for issues resulting from:
third-party network coverage;
connection speed;
roaming restrictions;
device-specific settings;
incorrect installation or configuration by the customer;
a change of mind;
cancelled or postponed travel;
a locked or incompatible device discovered after activation;
local regulations;
third-party network operator policies;
device software updates.
Network quality, signal strength, speed and availability depend on third-party telecommunications operators and are outside BALDVIDA UAB’s direct control.
5. Information Required for a Refund Request
A refund request should include:
the order number;
purchase date;
reason for requesting the refund;
confirmation that the eSIM has not been activated, scanned or installed.
Requests are reviewed individually using available delivery and activation logs as well as information supplied by upstream providers.
BALDVIDA UAB aims to review requests within three business days.
Following review, Esimee will notify the customer of the outcome or request additional information if required.
6. Approved Refunds
Approved refunds are returned to the original payment method used for the purchase.
Refund processing is handled through the applicable payment or acquiring partner.
Once approved, it may take approximately 5–10 business days for the refunded amount to appear, depending on the payment provider and the customer’s bank.
The acquiring or payment partner may perform additional verification or request supporting documentation.
Information submitted as part of a refund request may be processed for verification, regulatory compliance and fraud-prevention purposes in accordance with the Privacy Policy.
7. EU Digital Content and Right of Withdrawal
Where applicable, the supply of digital eSIM services is subject to EU consumer-protection rules concerning digital content.
By requesting immediate delivery of an eSIM, the customer expressly consents to performance beginning immediately and acknowledges that the statutory 14-day right of withdrawal may end once the digital content or activation credentials have been supplied, in accordance with Article 16(m) of Directive 2011/83/EU.
This Refund Policy forms part of the Terms and Conditions and is governed by Lithuanian law and applicable EU consumer-protection legislation.
8. Contact
Refund requests and related questions should be sent to:
BALDVIDA UAB
Company number: 306966536
Girulių g. 10, Vilnius, Lithuania
Email: info@esimee.com
