1. Requesting a refund
Email support@amraa.mn from your registered address with the order number, a description of the issue, and relevant screenshots. Do not delete the eSIM from your device before the investigation is complete.
2. Situations generally eligible for a full refund
- Payment was confirmed but the supplier could not create and deliver the eSIM
- The same order was charged twice because of a verified technical error
- A verified Amraa eSIM or supplier failure made the eSIM unusable and it could not reasonably be repaired or replaced
3. Situations reviewed case by case
- The eSIM was delivered but has not been installed, activated, or used
- The customer selected the wrong destination, allowance, or validity
- The device was found to be incompatible or carrier-locked after delivery
- The issue relates to network quality, speed, hotspot support, or a specific app
4. Situations generally not refundable
- The eSIM was activated or data was used and no verified service failure occurred
- The QR code was deleted, shared, or installed on an unsupported device because of customer action
- The customer missed an installation or activation deadline
- A specific app, website, or online service is unavailable while the eSIM data connection otherwise works
5. Investigation and outcome
We review the order, eSIM status, available usage records, and supplier response. Depending on the result, we may provide configuration assistance, a replacement eSIM, or an approved refund. Refunds are not automatic and depend on the actual delivery and usage state.
6. Refund method and timing
Approved refunds are returned through the original payment channel when available. Bank and payment-provider processing times vary, so Amraa eSIM cannot guarantee a fixed date when the funds will appear in the customer’s account.