Zetexa believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:
Cancellations
Cancellations of an eSIM or Virtual Number will be considered only if the request is made within the same day of placing the order, and if the eSIM or Virtual Number has not been used.
A cancellation request will not be entertained if the eSIM QR code has been downloaded and activated on the device, if the Virtual Number (DID) has been used, or if a physical SIM has been dispatched to the correct address and is working fine.
Shipping and return shipping costs are not refundable for a physical SIM.
If you feel the eSIM received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within the same day of receiving the product. The customer service team will look into your complaint and take an appropriate decision.
Refunds
Refunds can be requested within 30 days if activation issues persist after collaborative troubleshooting. Prompt collaboration with the customer is necessary for refund consideration.
There are no refunds for remaining data, or for remaining Virtual Number minutes or SMS, after the validity period.
A one-time cancellation fee of USD 2 will be charged for all cancellations and refunds.
Customers may choose to receive credit back via their original payment method, or as ZetCoins. (Refer to the Terms and Conditions for ZetCoins.)
Once a refund is approved and issued, it may take up to thirty (30) business days to appear on a statement, depending on the bank.
Returning a physical SIM
To request a refund for a non-working or dead-on-arrival Zetexa physical SIM card, follow this process:
Get an RMA number start by obtaining a Return Merchandise Authorization number — returns will not be accepted without it.
Ship it back send the card or cards to the Zetexa operational address, covering the associated shipping costs. Shipping and return shipping costs are non-refundable.
Package it properly prevent damage in transit. A damaged or excessively used card may result in a refund being refused.
Shipping from outside India declare the parcel as a “return with no customs value (zero)” to avoid additional charges and ensure smooth processing.
Fraud and unauthorised purchases
Fraudulent purchases Zetexa may deny refunds for abuse, violation of the Terms and Conditions, or fraudulent activity.
Unauthorised purchases investigated cases need approval before refund processing, and Zetexa may suspend accounts tied to fraud.
Need a hand?
Email support@zetsim.com with your order reference and we will pick it up. Our team answers 24/7 in 11 languages.