Refund Policy

An eSIM is a digital product delivered online and issued immediately after payment. Once the installation details are provided, the eSIM can be used, so by its nature it cannot be returned.

Under Article 2, Subparagraph 5 of the Regulations Governing the Reasonable Exceptions for Application of the Right of Withdrawal in Distance Sales, once you check the box at checkout agreeing that we provide the product immediately, the 7-day right of withdrawal under Article 19 of the Consumer Protection Act does not apply to this product. You may still request a refund under this policy in the situations listed in Section 2 below.

• Issuance fails after payment: the system automatically cancels the order and refunds you. No request is needed.
• Plans marked "Refundable if not installed": the eSIM has never been installed on any phone, and you request the refund within 30 days of the purchase date.
• Problems attributable to us or the mobile network: you have set up the eSIM correctly according to the installation instructions, but still cannot connect after help from our support team. We will issue a replacement eSIM or give you a full refund.

Refunds are not available in the following situations (except for the situations in Section 2, items 1 and 3):

• Plans not marked "Refundable if not installed": no refund once the installation details have been sent. Whether a plan is refundable is shown on the plan card and the checkout page.
• The eSIM has been installed on a phone.
• The plan's validity period has started, or some of the data has been used.
• Your phone does not support eSIM, is carrier-locked, or is used in an unsupported region (you were asked to confirm compatibility at checkout).
• You bought the wrong destination or plan, and the eSIM has been installed.
• The eSIM expired because the plan's installation deadline passed.
• The plan's data or days were not fully used.

Please email service@yunelo.tw and include:

• Your order number and the email address used for the order
• A description of the problem
• For connection problems: your phone model, and a screenshot of your mobile network settings or the error message

For connection problems, please contact us when the problem occurs and while the plan is still valid, so we can help resolve it right away. Requests made only after you return home may be affected because we may be unable to verify the problem.

All refunds are made to the original credit card used for payment. We process the refund within 3 business days after approval; the time it takes to appear on your statement depends on your card-issuing bank.