Refund policy

Roampass Refund & Return Policy

(Compliant with UK Consumer Law)

1. Digital Products (eSIM)

Roampass eSIMs are classified as digital content delivered instantly. Once the activation QR code has been issued, the service is deemed delivered. Under Consumer Contracts Regulations 2013, Regulation 38, such products are exempt from the statutory 14-day cooling-off period, unless the product is defective.

Refund Eligibility

We will issue a full refund if:

  • The eSIM cannot be activated and our technical team confirms the issue cannot be resolved.

  • The plan details (data allowance, validity) are materially different from what was advertised.

  • Duplicate payment or transaction error.

Non-Refundable Cases

  • The activation QR code has been sent and the eSIM has been successfully installed.

  • The eSIM is incompatible with the user’s device (please check the [Device Compatibility List] before purchase).

  • The eSIM profile was deleted or altered by the user after installation.

  • Variations in network coverage, speed, or quality due to local carrier infrastructure.

Refund Request Process

  • Submit your request within 7 days of purchase.

  • Provide your order number, activation status screenshots, and issue details.

  • Refunds will be processed within 5 business days after receiving complete information.

2. Physical Products

For all physical products, the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 apply.

Return Eligibility

You have the right to cancel your order for most physical products within 14 days of receipt without giving any reason, provided the item is:

  • Unused and in original condition.

  • In its original packaging with all accessories and manuals.

Non-Returnable Items

  • Products that are personalised or customised.

  • Perishable goods or products with a short shelf life.

  • Hygiene-sensitive items (e.g. earphones) once unsealed.

Return Process

  • Contact us within 14 days of receiving your item to request a return.

  • You are responsible for the cost of returning the product unless it is faulty or misdescribed.

  • Refunds will be issued within 14 days after we receive the returned item.

3. Contact Information

📧 Email: support@roampass.uk