Last updated: September 22, 2026
1. Digital product notice
Retesim sells digital eSIM data Plans. There is no physical product and nothing is shipped. Because of this, our refund policy differs from a typical physical-goods return policy — please read carefully before purchasing.
2. Our supplier’s policy
Our connectivity supplier’s Mobile Data Plans are, in principle, non-refundable once provisioned. This is a real constraint on what Retesim can offer, and the situations below reflect it.
3. Refund situations
Before provisioning (order placed, Plan not yet generated by our supplier): a refund is available if your Plan has not yet been provisioned by our supplier and Retesim has not incurred a non-recoverable cost for it. Contact us as soon as possible after ordering.
Provisioned/delivered, but not yet used: no refund by default once a Plan has been provisioned, for the reasons explained in Section 5 below. We may consider a goodwill exception on a case-by-case basis, but this is not guaranteed and is not offered automatically.
Failed provisioning, or a technical fault caused by Retesim or our supplier: we will first provide a replacement eSIM/Plan. If the issue cannot be resolved within a reasonable time, a refund will be issued. We do not offer instant automatic refunds for technical issues — troubleshooting and, where needed, a replacement come first.
Wrong destination, wrong plan, or a change of mind: a refund is available only if provisioning has not yet started. Once provisioning has started, no refund is guaranteed, for the reasons explained in Section 5 below.
Incompatible or carrier-locked device: no refund. You are responsible for confirming your device is eSIM-compatible and unlocked before purchasing, and you confirm this at checkout — see our Terms and our Compatible Devices page.
Data already used, in full or in part: no refund once any data on a Plan has been used.
4. How to request a refund or report an issue
Contact us via our Contact page or at support@retesim.com as soon as possible, ideally before installing or using the eSIM, and include your order number. We review each request individually against this policy. For technical issues, please describe what you experienced so we can troubleshoot first.
5. Statutory rights and digital content
This policy does not reduce any non-waivable statutory consumer rights you may have under applicable law, including the law of your country of residence if you are located outside Serbia. As explained in Section 11 of our Terms and Conditions, Plans are digital content delivered immediately upon provisioning; by accepting our Terms and Conditions at checkout, you expressly consent to this immediate provisioning and acknowledge that you lose your statutory right of withdrawal once provisioning begins. This does not affect your right to a replacement or refund under Section 3 above where a Plan fails, is not delivered, or is materially not as described.