Arel eSIM offers refunds in line with this policy. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides customer service inquiries and handles returns.
You may request a full refund within 14 days of purchase if the eSIM has not been activated and no data has been used. Once the eSIM has been installed on a device or any data has been used, the product is considered delivered and no refund is available.
Refund Eligibility
Refunds are available for requests made within 14 days of purchase when the eSIM has not been installed and no data has been used.
- Time limit: Requests must be made within 14 days of purchase.
- Unused eSIM: The eSIM must not have been activated and no data must have been used.
- Incorrect or duplicate charges: Notify us within 14 days of the charge date for incorrect or duplicate charges.
- How to request: Contact support with your order reference and reason for the request.
Technical Failures
If a technical or coverage failure on our side prevents use and no data has been used, we will provide a refund or alternative solution.
- Activation or coverage failure: If the eSIM cannot be installed or used due to an issue on our side and no data has been used, a refund or alternative plan will be offered.
- Unresolved technical fault: If we cannot resolve a technical fault and no data has been used, a refund will be provided.
When Refunds Are Not Available
- eSIM already used: Once the eSIM has been installed or any data has been used, no refund is available.
- Device compatibility: If the eSIM has been installed or downloaded, refunds for device compatibility are not available. Verify device compatibility before purchase.
- Wallet and referral credits: Purchases made using Arel Wallet or referral credits are non-refundable; credits cannot be converted to cash.
- After 14 days: Refund requests must be made within 14 days of purchase.
- Abuse and fraud: We may refuse refunds where we suspect abuse, breach of terms, or fraudulent activity.
- Older purchases: Refunds are not available for purchases older than 14 days.
How to Request a Refund
- Time frame: Submit your request within 14 days of purchase.
- Information to include: Provide your order reference, the reason for your request, and confirmation that the eSIM has not been installed and no data has been used.
- Cooperation: Our team may need to verify or troubleshoot; we will respond in line with this policy.
- Contact: Send your request to [email protected]. Paddle handles returns; we will respond in line with this policy and Paddle's requirements.
Contact and Support
For refund requests or related queries, please contact our support team at
We aim to respond promptly and in line with this policy.