Refunds and Right of Withdrawal

Who you bought from

You bought from Kolay Esim, operated by LOKUM TECH LLC ("we", "this store"). Your contract is with us. We decide refunds and we pay them.

Esimbit, operated by LOKUM TECH LLC, supplies the software this store runs on. Esimbit is not the seller, never held your money and cannot decide a refund on our behalf. Write to us.

• Registered address: 8 The Green, Suite A Dover, DE 19901
• Refunds and support: [email protected]

The 14-day right to change your mind

Distance selling law gives a consumer 14 days to change their mind about something bought online, without giving a reason and without a penalty. Both EU law and Turkish law give this right.

For a parcel the 14 days run from the day it arrives. For digital content and services they run from the day the contract is made. On this store the contract is made when the installation details are sent to you — the Terms of Sale say so — so that is the day the 14 days start.

The right belongs to consumers: people buying outside a trade or profession. A company buying eSIMs for its staff does not have it. We apply the refund rules further down this page to everyone.

Why an eSIM is different

An eSIM is digital content delivered immediately. You pay, the profile is ordered from the eSIM provider, and the QR code and activation details are emailed to you within moments. That is the situation where the law lets the withdrawal right fall away — but not automatically, and not on identical terms in every country.

We treat the eSIM profile as digital content. Where the connectivity is treated as a service instead, the right falls away only once the service has been fully performed, and a buyer who withdraws part-way pays a proportionate amount for what they used rather than losing everything.

What this checkout asks you

This checkout does not ask you to give up the 14-day right. Under EU law the right falls away only where you expressly consented to supply beginning immediately and acknowledged that you were losing it. This store does not capture that consent, so for EU buyers the 14 days keep running from the day the contract is made.

What the buy form asks for is the email address the eSIM should go to, typed a second time so a mistake in it cannot lose your order. There is no box to tick about immediate supply, and nothing about it is recorded against your order.

The eSIM is still supplied immediately: the profile is issued the moment the payment clears, and there is no way to hold one back. What that changes is what a refund can practically look like once an eSIM has been installed and used, and the next two sections set out where we refund and where we do not.

When you get your money back regardless

Some things go wrong on our side, or at the eSIM provider. In those cases you are refunded whether or not the withdrawal right still applies, and whether or not the 14 days have passed.

• The eSIM never arrived. Nothing reached the email address on the order, and resending it does not fix it.
• The eSIM cannot be installed. The Device check page says your device is fine, the QR code still will not install, and we cannot get it working with you.
• You were charged twice for the same order.
• The eSIM provider cannot supply the package you paid for, and there is no equivalent you would rather have instead.
• The package was not what the store said it was: wrong data amount, wrong validity, or coverage that does not include a country listed on the page you bought from.

Tell us and we refund in full, to the payment method that paid. Where the eSIM was supplied but is faulty, you can ask us to fix it first — see the next section.

When we do not refund

Once an eSIM has been installed and has connected to a network it has been used, and used connectivity cannot be handed back.

• The eSIM has been installed and has carried traffic, even a small amount.
• Your device turns out not to support eSIM, or is locked to a carrier — that is, the Device check page would have told you before you paid. It shows you how to check both in about a minute.
• Your travel plans changed after the eSIM was activated.
• You bought the wrong destination and the eSIM has already connected somewhere. If it has not been installed or used at all, ask us anyway — we can usually sort that out.
• The validity ran out, or you did not use all the data. Unused data is not refunded and does not carry over.
• Coverage or speed varied inside the area the package covers. That is the local network and is not by itself a fault. An eSIM that never connects at all is a fault, and it is covered in the section above.

This list is what this store does. It cannot remove a right the law gives you. Where the two disagree the law wins — tell us, and we will put it right without arguing about the page.

A fault is not the same as changing your mind

Withdrawal is changing your mind about something that works. A fault is the package not being what it was sold as. The right to a remedy for a fault lasts a great deal longer than 14 days, and nothing about how or when you bought takes it away.

In the EU, digital content must match its description and work as it should (Directive (EU) 2019/770). In Turkey the equivalent duty sits in Consumer Protection Law No 6502, which covers defective goods and defective services.

Ask us to fix it first: re-issuing the eSIM solves most installation problems. If it cannot be fixed within a reasonable time, you get your money back.

How to ask for a refund

Email [email protected] and ask. Include:

• Your order number.
• The email address the order was bought with. It has to be that address — an order is found on the number and the email together, and we cannot look one up without the other.
• What went wrong, in your own words.
• Which device you tried to install on, and whether the eSIM was installed at all.
• Any error the phone showed, word for word or as a screenshot.

Your order number is in the delivery email and in the payment confirmation. If you no longer have either, say so and give us the email address you used and roughly when you bought.

Never send a card number, a security code or a bank password by email. This store never sees your card details — the payment went straight to the payment provider — so nobody here has any use for them. Anyone asking you for them in our name is not us.

How long a refund takes, and where it goes

We answer a refund request within [TO BE COMPLETED: the number of working days the store commits to answering a refund request in]. Where we approve one, we send it within [TO BE COMPLETED: the number of working days the store commits to sending an approved refund in] of that answer.

A refund goes back the way the money came: to the card or wallet that paid, through [TO BE COMPLETED: the payment provider the store’s checkout uses]. We cannot redirect it to a different card, to a bank account, or turn it into store credit. Your bank then takes its own time to show it, usually a few working days, and that part is outside our control.

Where the withdrawal right does apply and you exercise it, EU law requires us to reimburse you within 14 days of being told. That is the outside limit whatever the numbers above say.

Top-ups

A top-up is bought against an eSIM you already have, from the order page for that eSIM. It is delivered the same way and this page treats it the same way.

By the time a top-up is bought the eSIM is normally installed and in use, so the change-of-mind right is at its weakest. What still applies is everything that can go wrong: a top-up you paid for that never lands on the eSIM, one the eSIM provider cannot supply, or a double charge. Those are refunded.

A top-up is tied to the eSIM it was bought for and cannot be moved to another one, including another eSIM of yours.

Asking your bank instead

If you ask your bank or card issuer to reverse the charge rather than asking us, the money is held while the dispute is investigated, and that takes longer than a refund from us would have.

Ask us first. If we say no and you still disagree, the route through your bank remains open to you, and asking us first does not affect it or any other legal right you have.

If our answer is not good enough

Reply and say so, and ask for the decision to be looked at again. Tell us plainly what you want: the refund, a replacement eSIM, or an explanation. Write to [email protected].

In Turkey you can take a consumer complaint to the Tüketici Hakem Heyeti for the district where you live or where you bought, or to a Tüketici Mahkemesi, under Consumer Protection Law No 6502. Which of the two hears your case depends on the amount, and the thresholds are revised each year.

In the EU you can go to your national consumer authority, or to an alternative dispute resolution body — [TO BE COMPLETED: the ADR or ombudsman scheme the store operator is signed up to, if any]. For a purchase from another country, your local European Consumer Centre (ECC-Net) will take it up for you free of charge.

The online dispute resolution platform run by the European Commission closed in 2025. Links to it are still passed around in refund advice; it no longer accepts complaints, so use the routes above.

Changes, governing law, and language

This page applies to orders placed at Kolay Esim on or after the date shown at the top. We can change it, but a change never reaches backwards: the version live when you ordered is the one that governs your order.

Sales from this store are governed by Delaware, United States. Whatever that provides, it cannot deprive you of the protection of the mandatory consumer law of the country you live in.

This page is published in English only, deliberately. A legal text translated without a lawyer reading the translation becomes a second document that can say something different. The store itself is available in English, Turkish and Arabic. If English is awkward, write to us and we will explain any part of this page.