Refund Policy
Support Process:
- Immediate report: If you have difficulties, write to us through our support channels at the moment the problem occurs. We cannot diagnose faults if you let us know after your trip or late.
- Diagnosis: Our team will ask you for your purchase details and screenshots of your phone’s settings.
- Technical solution: We will give you instructions to set up your device. If the problem requires a response from the international operator, the waiting time may be 12 hours.
- Replacement: In the event of a failure for reasons that may be attributable to us, we will evaluate replacing the eSIM or, failing that, we will proceed with the corresponding refund.
Important Considerations on Refunds:
- Purchase errors: We do not give refunds for purchase errors (e.g. choosing the wrong destination or if your phone is not compatible).
- Customer cancellations: If you request a refund by your own decision or for reasons not attributable to GIGAPANDA, 5% will be deducted for payment gateway charges and 5 USD for operating expenses.
- Activation data: eSIMs are activated with the first use. There are no changes or refunds if you do not notify us at least 48 hours in advance.
- Deleting the eSIM: If you delete the eSIM from your phone, you will need to buy a new one. The system does not allow free replacements.
Buyers from Colombia and Argentina:
If you buy from Colombia, you have the right of withdrawal during the five business days following the purchase (Law 1480 of 2011). If you buy from Argentina, you have the right to revoke the purchase during the following ten calendar days (Law 24.240). To exercise it, write to us at help@gigapanda.com with the order number and the email you used to buy. The withdrawal button (Botón de arrepentimiento) in the website footer, visible when prices are shown in Argentine pesos, leads to this section.
Withdrawal applies as long as the eSIM has not been installed or activated. An installed or activated eSIM is a service already provided and does not allow withdrawal, without prejudice to the replacement or refund for failures attributable to GIGAPANDA described above. The refund is made through the same payment method or by bank transfer, within the periods set by each law.
Cases where a refund does NOT apply:
- If the user is not available to carry out the diagnosis with technical support or does not report the problem at the time.
- Phone locked by the home carrier (closed bands, SIM Lock).
- Theft or loss of the phone.
- Signal blind spots (mountains, basements, remote areas).
- If the chip is blocked for trying to share internet (hotspot/tethering), a function not allowed in our plans.
