If you're not happy with your eSIM experience, please let us know!
如果您對自己的eSIM體驗不滿意，請告訴我們！
Our eSIMs usually work without a glitch, but if you experience connection issues we can provide a full or partial refund.
我們的eSIM通常不會出現故障，但如果您遇到連接問題，我們可以提供全額或部分退款。
Some conditions do apply so make sure to review our terms below.
某些條件確實適用，因此請務必查看下面的條款。
These cancellation and return terms apply to all purchases made through the online store yourstel.com without exception.
這些取消和退貨條款無一例外地適用于通過網店yourstel.com進行的所有購買。
Once you buy your eSIM you will receive a confirmation email with the QR code. Once sent, we cannot recover the eSIM nor prevent its use. For this reason, we can only provide refunds in certain situations.
購買eSIM後，您將收到一封帶有二維碼的確認電子郵件。一旦發送，我們無法恢複eSIM，也無法阻止其使用。因此，我們只能在某些情況下提供退款。
When you can receive a refund:
何時可以收到退款：
If your eSIM does not work due to a problem with yourstel.com or the connection provider, we can provide a full or partial refund.
如果您的eSIM由于yourstel.com或連接提供商的問題而無法工作，我們可以提供全額或部分退款。
Before processing a refund, we ask that you:
在處理退款之前，我們要求您：
- Contact our support team (liang@yourstel.com) to report the connection incident
- 聯系我們的支持團隊(liang@yourstel.com)報告連接事件
- Provide information and screenshots so our team can identify the problem
- 提供信息和屏幕截圖，以便我們的團隊能夠識別問題
Our support team is available 24/7 and we usually respond within a couple of minutes.
我們的支持團隊全天候待命，我們通常會在幾分鍾內做出回應。
If the connection problem cannot be solved, yourstel.com will reimburse your order.
如果無法解決連接問題，yourstel.com將補償您的訂單。
If the eSIM never connected to the internet, we can offer a full refund minus a small admin fee. If the eSIM stopped working or only worked temporarily, we can provide a partial refund for the number of days you were without internet connection, discounting the days in which you had connection.
如果eSIM從未連接到互聯網，我們可以提供全額退款，減去少量管理費。如果eSIM停止工作或只是暫時工作，我們可以為您未連接互聯網的天數提供部分退款，不包括您連接的天數。
In both cases, Yourstel.com reserves the right to deduct a small administration cost from refunded amounts.
在這兩種情況下，Yourstel.com保留從退款中扣除少量管理費用的權利。
When you can’t receive a refund:
當您無法收到退款時：
- We cannot issue a refund if you give us the wrong email address during the purchase. We can can forward the eSIM to a different email address, but we cannot guarantee that it will not be used by the owner of the incorrect email address, in which case it cannot be refunded.
- 如果您在購買過程中給了我們錯誤的電子郵件地址，我們將無法退款。我們可以將eSIM轉發到其他電子郵件地址，但我們不能保證它不會被錯誤電子郵件地址的所有者使用，在這種情況下，它將無法退款。
- We cannot issue a refund if your device is not compatible with eSIM or is not unlocked. Yourstel.com provides a list of compatible devices on its website and customers can ask if their device is compatible by contacting our customer team.
- 如果您的設備與eSIM不兼容或未解鎖，我們將無法退款。Yourstel.com在其網站上提供了兼容設備的列表，客戶可以通過聯系我們的客戶團隊來詢問他們的設備是否兼容。
- We cannot issue a refund if you have changed your mind or if you no longer need the eSIM.
- 如果您改變主意或不再需要eSIM，我們將無法退款。
- We cannot issue a refund in any other case not specified on this page.
- 在本頁未指定的任何其他情況下，我們都不能退款。
How can I request a refund?
我如何申請退款？
Please contact liang@yourstel.com
If you experience a connection problem with your eSIM, contact us the moment the issue occurs. Our team will first ensure that your eSIM is correctly configured. If the problem persists once the eSIM is correctly configured, our team will continue with the refund process.
如果您的eSIM出現連接問題，請在問題發生時與我們聯系。我們的團隊將首先確保您的eSIM配置正確。如果eSIM配置正確後問題仍然存在，我們的團隊將繼續退款流程。
How will I be refunded?
如何退款？
Refunds will be made to the payment method you used when making the purchase.
退款將按照您購買時使用的付款方式進行。
Alternatively, we can offer credit on our store for another eSIM purchase.
或者，我們可以為另一次eSIM購買提供我們商店的積分。
For help, please contact us in our online chat or by email at liang@yourstel.com.
如需幫助，請通過我們的在線聊天或電子郵件與我們聯系：liang@yourstel.com.