Returns Policy and Right of Withdrawal
Covered domains: this document applies to all Esimtruck websites operated by AXERON S.R.L.: esimtruck.com, esimtruck.ro, esimtruck.eu, esimtruck.uk, esimtruck.de, esimtruck.pl, esimtruck.fr and esimtruck.biz.
1. Why Standard Returns Do Not Apply to eSIMs
An eSIM plan is a digital product, delivered instantly by email without any physical medium. There is no product that can be returned by courier. For this reason, European legislation treats eSIMs differently from physical products.
2. Legal Framework
Under Government Emergency Ordinance 34/2014, Art. 16(m) (implementing Directive 2011/83/EU), the 14-day right of withdrawal does not apply to the supply of digital content on a non-tangible medium if: (a) performance has begun with the consumer’s prior express consent and (b) the consumer has acknowledged that they thereby lose their right of withdrawal.
At checkout, before payment, you explicitly select the checkbox: “I want the eSIM to be delivered immediately after the order is processed (digital product, in accordance with the law)”. Selecting this box represents your express consent, and the order is delivered instantly.
3. What You Can Still Do
- Before payment — check your phone’s compatibility free of charge on the compatibility page and review the list of covered countries for each product. Our support team can answer any questions before you place an order.
- Technical error on our side — if the eSIM was not delivered or the code is invalid due to a platform error, you are entitled to a full refund under the Refund Policy.
- Activation issues — our support team will guide you step by step, 24/7, in Romanian. The vast majority of activation issues are resolved within a few minutes.
4. Dispute Resolution
Consumers may contact ANPC — Alternative Dispute Resolution (anpc.ro/ce-este-sal) or use the European ODR platform: ec.europa.eu/consumers/odr.