Complaints & returns

This is a translation provided for convenience. In case of any discrepancy the Polish version prevails.

How to make a complaint

Email kontakt@esimka.pl or call +48 662 628 821 (pon.–pt. 9:00–17:00). You can also send a complaint by post to: Keysender - Łukasz Wicenciak, ul. Sarnia 2/84, 61-058 Poznań.

To help us help you quickly, please include:

• the order number and the email address used for the purchase,
• the eSIM's ICCID (if you know it – it is on the order page),
• your phone model and a short description of the problem (a screenshot helps a lot),
• what you would like: a new eSIM, a price reduction or a refund.

How we handle complaints

1. We confirm we have received it and, where possible, help you set the eSIM up straight away – most problems (e.g. data roaming switched off, wrong data line selected) are solved in minutes.
2. We check the eSIM's status with the supplier (whether it was installed, connected to a network, how much data was used).
3. We reply within 14 days of receiving the complaint. If we do not reply within that time, the complaint is deemed accepted.
4. If the complaint is justified we deliver a new eSIM, reduce the price or refund you – as you request and as the Polish Consumer Rights Act provides.

Refunds

• An eSIM that never connected is refunded in full. Just tell us before the Package's validity period would have ended – we check with the supplier that the eSIM was never active and refund you.
• The refund goes back to the payment method used (card, BLIK, bank account) without undue delay and within 14 days at the latest. We charge no fees.
• A Package that was activated and used is not refundable, unless the problem is a service defect handled as a complaint.

Withdrawal from the contract

A consumer generally has 14 days to withdraw from a distance contract. An eSIM, however, is digital content delivered immediately after payment, so when ordering you ask for it to be delivered before that period ends and acknowledge that once the eSIM is delivered (the QR code is made available), the right of withdrawal expires (Article 38(1)(1) and (13) of the Polish Consumer Rights Act). If an order was paid but the eSIM has not yet been delivered, you may withdraw and we refund the full amount. Details and the model form are in the Terms.

If we disagree

You can get free help from a municipal or district consumer ombudsman (rzecznik konsumentów), apply to the permanent consumer arbitration court at the Provincial Inspectorate of Trade Inspection (WIIH), or ask the Trade Inspection inspector for mediation. More information (in Polish): prawakonsumenta.uokik.gov.pl.