Refund & Cancellation Policy

Last Updated: January 19, 2026

Important Notice: As NoorLink provides intangible digital goods (eSIMs and Top-ups), products are considered "consumed" immediately upon delivery. Standard "return" rights do not apply once the QR code has been generated.

1. General Policy

NoorLink strives to provide reliable connectivity. However, due to the nature of digital products, we can only offer refunds under specific technical conditions. We do not offer refunds for "change of mind" or "accidental purchases" once the eSIM has been delivered.

2. Eligibility for Refund

You are eligible for a Full Refund or Replacement only if one of the following conditions is met:

Technical Failure: The eSIM card cannot be installed or connected to the network due to a technical error on our side or the telecom provider's side.
Out of Stock: You were charged, but the system failed to generate an eSIM due to inventory issues.
Non-Delivery: You did not receive the confirmation email with the QR code within 2 hours of purchase, and our support team cannot resolve it.

3. Non-Refundable Scenarios

We cannot issue refunds in the following situations:

Incompatible Device: If you purchased an eSIM but your phone is not eSIM-compatible or is carrier-locked. It is the customer's responsibility to check compatibility before purchase.
Installation Error: If you accidentally deleted the eSIM from your phone settings. An eSIM cannot be re-scanned or reinstated once deleted.
Single Use: If you have already scanned the QR code and the plan has started active duration.
Poor Signal: If you are in a remote area where the local network (e.g., Vodafone, Orange) does not have coverage. We rely on local carrier maps.

4. How to Request a Refund

To open a dispute, please follow these steps:

Contact our support team at support@noorlink.com within 5 days of purchase.
Include your Order ID (e.g., NL-123456).
Attach a Screenshot of your phone settings showing the error message or "No Service" status.

Our team will investigate with the network provider. If a technical error is confirmed, a refund will be processed to your original payment method within 5-10 business days.