Refunds and cancellations

Your statutory rights

This policy does not reduce your legal rights. If a digital service is faulty, not as described or not supplied with reasonable care and skill, you may be entitled to a repair, replacement, price reduction or refund.

Before digital supply begins

Contact hello@roamstar.net immediately if you placed an order by mistake. If payment has been taken but eSIM or top-up provisioning has not begun, we will normally cancel and refund the order.

Immediate digital supply

At checkout, you ask us to provision and deliver the digital eSIM immediately after payment and acknowledge that your 14-day cancellation right may end once the digital eSIM is supplied. The data plan normally starts only when the eSIM first connects to a supported network. An unactivated eSIM must be installed and first connected within the activation window shown before purchase. This does not affect your rights if the service is faulty, not as described or not supplied.

When we will investigate a refund

We will investigate where an eSIM or top-up was not delivered, could not be provisioned, was materially different from its description, or failed because of a confirmed Roam Star, supplier or network provisioning fault. We may first try to repair, reprovision or replace the service where that is reasonable.

Situations not normally refundable

Subject to your statutory rights, we do not normally refund because a device is incompatible or locked, the wrong destination or plan was selected, installation instructions were not followed, an installed eSIM was deleted, data was used, or local coverage was weak or unavailable in a particular place.

How to request help

Email hello@roamstar.net with the order email address, order reference, affected ICCID if available, device model, location and a description or screenshot of the problem. Please do not send full card details. We will review the supplier and provisioning records before deciding the appropriate remedy.

Approved refunds

Approved refunds are returned to the original payment method. Banks and card providers control how long the credit takes to appear.