退款政策
Refund & Cancellation Policy (eSIM Products)
Miles & Memories — milesandmemories.store
Last Updated: 9th March 2026
Your Rights Under New Zealand Law
Nothing in this policy is intended to limit or exclude any rights you may have under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where applicable law provides you with rights that cannot be excluded, this policy operates alongside and does not override those rights.
Overview
Our eSIM products are digital goods delivered instantly by email. Because of the nature of digital products, our ability to issue refunds is limited once a product has been accessed or activated. Please read this policy carefully before making a purchase.
If you have any questions before purchasing, contact us at info@milesandmemories.store — we are happy to help you choose the right product.
1. No Refund After Activation
Once an eSIM has been activated, installed, or used in any way, it is not eligible for a refund.
This includes situations where:
- The eSIM shows as installed or activated on your device
- You have consumed any amount of data, including a small or partial amount
- The eSIM cannot be reused or transferred to another device
- You began the installation process and scanned or partially installed the eSIM QR code
Please note: Scanning the eSIM QR code as part of the installation process is considered an attempt to activate the eSIM and will affect your refund eligibility. If your installation failed after scanning, please contact us at info@milesandmemories.store before submitting a refund request, and we will review your case individually.
2. Device Compatibility
It is your responsibility to confirm that your device supports eSIM before completing a purchase.
Refunds cannot be issued if:
- Your device is not eSIM compatible
- Your device is carrier-locked and cannot accept a new eSIM profile
- Your device settings or software version prevent installation
- You made an incorrect assumption about your device's compatibility before purchasing
How to check compatibility:
You can verify whether your device supports eSIM by visiting your device manufacturer's official website, or by contacting your current carrier. A general compatibility reference is also available at FAQ on our website.
We recommend confirming compatibility before purchase. If you are unsure, contact us and we will do our best to help.
3. Incorrect Purchase
Refunds are not available in the following circumstances:
- You purchased the wrong eSIM package (wrong country, region, or data amount)
- Your travel plans changed after purchase
- You no longer need the eSIM
- You accidentally purchased more than one package
- You purchased a New Zealand eSIM but required coverage in a different country
Please review your order carefully before completing checkout. If you are unsure which package is right for you, contact us before purchasing.
4. Refund Eligibility — Before Activation Only
A refund may be considered only if all of the following conditions are met:
- The eSIM has not been installed, scanned, or activated in any way
- The eSIM has not been used
- Your refund request is submitted within 14 days of the date of purchase
- You can confirm in writing that the eSIM remains unused and unactivated
Refund requests submitted more than 14 days after the date of purchase will not be considered under any circumstances.
Verification:
We reserve the right to verify the activation status of the eSIM through our system before approving any refund request. Verification will be completed within 3 business days of receiving your request. You will be notified of the outcome by email. If our system cannot confirm the activation status conclusively, we will review the matter on a case-by-case basis and contact you directly.
5. Failed or Non-Received eSIM Delivery
If you did not receive your eSIM confirmation email, please check the following before contacting us:
- Your spam or junk mail folder
- Your promotions, social, or other filtered tabs
- Any email filters or rules that may have redirected the email
- Whether the email address entered at checkout was correct
If you have checked all of the above and still cannot locate your eSIM email, contact us at info@milesandmemories.store with your order number and we will resend it promptly.
Incorrect email address at checkout:
If your eSIM email was sent to an incorrect address due to a typing error at checkout, we are unable to issue a refund. However, please contact us with your order number and we will do our best to assist, including resending to a corrected email address where technically possible.
Non-delivery resulting from an incorrect email address entered at checkout does not qualify for a refund.
6. Technical Issues
We understand that technical difficulties can be frustrating. Please contact us before concluding that an installation has failed — our support team can walk you through the process and resolve most issues quickly.
Refunds will not be issued for technical problems caused by:
- Your personal device settings or software configuration
- Local network restrictions in your country or region
- Failure to follow the installation instructions provided at the time of purchase, provided those instructions were clear and accessible
- Carrier or network issues outside our control
- Incompatibility that was present at the time of purchase and could have been identified before buying
If you are experiencing a technical issue, please contact us at info@milesandmemories.store before requesting a refund. We will work with you to troubleshoot the problem. Many technical issues can be resolved without the need for a refund.
Genuine technical failures:
If your eSIM cannot be installed or activated due to a verified fault on our end — such as a defective or incorrectly provisioned eSIM profile — and the issue cannot be resolved through troubleshooting, a refund or replacement may be offered at our discretion, subject to verification.
7. Partial Refunds
Our refund policy is generally applied on an all-or-nothing basis. However, in exceptional circumstances — such as a verified partial technical failure that is not attributable to your device or actions — we may, at our sole discretion, offer a partial refund or store credit. Any such decision is made on a case-by-case basis and does not constitute a precedent or ongoing obligation.
8. Fraud, Abuse, and Misuse
We reserve the right to refuse refund requests and restrict future purchases where we have reasonable grounds to believe there has been:
- Fraudulent misrepresentation in connection with a purchase or refund request
- Deliberate manipulation of our refund process, including chargeback abuse or repeated refund requests across multiple orders
- Use of our products in a manner that violates our Terms of Service
- Provision of false or misleading information in connection with a refund request
Where fraud or abuse is identified, we reserve the right to report the activity to the relevant payment processor, platform provider, or authorities.
9. How to Request a Refund
If you believe you meet the eligibility criteria set out in Section 4, please submit your request as follows:
Email: info@milesandmemories.store
Subject line: Refund Request — Order #[Your Order Number]
Please include in your email:
- Your full name
- Your order number
- The date of purchase
- The reason for your refund request
- Confirmation that the eSIM has not been activated, installed, or scanned in any way
Response time:
We aim to respond to all refund requests within 24 hours on business days, and in any event within 3 business days of receipt. You will be notified of the outcome of any verification check within 3 business days of your request being received.
10. Changes to This Policy
We reserve the right to update or amend this policy at any time. The version of this policy published on our website at the time of your purchase will apply to your transaction. We recommend reviewing this policy before each purchase.
All updates will be reflected in the "Last Updated" date at the top of this page.
Contact Us
If you have any questions about this policy, or if you need help before or after making a purchase, please do not hesitate to reach out:
Email: info@milesandmemories.store
Website: https://www.milesandmemories.store/
Response time: Within 24 hours on business days
This policy applies to all purchases made through milesandmemories.store and is governed by the laws of New Zealand.