Right of Withdrawal & Return Policy
Last updated: 01.10.2026
Because Flash Sim (ESIM MADALIN LLC) sells a digital product delivered online, there is nothing physical to return. This page explains your statutory right of withdrawal under the Consumer Rights Directive 2011/83/EU and its exception for digital content/services.
1. 14-day right of withdrawal
As a consumer in the EU, you generally have 14 days from the conclusion of the contract to withdraw from a distance contract without giving any reason. This right applies to consumers only; it does not apply to purchases made for business purposes.
2. Important exception for digital products
Under Article 16(m) of Directive 2011/83/EU, the right of withdrawal is lost once the supply of digital content/service has begun, provided that:
1) you gave your prior express consent to begin performance during the withdrawal period; and
2) you acknowledged that you would thereby lose your right of withdrawal; and
3) we provided you with confirmation of the contract.
We ask for this consent at checkout with a separate box that is not pre-ticked: by ticking it, you ask us to deliver the eSIM immediately and acknowledge that you lose your right of withdrawal once the eSIM is installed or activated. We record the date, time and wording of your consent with your order. Until you install or activate the eSIM, you keep your right of withdrawal. For a top-up, the box refers to the new package: the right of withdrawal is lost once the package has been added to your eSIM and activated.
When you install or activate your eSIM before the 14 days elapse, performance begins and, where you gave the above consent, the right of withdrawal no longer applies.
3. How to withdraw (before activation)
If you have not installed or activated the eSIM and are within the 14-day period, you may withdraw by sending a clear statement to clienti@flashsim.com or through a support request on the Website, stating your name and order number (or the ICCID of the eSIM). You can use the model withdrawal form annexed to the Consumer Rights Directive, but it is not mandatory.
4. Effects of withdrawal
If you validly withdraw, we reimburse all payments received without undue delay and no later than 14 days from the day we are informed, using the same means of payment you used (through Stripe). For the free 1-day offer no payment was made, so there is nothing to reimburse.
5. Relationship with the Refund Policy
See our Refund Policy for how refunds are handled in practice, including technical faults.
6. Contact
Withdrawal notices and questions: clienti@flashsim.com.
