Shipping, Warranty & Refund Policy

Last Updated: 24 AUG 2026

At Qeep Digital, our goal is to make eSIM technology simple, reliable, and accessible for customers across Sri Lanka. Every eligible order includes personalized compatibility verification, local setup assistance, and dedicated after-sales support to help you purchase with confidence.

This policy explains our shipping process, setup assistance, warranty coverage, and refund eligibility.

1. Shipping & Delivery

We provide free island-wide delivery for all eligible orders within Sri Lanka.

Orders are dispatched only after:

Device compatibility has been successfully verified (where applicable).
The required payment or reservation fee has been received according to the selected payment method.

Delivery Methods & Estimated Times:

🚀 Full Payment Orders: Shipped via Speed Post — estimated delivery 1–3 working days.
📦 COD Orders: Delivered via Sri Lanka Post or an authorized courier — estimated delivery 2–7 working days.

Delivery times may occasionally vary depending on the customer’s location, courier availability, and circumstances beyond Qeep Digital’s control.

Customers are responsible for providing an accurate delivery address and contact number. Qeep Digital is not responsible for delays or failed deliveries resulting from incorrect information provided by the customer.

2. Setup Assistance

Qeep Digital provides personalized setup assistance to help customers successfully complete the initial setup of the Smart eSIM Upgrade product.

Setup assistance is provided after the customer has received the product and completed the required payment.

Setup assistance is provided only for the specific smartphone that successfully passed compatibility verification before purchase.

Our goal is to ensure every eligible customer receives the necessary guidance during the initial setup process.

Customers are encouraged to contact our support team whenever assistance is required.

3. 7-Day Hardware Guarantee

If the product supplied by Qeep Digital is found to have a qualifying hardware or product issue that prevents it from functioning or completing the initial setup on the same device that successfully passed compatibility verification, please contact us within 7 days of receiving your order.

After verifying the reported issue, Qeep Digital will provide a full refund, subject to the conditions of our Refund Policy.

This guarantee applies only when:

The device successfully passed our compatibility verification before purchase.
The product has been used according to the setup instructions provided by Qeep Digital.
The reported issue is verified as a qualifying product or hardware issue.
The issue has not resulted from misuse, negligence, physical damage, or use with a different, unsupported, or incompatible device.

The 7-day full refund eligibility is separate from the 1-Year Limited Hardware Replacement Warranty. After the 7-day period, eligible hardware issues may be covered by the 1-Year Limited Hardware Replacement Warranty, which provides replacement only and does not include a refund.

4. 1-Year Limited Hardware Replacement Warranty

Every product purchased directly from Qeep Digital includes a 1-Year Limited Hardware Replacement Warranty, beginning from the original invoice date.

If a hardware defect occurs during normal use within the warranty period, Qeep Digital will inspect the returned product.

If the issue is confirmed to be covered under this warranty, Qeep Digital will provide a brand-new replacement unit at no additional product cost.

This warranty provides replacement only and does not include a refund.

5. Warranty Exclusions

The 1-Year Limited Hardware Replacement Warranty does not cover issues resulting from:

Physical, accidental, liquid, fire, heat, or other customer-caused damage.
Misuse, negligence, or improper handling of the product.
Improper installation or failure to follow Qeep Digital’s setup instructions.
Use of the product with a different, unsupported, or incompatible device.
Modification, alteration, or unauthorized repair of the product.
Loss or theft of the product.
Normal wear and tear or cosmetic damage that does not affect functionality.
Any issue that is not verified as a qualifying hardware defect.

The warranty applies only to the original product purchased from Qeep Digital and does not cover replacement or repair of other devices used with the product.

Important: These warranty exclusions apply to the 1-Year Limited Hardware Replacement Warranty. They do not override the separate 7-Day Hardware Guarantee or applicable provisions of the Refund Policy.

6. Warranty Claims

To submit a warranty claim, customers must:

Contact Qeep Digital before returning the product.
Provide the original invoice issued by Qeep Digital.
Cooperate with any troubleshooting steps requested by our support team.
Return the product for inspection.

Customers are responsible for the cost of returning the product to Qeep Digital for inspection.

Replacement products will be dispatched only after the returned product has been received and inspected by Qeep Digital.

If the warranty claim is approved, Qeep Digital will provide a brand-new replacement product and cover the shipping cost of sending the replacement to the customer.

If inspection determines that the reported issue is not covered under this policy, the warranty claim may be declined.

The 1-Year Limited Hardware Replacement Warranty provides replacement only and does not include a refund.

7. Refund Policy

Refunds are available only where specifically provided under this Shipping, Warranty & Refund Policy.

The 7-Day Hardware Guarantee provides a full refund when the conditions stated in Section 3 are satisfied and the reported product or hardware issue is verified by Qeep Digital.

Refunds are not available for reasons including:

Change of mind after purchase.
Failure to complete the recommended compatibility verification before purchase.
Use of the product with a different, unsupported, or incompatible device.
Misuse, negligence, improper installation, or failure to follow Qeep Digital’s setup instructions.
Physical, accidental, liquid, fire, heat, or other customer-caused damage.
Any issue that is not verified as being caused by a qualifying product or hardware issue.

Any refund approved under this policy will be processed after the reported issue has been verified and, where applicable, the product has been returned and inspected.

8. Our Commitment

Our priority is to provide customers with a reliable purchasing experience through:

Personalized compatibility verification before purchase.
Free device compatibility verification.
Free island-wide delivery.
Personalized setup assistance.
A 7-Day Hardware Guarantee with full refund eligibility for qualifying issues.
A 1-Year Limited Hardware Replacement Warranty.
Dedicated after-sales customer support.

We appreciate your trust in Qeep Digital and remain committed to providing professional service before, during, and after your purchase.

9. Contact Us

If you have any questions regarding this Shipping, Warranty & Refund Policy or require assistance, please contact us.

Qeep Digital

Website: https://qeep.lk

Email: hello@qeep.lk

WhatsApp & Phone: +94 720 522 522