Refund & Replacement Policy

An eSIM is a digital product issued by a network or supplier. Please check your device and plan conditions before purchasing.

After an eSIM has been issued

Once the eSIM QR code has been generated, a change of mind, an incompatible or carrier-locked device, or a change in travel plans does not qualify for a refund. An unused or unscanned QR code does not by itself make an issued eSIM refundable.

When we can help

Contact us if your eSIM was not delivered, or if it appears faulty. We will check the order, device settings and supplier status. If a supplier or eSIM fault is confirmed and cannot be resolved, a replacement or refund may be provided.

Request a review

Send your order reference, purchase email and a description of the issue through our support channels. Keep the eSIM installed while we investigate. Share screenshots privately with support; do not post QR codes or installation credentials publicly.

Approved refunds

We will confirm the outcome and any refund details with you. The time for money to appear depends on the payment provider and your bank. Applicable statutory rights are not excluded by this policy.

See also our Delivery Policy and Terms & Conditions.