Information

Refund Policy

Last updated: August 27, 2026

At eSIM.site, we want every customer to have a smooth connectivity experience, and our support team works hard to fix any issue before a refund is ever needed. This Refund Policy explains when a refund can be considered and how the process works. By completing a purchase, you acknowledge and agree to the terms of this Policy.

1. Nature of eSIM Products

eSIMs are digital, non-tangible goods that are delivered instantly upon purchase. Once an eSIM is delivered, it reserves real inventory and cost with the underlying network provider. Once it has been installed on a device or has consumed any data, it is considered used. For these reasons, eSIM purchases are treated as final, subject only to the limited exceptions below.

2. Our Refund Principle

As a general rule, we do not issue refunds. A refund is considered only when all three of the following are true:

  • The eSIM is completely non-functional (it cannot connect to any network at all at the destination);
  • The issue could not be resolved after troubleshooting with our customer care team through the support ticket system; and
  • You have provided proof that the service is not working (see Section 5).

Partial issues such as slower-than-expected speeds, weaker coverage in specific spots, or throttling under a Fair Usage Policy do not qualify. Only a confirmed, complete service failure does.

3. When a Refund May Be Approved

A refund request will be reviewed when the following checklist is met:

  1. You opened a support ticket describing the problem, ideally while still at the destination;
  2. You completed all troubleshooting steps requested by our support team (see Section 6);
  3. Despite troubleshooting, the eSIM still cannot connect to any supported network;
  4. You provided the required proof of the failure (see Section 5);
  5. Our team was able to confirm the fault with the underlying network provider.

In addition, the following limited cases may be refunded at our discretion:

  • Duplicate purchases made by accident, provided the duplicate eSIM has not been installed or used;
  • Billing or charging errors on our side (for example, being charged twice for one order).

4. Device Compatibility: Your Responsibility

If your device does not support eSIM, or is carrier-locked, no refund will be issued.

We state clearly across the website, before every purchase, that an eSIM-compatible and carrier-unlocked device is required. Verifying compatibility is your responsibility and takes less than a minute:

  • Check your exact device model on our Compatible Devices page before you buy;
  • Or dial *#06# on your phone: if an EID number is displayed, your device has an eSIM chip (you must still confirm it is carrier-unlocked).

Purchases made for incompatible or carrier-locked devices are not eligible for a refund under any circumstances.

5. Required Proof of Service Failure

Every refund request based on a technical issue must include evidence that the service is not working. Requests without proof will be declined. Please provide:

  • Your device model and operating system version (e.g., iPhone 15 Pro, iOS 18);
  • A screenshot showing the eSIM installed and the line enabled in your device settings;
  • A screenshot showing that Data Roaming is turned ON for the eSIM line;
  • A screenshot of the APN settings, where our team has asked you to configure them;
  • A screenshot of the no-service or error state (signal indicator, "No Service", or the specific error message);
  • The location (city/area) where you tested the eSIM and the approximate date and time of your attempts.

6. Troubleshooting Requirement

Before any refund request can be reviewed, you are required to cooperate with our support team on troubleshooting, which may include:

  • Confirming your device model and iOS/Android version;
  • Verifying that the eSIM was installed correctly and the line is enabled;
  • Confirming that data roaming is enabled on the eSIM line;
  • Confirming the APN configuration matches the plan documentation;
  • Performing a device restart and/or a manual network selection;
  • Testing the eSIM within the advertised coverage area;
  • Providing the screenshots listed in Section 5 when requested.

Refund requests submitted without completing the troubleshooting process will be rejected.

7. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

  • The eSIM works but is slower than expected, has weak signal in certain locations, or is throttled under a Fair Usage Policy;
  • The eSIM has been installed, activated, or has consumed any amount of data (except a confirmed complete failure per Section 2);
  • The device is not eSIM-compatible or is carrier-locked (see Section 4 and our Compatible Devices page);
  • The wrong destination country, plan type, or data amount was purchased;
  • The eSIM was installed incorrectly, deleted, or removed from the device by the user;
  • The user failed to enable data roaming, select the correct APN, or follow the installation instructions provided;
  • Poor performance caused by local network congestion, weather, the user's physical location (remote areas, basements, tunnels), or device settings;
  • The validity period expired, or the eSIM was never installed within the activation window;
  • The customer refused or was unable to cooperate with troubleshooting, or did not provide the required proof;
  • Chargebacks or disputes opened without first contacting our support team;
  • Plans purchased during promotional events that were explicitly marked as non-refundable;
  • Top-up / refill packages applied to an eSIM that has been used;
  • Gift cards, once redeemed, and wallet / store credit, loyalty points, or referral rewards (these have no cash value and cannot be converted to money).

8. How to Request a Refund

All refund requests must be submitted through our support ticket system, which is the only official channel for refund inquiries. To open a ticket:

  1. Log into your account on eSIM.site;
  2. Navigate to the Support or Help section;
  3. Open a new ticket and select the category "Refund Request";
  4. Provide the following information:
    • Order number or ICCID;
    • Email used at purchase;
    • Reason for the refund request;
    • Device model and operating system;
    • The proof described in Section 5.

We do not process refund requests submitted by email, social media, phone, live chat, or any other channel. Only tickets opened through the official support system will be reviewed.

9. Refund Processing Time and Method

  • Review: Refund requests are typically reviewed within 3–5 business days from the completion of troubleshooting.
  • Approval and processing: Approved refunds are initiated within 5–10 business days of approval.
  • Credit back to payment method: Depending on your bank or payment provider, funds may take an additional 5–15 business days to appear on your statement.
  • Refund method: Approved refunds are issued to the original payment method, or, where you agree or the original method is no longer available, as wallet credit on your eSIM.site account.

10. Currency and Fees

Refunds are issued in the same currency as the original purchase. Any currency conversion differences, bank fees, or payment processor charges are the responsibility of the customer. eSIM.site is not responsible for losses caused by exchange rate fluctuations between purchase and refund.

11. Chargebacks

We strongly encourage you to contact us via the ticket system before initiating a chargeback with your bank or card issuer. Unjustified chargebacks may result in the suspension of your account, revocation of the associated eSIM(s), and the forfeiture of any remaining credit. We reserve the right to dispute chargebacks with documentation showing the eSIM was delivered and used.

12. Cancellations

Because eSIMs are delivered instantly, orders cannot be cancelled once payment has been confirmed and the eSIM has been issued. The one exception is scheduled orders placed through the Travel Planner: an eSIM that has not yet been provisioned for its travel date can be cancelled by opening a support ticket before the scheduled provisioning date.

13. Promotional Purchases and Bundles

Plans purchased with promotional codes, gift cards, loyalty rewards, or as part of a bundle may be subject to additional or different refund rules, as disclosed at the time of purchase. Promotional discounts are not refunded in cash, and any approved refund is limited to the amount actually paid.

14. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our operations, Provider terms, or applicable law. The revised version will be posted on this page with an updated "Last updated" date. The policy in effect at the time of your purchase will apply to that purchase.

15. Consumer Rights

Nothing in this Refund Policy limits any mandatory consumer rights you may have under the laws of your jurisdiction. Where local law provides stronger consumer protections, those rights prevail.

16. Contact Us

All refund-related communication must take place through our support ticket system, accessible from your account dashboard. We do not handle refund requests through any other channel. Our team typically responds to tickets within 24 hours.