Refund Policy

1. General

At eSIMX, we value our customers and understand that situations may arise where a refund may be requested. This Refund Policy explains when and how we issue refunds.

2. Unused eSIMs

If your eSIM has not been installed on any device, you can request a full refund within 14 days of the original purchase date.

3. Installed or Activated eSIMs

Once an eSIM has been installed or has used any data, it is no longer eligible for a refund, except in the following case:

  • The eSIM does not work because of a problem on our side or with the network, and our support team cannot resolve it after troubleshooting with you. In this case, we will refund the unused portion of your data plan, or the full amount if no data could be used.

To help us resolve the issue, please contact us while the plan is still valid and provide the details our support team asks for, such as screenshots of your device settings.

4. Non-refundable Circumstances

No refunds will be granted under the following circumstances:

  • The eSIM has been installed and works as described, including when it was purchased by mistake or your travel plans have changed.
  • The data has been used up or the plan has expired.
  • The eSIM was installed on a device that is not compatible with eSIM or is carrier-locked.
  • The refund request is made more than 14 days after purchase for an eSIM that has not been installed.

5. Requesting a Refund

To request a refund, please contact our customer service at [email protected] or through the contact form on our website, and include your order number. Our support team is available 24/7 and usually replies within 2 hours.

6. Processing Refund

Approved refunds are returned to your original method of payment: orders paid with your eSIMX wallet balance are refunded to your wallet, and orders paid by card or other payment methods are refunded to the same method. Please allow up to 14 days for the refund to be processed.

7. Changes to the Refund Policy

We may update our Refund Policy from time to time. Any changes will be posted on this page. We encourage customers to review our Refund Policy periodically to stay informed about our practices.

If you have any questions regarding our Refund Policy, please contact us at [email protected].