eSIM data is a digital good delivered instantly. Because of that, our refund rules are specific — please read before you buy.
The general rule
Once an eSIM has been issued and its QR code or activation details revealed, or the profile installed, it is generally non-refundable. At that point the data allowance has been provisioned to you and cannot be returned or resold.
When we will refund
- Un-provisioned orders — you paid but no eSIM was ever issued (e.g. a provisioning failure on our side). Full refund.
- Proven-faulty eSIMs — the eSIM cannot be installed or fails to connect because of a defect on our or the carrier's side, and the issue can't be resolved with troubleshooting. Refund or replacement.
- Duplicate / accidental charges. Full refund of the duplicate.
What is not covered
We can't refund for: a device that turns out not to support eSIM or is carrier-locked (please check supported devices first); change of travel plans after the eSIM is installed; or normal coverage limitations in remote areas. We also can't refund data already used.
How to request
Email support@e-sim.net with your
order number (starts with ESM-) and a short description of the
problem. For faulty-eSIM claims, include your device model and what you saw
when activating. We aim to respond within two business days.