Skip to main content
Esimra

Refund Policy

Last updated: March 2026

Overview

Esimra wants you to be satisfied with your purchase. Because eSIMs are digital products that are consumed upon activation, our refund policy depends on whether the eSIM has been installed and activated.

1. Before Activation (Full Refund)

If your eSIM has not been installed or activated (the QR code has not been scanned and the eSIM has not connected to a network), you are eligible for a full refund within 30 days of purchase.

  • No questions asked.
  • Refund is processed to your original payment method.
  • Allow 5-10 business days for the refund to appear.

2. After Activation

Once the eSIM has been installed and connected to a mobile network, the data plan is considered consumed. Refunds for activated eSIMs are handled on a case-by-case basis. We may offer a partial refund or credit if:

  • You experience persistent connectivity issues that we are unable to resolve.
  • The eSIM does not provide coverage in the advertised destination.
  • A significant portion of your data allowance or validity period remains unused due to a service-side issue.

3. Technical Failures (Full Refund or Replacement)

If the eSIM fails to work due to a provisioning error, network configuration issue, or any other problem on our side, we will:

  • Option A: Resolve the issue and provide a working eSIM at no additional cost.
  • Option B: Issue a full refund if the issue cannot be resolved.

4. Device Compatibility

It is your responsibility to verify that your device supports eSIM before purchasing. If you purchase an eSIM for an incompatible device:

  • QR code not scanned: Full refund (treated as unactivated).
  • QR code scanned but eSIM rejected by device: Contact support — we will work with you to resolve or refund.

Check our installation guide for device compatibility information.

5. How to Request a Refund

To request a refund, please:

  1. Email [email protected] with your order ID (found in your confirmation email or account page).
  2. Briefly describe the reason for your refund request.
  3. Our team will review your request and respond within 2 business days.

6. Refund Processing

  • Approved refunds are processed to your original payment method via Stripe.
  • Processing time: 5-10 business days depending on your bank or card issuer.
  • You will receive an email confirmation when the refund is initiated.

7. Exceptions

Refunds will not be issued for:

  • Fully consumed data plans where the service was delivered as described.
  • Issues caused by local network conditions, device settings, or airplane mode that are outside our control.
  • Requests made more than 30 days after purchase for unactivated eSIMs.

8. EU Consumer Rights

Under the EU Consumer Rights Directive, you have a 14-day right of withdrawal for digital purchases. However, by purchasing and downloading/installing the eSIM, you acknowledge that the digital content delivery has begun and that the right of withdrawal is waived upon activation of the eSIM profile.

For unactivated eSIMs, the 14-day withdrawal right applies in full.

9. Contact

For any questions about this refund policy or to request a refund:

[email protected]

This refund policy is part of our Terms of Service.