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REFUND POLICY

Refund Policy

We want every customer to understand exactly when a refund can be requested. This policy applies to travel eSIM purchases made directly through EsimBrand.

48-hour refund request window: eligible cancellation or refund requests for an unused and unactivated eSIM must be submitted within 48 hours of the eSIM being delivered or made available.

1. Digital delivery

Digital delivery normally takes place within a few minutes after successful payment confirmation. In exceptional cases, provider processing, fraud checks, network availability or technical issues may delay delivery.

If the eSIM has not been delivered or made available within 48 hours after successful payment confirmation, please contact us at info@esimbrand.com so we can investigate the order.

An eSIM is considered delivered when the QR code, activation information or installation details are made available by email, customer account or another delivery method used by EsimBrand.

2. Refunds requested within 48 hours

You may request cancellation or a refund within 48 hours after the eSIM has been delivered or made available, provided that the eSIM remains unused and unactivated.

For a change-of-mind refund, all of the following conditions must normally be met:

  • The request is submitted within the 48-hour request window.
  • The eSIM has not been activated.
  • No mobile data, voice or SMS usage has been recorded where the purchased plan supports those services.
  • The eSIM has not been transferred, resold, duplicated or used in connection with another claim.
  • The request is made by the customer associated with the order or by an authorised representative.

Once the eligibility conditions are verified, an approved refund will normally be returned to the original payment method.

3. Meaning of activation

An eSIM may be considered activated when one or more of the following occurs:

  • the eSIM connects to a compatible mobile network;
  • the provider records the plan as started or activated;
  • data, voice or messaging usage is recorded;
  • the provider confirms that the eSIM has been activated on the device.

Receiving a QR code does not by itself necessarily constitute activation. Installing an eSIM without connecting it to a supported network may also remain unactivated, depending on the provider's technical records and the specific plan.

4. Requests submitted after 48 hours

Once 48 hours have passed from delivery or availability of the eSIM, change-of-mind refunds are not normally offered, even if the eSIM has not been installed or activated.

Examples of situations that are not normally refundable after the 48-hour request period include:

  • changing or cancelling travel plans;
  • purchasing an eSIM for the wrong destination;
  • choosing the wrong trip duration or plan;
  • deciding not to use the eSIM;
  • finding another provider or a different price later;
  • device incompatibility that could reasonably have been checked before purchase;
  • failure to follow the installation or activation instructions.

5. Activated or used eSIMs

Once an eSIM has been activated or usage has started, cancellations and change-of-mind refunds are not permitted.

This does not prevent us from reviewing a claim where a product is genuinely defective, the service materially fails because of a confirmed provider/platform issue, or a mandatory legal right applies.

6. Undelivered, defective or non-working eSIMs

If an eSIM does not work as expected, please contact support before deleting it from the device. We may ask you to complete reasonable troubleshooting steps such as checking installation status, selecting the correct eSIM for mobile data, enabling data roaming, verifying APN settings, checking device compatibility or testing an available local network.

Where a technical problem cannot be resolved within a reasonable period and our records confirm that the issue is attributable to the eSIM, provider or platform rather than the customer's device, configuration or local conditions, we may offer a replacement, partial refund or full refund as appropriate.

7. Device compatibility and local conditions

Before purchasing, customers are responsible for checking that their device:

  • supports eSIM technology;
  • is unlocked for use with other mobile operators;
  • permits eSIM installation and has not reached its eSIM profile limit;
  • is compatible with the relevant network bands and destination requirements.

Network performance and availability may vary by country, location, device, operator coverage, network congestion, buildings, terrain and other factors outside EsimBrand's direct control.

8. Duplicate orders, fraud and abuse

Duplicate orders or accidental repeat purchases may be reviewed individually. Requests involving suspected fraud, manipulation, abuse of the refund process, false information, repeated claims concerning the same eSIM or attempts to obtain a refund after recorded usage may be rejected where legally permitted.

9. How to request a refund

Send your request to info@esimbrand.com and include:

  • your order number or reference;
  • the email address used for the purchase;
  • the destination and plan purchased;
  • the reason for the request;
  • screenshots or technical information where relevant.

We may verify the request date, payment status, delivery status, activation state and recorded usage before approving or rejecting the refund.

10. Refund processing

When a refund is approved, EsimBrand will normally initiate it promptly to the original payment method. Depending on the bank, card issuer, payment provider and fraud checks, the refunded amount may take several business days to appear in the customer's account. In some cases this can take up to 10 business days.

11. Mandatory consumer rights

This policy is a commercial policy offered by EsimBrand. It does not exclude, restrict or replace any mandatory consumer rights that apply under applicable law. If any part of this policy conflicts with a mandatory legal requirement, that legal requirement will apply.

Last updated: 3 September 2026.