Refund and Cancellation Policy

Last updated: August 5, 2026

This Refund and Cancellation Policy applies to purchases made from eSIMConnect through esimconnect.com. eSIMConnect sells digital eSIM data plans delivered electronically. Because eSIM products are digital and may be activated immediately, refund eligibility depends on the status of the eSIM, device compatibility, data usage, and the nature of the issue reported.

1. Before You Purchase

Before placing an order, customers are responsible for confirming that their device is unlocked, eSIM-compatible, and supported in the destination where the plan will be used. eSIM plans require a stable internet connection for installation and may require data roaming to be enabled for the eSIM line after arrival at the destination.

2. Eligible Refund Situations

You may request a refund in the following situations:

• Unused eSIM: You purchased an eSIM but no longer need it, and the eSIM has not been installed, scanned, activated, or used.
• Incompatible or locked device: Your device is not eSIM-compatible or is carrier-locked, provided the eSIM has not been installed, activated, or used and you provide reasonable evidence of the incompatibility or device lock.
• Technical or coverage issue: You experience a connection issue caused by the eSIM service or supported network and contact support promptly so we can troubleshoot before the trip or during the affected period.
• Duplicate purchase: You accidentally purchased the same plan more than once and only one plan was used.

3. Non-Refundable Situations

Refunds are generally not available when:

• The eSIM has been installed, activated, or used for mobile data, except where a verified technical issue prevents service.
• The customer did not check device compatibility, destination coverage, or carrier lock status before purchase and the eSIM was already installed or used.
• The issue is caused by incorrect device settings, local network limitations, poor signal areas, device restrictions, or failure to follow installation instructions, after reasonable troubleshooting options are provided.
• The request is made after the plan validity period has expired or after the trip has ended without giving support a reasonable opportunity to troubleshoot.
• The customer deleted the eSIM from the device after installation and the eSIM cannot be reinstalled or recovered.

4. Partial Refunds and Store Credit

If an eSIM has been activated or partially used, eSIMConnect may offer a partial refund, store credit, replacement eSIM, or another reasonable solution depending on the amount of data used, the remaining validity, the destination, and the verified issue. Approved refunds are issued to the original payment method whenever possible.

5. How to Request a Refund

To request a refund, contact us through the contact page on esimconnect.com or by email at sales@esimconnect.com . Include your order number, the email used at checkout, destination, device model, screenshots of any error messages, and a short description of the issue.

6. Review and Processing Time

Submitting a refund request does not guarantee approval. We review each request based on order records, eSIM status, usage information when available, troubleshooting history, and applicable consumer protection laws. Approved refunds may take several business days to appear on your payment method depending on your payment provider.

7. Legal Rights

Nothing in this policy limits any non-waivable rights you may have under applicable consumer protection laws.