Refund & Replacement Policy

Last updated: 2026-06-12

1. Overview

At Esima (operated by ESIMA LTD), your connectivity and your satisfaction matter to us. Because we sell digital eSIM data plans that are provisioned and delivered instantly, our refund policy is tailored to the nature of digital connectivity products. Please read it carefully before you purchase.

Important: Nothing in this policy limits or excludes any rights you have under the mandatory consumer-protection laws of your country of residence. Where local law grants you greater rights, those rights apply.

2. Nature of an eSIM Plan

An eSIM data plan is digital content. Once we deliver your QR code and activation details, the digital content has been supplied to you. By completing checkout you expressly consent to the immediate supply of this digital content and acknowledge that, once it has been delivered and/or the eSIM has been installed or used, your right of withdrawal may be lost (in line with Article 16(m) of EU Directive 2011/83/EU and equivalent UK law).

3. When You Are Eligible for a Refund or Replacement

You are eligible for a full refund or a free replacement in the following cases:

• Faulty eSIM: The eSIM cannot be installed, fails to provision, or cannot connect to a network at the covered destination due to a fault on our side, and our support team is unable to resolve it — in which case, at your choice, we provide a free replacement or a full refund
• Not yet installed / not activated: You have not installed the eSIM, the QR code has not been scanned, and no data has been used — requested within 30 days of purchase
• Barely used: You installed or activated the eSIM but used less than 100 MB of data and request a refund within 30 days of purchase
• Non-delivery: You did not receive your eSIM within a reasonable time and our support team could not deliver or re-issue it
• Wrong plan delivered: You received an eSIM for a different destination or plan than the one you ordered
• Duplicate purchase: You accidentally purchased the same plan twice and the duplicate has not been used

4. When a Refund Cannot Be Issued

Refunds cannot be issued in the following situations:

• Data used: The eSIM has been activated and more than 100 MB of data has been consumed — the digital content has been used and cannot be returned for cash (store credit may be offered, see below)
• Device not compatible or carrier-locked: Your device does not support eSIM, or is locked to another carrier. Compatibility is the customer's responsibility and is clearly explained before purchase (see our Terms & Conditions)
• Expired validity: The plan's validity period has ended; unused data has no cash value and does not roll over
• Change of mind after installation: The eSIM has been installed/activated and you simply no longer want it
• Coverage or speed expectations: Normal variations in network speed or local coverage that are inherent to mobile networks and outside our control, where the eSIM is otherwise functioning
• Breach of our Terms: The plan was used in violation of our acceptable-use or fair-use rules

Store credit alternative. Even when a cash refund is not available — for example a change of mind after activation, data already used beyond the 100 MB allowance above, or a promotional/discounted purchase — we may offer store credit to your Esima account that you can put toward any future eSIM, so you are never left empty-handed. Store credit is offered at our discretion and is valid for 12 months.

5. We Will Try to Fix It First

Before issuing a refund we will work with you to get you connected:

• Installation help: Step-by-step guidance to install and activate your eSIM correctly
• Connectivity troubleshooting: Checking APN settings, data roaming, network selection, and provisioning status
• Free replacement: If your eSIM is genuinely faulty, we will re-issue a new eSIM at no cost

Please report any problem as soon as you notice it so we can resolve it while you still need the connection.

6. How to Request a Refund or Replacement

1. Contact our support team at or via our contact page
2. Provide your order number and the email address used for the purchase
3. Describe the issue, the device you are using, and the destination
4. Include any relevant screenshots or error messages (for example an installation or activation error)

Our team will review your request and respond within 24 hours (and usually much faster).

7. Refund Processing

• Approved cash refunds are processed within 5–7 business days
• Refunds are credited to the original payment method used at checkout; where store credit is agreed instead, it is added to your account immediately
• You will receive an email confirmation once the refund has been issued
• Depending on your bank or payment provider, it may take an additional 3–5 business days to appear in your account

8. Chargebacks

Please contact our support team before opening a chargeback with your bank or card issuer — we can almost always resolve issues faster than the chargeback process. Filing a chargeback without contacting us first may result in suspension of the associated eSIM and account while the dispute is investigated.

9. Your Statutory Rights

Depending on where you live, you may have statutory consumer rights (for example under the UK Consumer Rights Act 2015, the EU Consumer Rights Directive, or the Australian Consumer Law) that require digital content to be of satisfactory quality, fit for purpose, and as described. Those rights are in addition to, and not limited by, this policy.

10. Contact Us

If you have questions about this Refund & Replacement Policy, please contact us:

• Email:
• Help & support: Contact page · Help Center