Refund policy

Refund Policy

eSIME.shop offers a 30-day refund guarantee. If you experience any issues, please contact customer support via email, phone, or live chat for prompt assistance.

Refund Eligibility Rules

Full Refund Conditions

Orders qualify for a full refund if they meet any of the following criteria:

  • Unscanned & Unactivated eSIM: The QR code has not been scanned or installed.

  • Scanned but Unactivated eSIM: The eSIM has been installed but not activated. Requirement: Delete the eSIM from your device and submit a screenshot showing its removal.

  • USA eSIM Cancellation (Timely Request): The refund request is submitted at least 3 days before the scheduled start/activation date.

Partial Refund Conditions

  • USA eSIM Cancellation (Late Request): If you request a refund less than 3 days before the scheduled activation date, a fee will be deducted based on how close you are to the start date:

    • 2 days before activation date: A 1-day service cost will be deducted.

    • 1 day before activation date: A 2-day service cost will be deducted.

Non-Refundable Scenarios

A refund will not be issued under the following conditions:

  • Activated or Used eSIM: The eSIM has been successfully activated or data has been consumed.

  • Passed Service Dates / Expired USA eSIMs: The scheduled service dates have passed or all service days have run out.

  • Expired QR Codes: The QR code was issued over 30 days ago and has expired without being used. (Note: Expired eSIMs may be exchanged for a new one, but are non-refundable).

  • Unresolvable Technical Factors: Issues arising from misuse, or local network coverage limitations beyond company control.

  • Lack of Support Cooperation: Requests made without contacting customer support or refusing to assist support in troubleshooting the issue.

How to Request a Refund

  1. Submit Request: Email support@eSIME.shop with your Order Number and reason for the request.

  2. Provide Proof: Supply any required documentation (e.g., a screenshot confirming an unactivated eSIM has been deleted from your device).

  3. Status Review: Customer support will inspect your eSIM status and reply within 18 hours with the approval decision (full refund, partial refund, or ineligible).

Processing & Payout Timeline

  • Approval & Processing: Once approved, refunds are processed internally within 48 hours.

  • Payment Method: Refunds are automatically credited back to your original payment method.