Returns &
Refund Policy
We want you to be completely satisfied with your purchase. Here's everything you need to know about returns and refunds.
Return Requirements
You have 30 days from delivery to request a return. To qualify, your item must meet these requirements:
Return Fees & Deductions
What you get back depends on which product you bought and whether it has been activated or used. There is no single flat fee.
| Product | Status | Refundable? | What we deduct |
|---|---|---|---|
| Data Only eSIM | Generated but not activated or used | Yes | Payment transaction fee only — no restocking fee |
| Data Only eSIM | Past its activation date, never used | Yes | 20% eSIM activation service fee on the order total, plus the transaction fee |
| Data Only eSIM | Activated and used | No | — |
| eSIM that includes voice or SMS | Once the eSIM has been generated | No | — |
| Physical SIM card | Unactivated, unopened, original packaging | Yes | 20% restocking fee on the order total, plus the transaction fee. You pay shipping both ways. |
| Physical SIM card | Activated | No | — |
| Any product | Faulty, damaged, or wrong item sent | Yes — in full | Nothing. We cover it. |
Transaction fees are charged by your payment provider and are not recoverable by us:
| Payment Method | Domestic | International |
|---|---|---|
| Credit Card | 1.75% + $0.30 | 3.25% + $0.30 + 2% conversion |
| PayPal | 2.6% + $0.30 | 3.6% + $1.00 + 4% conversion |
eSIM Return Policy
Data Only eSIMs. If the eSIM has been generated but you have not activated or used it — for example you bought the wrong destination — contact us and we will refund you, deducting only the payment transaction fee. We do not charge a restocking fee in this case. If the activation date has passed and the plan was never used, we can still refund you, less a 20% eSIM activation service fee calculated on the order total, because the plan has already been provisioned with our supplier.
If your eSIM includes voice or SMS, it cannot be refunded once the eSIM has been generated — the number and service are allocated to you at that point.
In addition, no eSIM can be refunded if:
- close The eSIM profile has been deleted after installation
- close The plan has been activated and used
- close Your device is not eSIM compatible (despite confirmation during purchase)
- close For Orange eSIMs: PIN not entered during setup, making QR code invalid
Faulty or Damaged Products
Inspect your purchase immediately upon receipt. If your item is defective, damaged, or incorrect — contact us immediately. We'll arrange a replacement or full refund at no cost to you.
Items We Cannot Accept
- do_not_disturb_on Sale items
- do_not_disturb_on Gift cards
- do_not_disturb_on Activated SIM cards (unless faulty — contact us for assistance)
How to Return Your Item
Additional Information
Exchanges: We don't offer direct exchanges. If you need a different item, please return your original purchase and place a new order.
Compensation: We're unable to offer compensation beyond a full refund. If an issue is our fault and we can't resolve it, we'll honour our suppliers' policies and absorb all related losses.
Important: Please notify us of any issues as soon as possible, not after the service has ended.
Need Help with a Return?
Our team is here to make the process as smooth as possible. Contact us and we'll guide you through it.