Refund Policy
All sales are final
eSIMcity offers prepaid digital eSIM plans. Once payment is completed, orders are not eligible for a refund, return, cancellation, or exchange. Before you pay, please take a moment to confirm the destination, data allowance, validity period, and that your device supports eSIM. Purchasing an eSIM is a final digital product purchase, rather than a reservation that can be cancelled later.
Why refunds are not available
An eSIM is delivered electronically as soon as payment succeeds. The QR code and activation details are issued to your account immediately. Prepaid mobile data cannot be returned to inventory in the same way as a physical SIM card. Because the product is provided at once, all sales are final under this policy.
Unused plans and change of mind
We kindly ask for your understanding that unused eSIMs are not refundable. Leaving a profile uninstalled, unused, or unconnected does not create a right to a refund. A change of mind, a cancelled or postponed trip, leftover data, or expiry of the plan are not eligible for a refund. Unused profiles remain valid for 180 days to first use so you can install later — that window is for activation only and is not a cooling-off refund period.
Wrong destination, device, or coverage
Please choose your country or region carefully. We are unable to refund purchases made for the wrong destination, for a device that is incompatible, carrier-locked, or without eSIM support, or for travel outside the coverage listed on the plan page. We recommend reviewing the compatibility notes and coverage list before checkout. Installing the eSIM, scanning the QR code, or using any data does not change this rule.
If we cannot provide the eSIM
If payment succeeds but we are unable to issue a working eSIM profile, or the eSIM cannot activate on a compatible device that was installed correctly in a covered destination, please submit a support ticket through our ticket system and include your order ID. We will be happy to review your case and may reissue a replacement profile where appropriate. A replacement is not a cash refund and does not apply to user error, the wrong plan, incompatible hardware, or networks outside the destination you purchased.
Payments and chargebacks
If you believe you were charged more than once, please submit a support ticket through our ticket system with the relevant order IDs so we can review the payment. We kindly ask that you contact us through a support ticket before opening a dispute with your bank or card issuer. A chargeback does not cancel the eSIM by itself and may delay assistance with your order.
How to contact us
For any questions about your order or this policy, please submit a support ticket through our ticket system and include your order ID together with a brief description of the issue. We aim to respond as soon as we can. This page sets out eSIMcity’s store rules for digital eSIM purchases. It does not limit rights that cannot be waived under the mandatory consumer laws of your country.