Return & Refund Policy

1. General Policy

All eSIM purchases are considered digital products and are delivered electronically. By completing a purchase, you agree to this Return & Refund Policy.

2. Non-Refundable Conditions

Due to the nature of digital products, eSIM purchases are non-refundable once:

• The eSIM QR code has been delivered.
• The eSIM has been installed or activated.
• The eSIM usage period has started.
• The customer purchased the wrong destination, plan, or device type.

3. Refund Eligibility

A refund may only be approved under the following conditions:

• The eSIM has not been delivered to the customer.
• The QR code has not been scanned, installed, or activated.
• There is a verified technical issue caused by our system or provider.
• The issue cannot be resolved after support investigation.

4. Device Compatibility

Customers are responsible for ensuring that their device supports eSIM technology and is not carrier-locked before purchasing. Refunds will not be issued for device incompatibility or locked devices.

5. Activation & Connectivity Issues

If you experience activation or connectivity issues, please contact our support team. We will assist with troubleshooting and investigate the issue with our provider where necessary. Refunds are only issued if the issue cannot be resolved and is confirmed not to be caused by the customer’s device, location, settings, or misuse.

6. Refund Process

Approved refunds will be processed to the original payment method within 5–10 business days. Processing times may vary depending on your bank, card issuer, or payment provider.

7. Contact Us

For refund requests or support, please contact us at support@esimxpress.net .