Because an eSIM is a digital product, this policy explains exactly when a refund is available and how to request one. If anything is unclear, just email hello@esimtrips.com and we'll help.
When you can get a full refund
You are entitled to a full refund for any eSIM that has not been installed on a device. An eSIM is considered "not installed" while it has not yet been downloaded/activated — you can see this in your account, where the eSIM shows as Ready to install.
After an eSIM has been installed
Once an eSIM has been installed and activated (connected to a network), it has been used and consumed and is no longer refundable, in line with standard practice for digital products. If your installed eSIM is not working as expected, please contact us first — we'll troubleshoot it with you and put things right.
Something not working?
If an eSIM is faulty or does not work at your destination despite following the setup steps, contact us at hello@esimtrips.com. Where the fault is on our side, we will provide a replacement or a full refund.
How to request a refund
- In the app: open the eSIM and choose “Refund uninstalled eSIM” under Manage.
- By email: write to hello@esimtrips.com with your order details.
How long refunds take
Approved refunds are issued to your original payment method (via Stripe), typically within a few business days.
Contact
esimtrips, Tenacity, Hoggington Lane, Southwick, Trowbridge, BA14 9NR, United Kingdom · hello@esimtrips.com