Return Policy

At ETravelSim, we sell digital eSIMs, delivered by email (QR code) or in the ETravelSim app immediately after purchase. Because eSIMs are digital goods, there is nothing to ship back. Eligible cases are resolved with a refund instead, as set out below and in our Refund Policy.

Nature of our products

All ETravelSim eSIM packages, recharges and regional bundles are delivered as digital activation codes (a QR code plus manual installation details). An eSIM counts as delivered once the QR code has been sent to your registered email address.

When you can request a refund

Requests must reach us within 5 days of purchase.

Problems caused by us: full refund, no fee

  • Non-delivery: you did not receive the activation email. Depending on the order value, we may first ask for proof that you reported the issue to your email provider.
  • Irreparable defect: the eSIM cannot be made to work because of a technical fault on our side. Our Support Team reviews and approves these cases.
  • Product not as described: reviewed case by case and subject to approval.

Customer errors: refund minus a USD 5 fee

  • Order placed by mistake, for example the wrong plan or destination, or a duplicate order.
  • Phone not eSIM-compatible.

These requests are accepted only if the eSIM has not been installed or used.

Refund fee

When a refund is approved for a customer error, a fee of USD 5, or the equivalent in the currency you paid in at the exchange rate applied to your order, is deducted. It covers the cost of the eSIM profile and QR code, which are issued and paid for as soon as you order. The fee is never more than the amount you paid. No fee applies when the problem was caused by ETravelSim.

Check compatibility before you buy

  • Check your phone manufacturer's official website.
  • Use our Device Compatibility Checker.
  • Ask our support team for free advice before ordering.

Refund timeline

Once approved, the refund is credited to your original payment method within 15 days of approval. Your bank or card issuer may take a few extra business days.

How to submit a request

  • Email us through our Contact Us page or at support@etravelsim.com.
  • Message us on WhatsApp at the number in our website footer.

Please include your order number, registered email, device model and a short description of the issue. The more detail you give, the faster we can help.

Need help with installation?

We would much rather get your eSIM working than refund it. If you have activation or connection problems, first see our eSIM Troubleshooting Guide; most issues are solved in minutes.