At ETravelSim, we specialise in digital eSIM products delivered electronically via email or QR code, or in the ETravelSim mobile app, immediately after purchase. Because our eSIMs are intangible digital goods and not physical items, traditional product returns do not apply — there is nothing to ship back to us.

However, we understand that issues can occasionally arise, and we are committed to ensuring every customer has a fair and transparent resolution path. This Return Policy explains how returns are handled at ETravelSim and how they relate to our Refund Policy.

Nature of Our Products

All ETravelSim eSIM packages, recharge plans, and regional bundles are delivered as digital activation codes (QR codes and manual installation details). Once a QR code is generated and sent to the customer's registered email address, the eSIM is considered delivered. As digital goods cannot be physically returned or "un-delivered," any concerns regarding your purchase are addressed through our refund process rather than a return process.

When a Return / Refund Request May Be Considered

In place of a physical return, ETravelSim accepts requests for resolution within 5 days of purchase for the following reasons:

Non-delivery of the product:

If you have not received the activation email containing your eSIM details due to a mail delivery issue. Depending on the order value, ETravelSim may require you to first submit proof of a missing-item report filed with your email service provider.

Irreparable defects with the eSIM:

While all our products are thoroughly tested before release, unexpected technical errors may occur. Such cases must be submitted to our Support Team for review and approval.

Product not-as-described:

Requests of this nature are reviewed on a case-by-case basis and are subject to approval. To avoid this, customers are strongly encouraged to read the full product description, coverage list, and validity terms before completing their purchase.

Important — Device Compatibility

Please note that we do not accept return or refund requests in cases where the customer's device is not eSIM-compatible. It is the customer's responsibility to verify eSIM compatibility before purchase. We strongly recommend:

·       Checking your phone manufacturer's official website

·       Visiting our Device Compatibility Checker

·       Reaching out to our support team for free consultation prior to ordering

Charges Applicable on Approved Refunds

Where a refund is approved in lieu of a return, a transaction fee of $5 USD or 30% of the order value (whichever is greater) will be deducted from the refund amount. This covers payment processor fees and operational costs already incurred on the digital order.

Resolution Timeline

Once a refund request is approved, the amount will be processed and credited back to the original payment method within 15 days from the date of approval. Processing times by your bank or card issuer may add a few additional business days.

How to Submit a Request

To raise a return or refund request, please contact our support team via:

·       Email through our Contact Us page

·       WhatsApp support listed at the footer of our website

Please include your order number, registered email, device model, and a brief description of the issue. The more detail you provide upfront, the faster we can resolve your request.

Need Help Before You Buy?

We'd much rather help you get your eSIM working than process a refund. If you're experiencing activation or connectivity issues, please first visit our eSIM Troubleshooting Guide — most issues are resolved within minutes.