At Esimall, we strive to ensure customer satisfaction with every eSIM purchase. However, due to the digital nature of eSIMs and the immediate delivery of activation details, our refund policy is outlined below:

1. Non-Refundable Cases

• eSIMs that have already been activated, scanned, or installed on a device.
• Incorrect purchase due to user error (e.g., selecting the wrong country, carrier, or data plan).
• Incompatibility with your device due to lack of eSIM support or carrier restrictions.
• Poor signal or speed issues that are due to local carrier infrastructure.
• Failure to follow installation instructions or activate within the required time frame.

2. Eligible Refund Cases

We may offer a partial or full refund in the following circumstances:

• You did not receive your eSIM QR code or activation details within 24 hours of purchase.
• The eSIM is proven to be technically faulty and cannot be used after troubleshooting with our support team.
• Duplicate payment for the same eSIM or data plan.

3. Requesting a Refund

To request a refund, please contact us within 7 days of your purchase at [email protected] with the following information:

• Order number
• Device model
• Description of the issue (with screenshots if applicable)

4. Processing Time

Approved refunds will be processed within 5–10 business days, and the amount will be returned to your original method of payment.

5. Customer Support

If you experience any issues with your eSIM, we encourage you to contact our 24/7 support team before requesting a refund. Most technical problems can be quickly resolved.