Return and Refund
Policy

• esimuni or its partner delivered the wrong country, plan or quantity compared with the paid order.
• The eSIM could not be issued, installed or connected due to a technical fault on esimuni's or the partner's side, and it still cannot be used after completing all support steps.
• The customer was charged but the order was not recorded, or the same transaction was paid twice.
• The cancellation request was sent before the partner accepted issuance and esimuni confirms no cost has been incurred.

After verification, esimuni may issue a replacement eSIM, refund part of the payment, or refund up to 100% of the amount paid for the faulty eSIM. The exact option depends on the cause, usage status and whether the issue can be fixed.

• Devices that do not support eSIM, are carrier-locked, or are incompatible with networks at the destination.
• The customer entered the wrong email, chose the wrong country, validity or data amount, or changed their mind after purchase.
• The eSIM has been deleted from the device, moved to another device, or installed against the instructions.
• The eSIM has expired, its data has been used, or the request was sent after the plan's validity period.
• The customer did not provide the necessary information or did not cooperate with reasonable troubleshooting steps.
• Weak signal, loss of coverage or interruptions caused by coverage, local carrier infrastructure, or force majeure events.
• Costs beyond the value of the eSIM, such as roaming, other SIMs, devices, accommodation or travel.
• Requests showing signs of fraud, abuse, repeated refunds, or violations of the Terms of Use.

1. Create a support ticketSelect the correct order and the eSIM that needs checking.
2. Provide the detailsOrder number, purchasing email, device, country of use and when the problem started.
3. Attach evidencePhotos or videos of the error, the eSIM status, mobile data settings and the transaction code if available.
4. Cooperate with checksKeep the eSIM on the device and follow the support steps before a conclusion is reached.

esimuni aims to complete the review and notify you of the result within 3–5 business days of receiving all the information. Cases that require reconciliation with carriers or partners may take longer and will be updated in the ticket.

Approved refunds go back to the original payment method. When the money appears depends on the payment gateway, bank or PayPal. Creating a ticket does not mean the request is guaranteed to be approved; the refund never exceeds the amount actually paid for the eSIM concerned.