Last updated July 2026
This policy applies to eSIM products purchased directly through esimple.store.
It should be read together with our Terms of Service.
Nothing in this policy limits statutory consumer rights.
If an eSIM does not work, contact us while you are in the covered destination and while troubleshooting remains possible.
Include:
Do not delete the eSIM unless support instructs you to do so.
You are eligible for a full refund where:
A missing email does not necessarily mean that the eSIM was not delivered. We may resend the eSIM to the verified purchase email or make it available through your account.
We may provide a full refund where:
We may refuse a discretionary change-of-mind refund where the QR code or activation credentials have been misused, transferred, disclosed publicly or associated with suspected fraud.
Any statutory cancellation rights continue to apply separately.
Where you expressly requested immediate supply of the eSIM and acknowledged the effect on the statutory cancellation right, the change-of-mind cancellation right may end once digital supply begins.
This does not affect your rights where the product is faulty, misdescribed or not supplied as agreed.
Where the eSIM has been installed but has not connected or consumed data, we will assess whether:
A full refund may be provided where no service has been consumed and the supplier permits cancellation.
Some installed eSIMs cannot be returned or reissued because the activation profile is unique to the device.
You may be eligible for a full or partial refund where:
Depending on the circumstances, we may first offer:
If the problem cannot be corrected within a reasonable period, we will consider a refund.
A full refund is not automatically available merely because:
We may provide a partial or full refund where the service was materially below its description or substantially unusable for a significant part of the purchased validity period.
We will consider:
Unlimited/day-pass plans contain a daily high-speed allowance followed by reduced-speed data.
Reduced speed after the allowance has been exhausted is not a service fault where it was clearly disclosed before purchase.
Post-fair-use speed is best-effort and may vary because of local network conditions.
A refund may nevertheless be considered where the reduced service is materially different from the product description or the plan becomes substantially unusable because of a confirmed supplier fault.
You are responsible for confirming that the exact device is eSIM-compatible and network-unlocked before purchase.
A discretionary refund may be available where:
A refund may be refused where the eSIM has been installed or consumed and the incompatibility or carrier lock was not caused by incorrect information supplied by us.
Where our compatibility information was materially incorrect, statutory remedies may apply.
Where you purchased the wrong plan, contact us immediately.
A full refund or exchange may be available where:
Once installed, activated or used, the plan may no longer be refundable.
Any price difference for an exchange must be paid or refunded as appropriate.
If you entered the wrong email address, contact us with the order details and payment-verification information.
Where ownership of the order can be verified, we may update the email address and resend access.
Entering an incorrect email address does not by itself create a refund entitlement where the eSIM was successfully provisioned and can safely be recovered.
A duplicate order may be refunded where:
Where both plans have been installed, activated or consumed, the refund may be refused or reduced.
Do not delete an eSIM until you have finished using it.
Many eSIM profiles cannot be installed again or transferred.
A refund is not normally available where the customer deletes a functioning eSIM contrary to the instructions.
We will attempt restoration or replacement where the supplier technically permits it.
Viewing a QR code does not necessarily mean that an eSIM has been installed or used.
However, because a QR code is a sensitive digital credential, we may verify:
Refund eligibility will be determined according to actual installation and consumption status, supplier cancellation capability and fraud risk.
Refunds are not normally available where:
Where an uninstalled and unused plan remains cancellable, we may provide a refund under section 4.
Contact us immediately if:
Where we cannot correctly apply or replace the top-up, we will refund the affected top-up payment.
Report an unauthorised transaction promptly.
We may require reasonable verification and may suspend the associated eSIM during investigation.
We may refuse or reverse a refund where there is evidence of:
This does not prevent a customer from exercising rights against their bank or card issuer.
Contact us before initiating a chargeback so that we have an opportunity to investigate.
Initiating a chargeback does not remove statutory rights.
Where a chargeback is opened, we may provide the payment provider with relevant order, delivery, installation, usage, support and fraud-prevention records.
A full refund returns the amount paid to us for the eligible product.
A partial refund may take into account:
We do not reimburse independent charges imposed by banks, card issuers, home mobile operators or other third parties.
Currency-conversion movements may mean that the amount received in another currency differs slightly from the original converted amount.
Approved refunds will normally be returned to the original payment method.
We will initiate an approved refund without undue delay.
Once initiated, payment providers and banks may take approximately 5–10 business days to display the refund. This processing time is outside our direct control.
Submit a request through our contact form or email support@esimple.store.
Include:
We will acknowledge the request and provide a support reference.
We may limit discretionary refunds where there is a pattern of:
This section does not limit statutory rights.
The policy applicable to an order is normally the version in force when the order was placed.
We may update this policy for future purchases to reflect changes in law, suppliers, products or operations.