Can I return an eSIM and get my money back?
Until the eSIM is installed, we refund it in full. After installation you can withdraw within 14 days of purchase, less the part already used.
As long as the eSIM is not installed on a phone, you can ask for a refund and you’ll get the whole amount back: the profile has not been issued to anyone, so nothing has been used.
After installation, the statutory right to withdraw from the contract within 14 days of purchase applies. We then refund the price less the part of the service provided up to the moment you withdraw. If the eSIM is installed but data never worked, ask for a refund and describe the problem; every such request is looked at by a person.
You request a refund from your account, next to the purchase in question. The money goes back the same way you paid.
Also worth reading
- I bought a plan, but my phone doesn’t support eSIM. What now?Don’t install it. Until the eSIM is installed, we refund the money in full; ask for a refund in your account.
- Data over the eSIM isn’t working. What do I do?Check that data goes through the eSIM and that its data roaming is on, then turn aeroplane mode on and off. Still nothing? Write to us from your account.