Refund Policy

1. Immediate digital content

When you pay, we issue the eSIM and send activation details by email (a copy is also kept in your dashboard). By checking out you ask us to start supply at once and acknowledge that you lose the 14-day cooling-off right in the Consumer Contracts Regulations 2013 once those credentials exist. That does not remove your rights under the Consumer Rights Act 2015 if the product is faulty, not as described, or not fit for the purpose we stated.

Full contract terms: Terms & Conditions. How we send the eSIM: Delivery Policy.

2. When we refund

We will refund (or re-issue at your choice, where that is a suitable remedy) if:

• payment was taken but the eSIM was never delivered and cannot be shown in the dashboard after a reasonable check;
• the issued profile is defective (for example the activation code is invalid on a compatible, unlocked eSIM device when used as instructed);
• the plan is not as described on the store page at the time of purchase (material mismatch of data volume, validity, or listed coverage region);
• we cancel the order before issue;
• UK law otherwise requires a refund.

Approved refunds are returned to the original payment method where the provider allows it, or credited to your eSIM24 wallet. We aim to instruct the refund within 14 days of agreeing it. Card schemes then take their own time to show the credit.

3. When we do not refund

• Change of mind after the eSIM has been issued, including unused data on a valid profile.
• The eSIM has attached to a host network (consumed digital content) unless the profile itself is faulty.
• Device incompatibility, locked carrier SIM slots, or OS versions that do not support eSIM — compatibility is your check before purchase.
• Local radio conditions, roaming partner congestion, or speeds below 5G marketing on a cell that only offers 4G.
• Travel cancelled, route changed, or you bought the wrong volume.
• Wallet top-up that succeeded: the GBP balance is available to spend on this platform. Unused wallet credit is not cashed out except where UK law requires it or we agree in writing.
• Chargebacks raised without first contacting us may lead to account suspension while we investigate.

4. How to request a refund

Email [email protected] from the account mailbox, with:

• order number;
• ICCID or plan name if you have it;
• what went wrong and, for install faults, device model and a short description of the error shown.

We may ask you not to delete the profile until we have checked with the supplier. Do not raise a card dispute in parallel unless we have failed to respond; duplicate recovery can freeze the wallet.

5. Partial remedies

If only part of an order failed (one line in a multi-eSIM cart), we refund or re-issue that line. If a statutory price reduction applies, it is calculated against the price you paid for the affected plan.

6. Contact

ESIM24 DIGITAL NETWORKS LTD
[email protected]