Refund policy

If your payment went through but we could not issue a working eSIM, the order is marked failed and refunded in full to the original payment method. You do not need to file anything.

How long the money takes to land after we start the refund depends on your payment channel and card issuer, which is outside our control.

Once an eSIM profile is issued it cannot be taken back — it has already been written into the carrier-side system, and our upstream has already billed us for issuing it. So a successfully provisioned plan cannot be refunded, whether or not you actually installed or used it.

This is not the same as the rules for physical goods; physical SIM cards are covered in section 7. Please confirm your device meets the conditions before buying — see section 4 below.

If the eSIM was provisioned but a demonstrable technical fault makes it completely unusable (for example an invalid profile, or an upstream line that was never activated at the destination), contact us with your order number and the exact message you saw. We will review it by hand and refund where the problem is on our side or our supplier's.

"Demonstrable" is the key word: we need to be able to see the problem in the order and line status, not only a description that it does not work.

These are avoidable before purchase, so they fall outside refunds.

An order whose payment never completed is not charged, and you can simply order again. If you find the same order charged twice, contact us with the transaction reference from your payment channel and we will reconcile it and return the excess.

Send it through our contact page with your order number and what happened. We review these by hand and reply by email.

We do not currently promise a fixed turnaround. Rather than publish a number of days we have no staffing to back, we will say it plainly: we reply as quickly as we can, and we will keep you posted while we look into it.

This section applies to physical SIM cards. A physical SIM card is not returnable or exchangeable once sold. If we confirm a quality issue, we send a free replacement and you do not need to return the original card.

Shipping is included in the price. We currently deliver only to mainland China and Hong Kong. After payment, our team processes the order manually and ships as soon as we can. We do not promise a fixed dispatch time. After the carrier and tracking number are added, they appear on the order details page.