Refund policy
At eSimmer, we strive to provide exceptional service and ensure that our customers are satisfied with their purchases. Our Money-Back Guarantee Policy is designed to address various scenarios and ensure fairness and transparency in our transactions.
Travel Cancellations
We recognize that the present global travel conditions may lead to trip cancellations. If your travel plans are cancelled within thirty (30) days from the date of your eSIM purchase, we are prepared to provide a complete refund or online store credit for future use.
Please be aware that refunds for digital products like eSIMs can only be granted if no attempt to install or activate the eSIM has been made.
Please reach out to us at support@esimmer.com. Use the subject line ‘Refund Request: [Your Order Number]’ and provide details about the issue and the purchase date in your email.
Install, Activation or Connection Problems
Our eSIMs generally work well, but if you have an install, activation or connection problem abroad we will provide a full refund, based on the below conditions you contact us as soon as you can, so we can help you fix it. Do this while you are overseas and have a WiFi connection.
Please contact us at support@esimmer.com with the subject line "Connection Problem: [Insert Order Number]" detailing the issue, the date of purchase, your device type, and your overseas location. If we can’t fix your connection problem with immediate troubleshooting, we’ll provide a full refund.
Exclusions from Money-Back Guarantee
Our Money-Back Guarantee policy is specific to the nature of digital products. Once an eSIM is purchased and successfully installed on a device, it is considered activated. From this point, the purchase is deemed non-refundable. This is because, unlike physical goods, digital products can’t be returned in their original state once they’ve been used.
We do not provide refunds if you encounter an eSIM install or connection problem abroad and choose to inform us only after you return. This is because once you have returned to your home country, we won’t have the opportunity to investigate and resolve why the eSIM did not connect abroad.
We do not provide refunds if the eSIM fails to function due to a locked device. We make it very clear that our eSIMs only work on unlocked devices.
We do not provide refunds if the eSIM fails to function due to the incompatibility of the device. We make it very clear that our eSIMs only work on eSIM compatible devices.
We do not provide refunds in the event of a lost eSIM QR code or phone, as this is not considered a fault on our part.
We do not provide a refund if you purchased and installed an eSIM, and later discovered it doesn’t provide coverage for your required overseas country, this situation does not qualify for a refund. This is because we make it very clear in which countries our eSIMs will work and we do not consider it a fault on our part.
While we make every effort to ensure that the telecommunications networks our eSIMs connect to are available and functional, we cannot guarantee uninterrupted service at all times.
Additional Terms
Fraudulent purchases and unauthorised transactions are subject to investigation and may result in account and eSIM suspension.
No refunds will be offered for remaining or unused data.
We do not refund charges incurred from alternate phones, SIM cards, providers, hotel phones, or unrelated charges.
Refund Process
Refund requests must be made within thirty (30) days from the date of purchase, subject to extensive troubleshooting.
Refunds are subject to review and may incur a processing fee if approved. The refund amount cannot exceed the total paid by the customer.
To request a refund, contact our support team at support@esimmer.com
Refunds typically take 3-5 business days to process.
Exceptions
Refund requests falling outside the stated criteria will be reviewed case-by-case. Replacement of eSIMs purchased may be approved with a credit if requested within 30 days.
For any inquiries or assistance regarding refunds, please contact our support team at support@esimmer.com