Cancellation and Refund Policy  Esimcenter.com eSIMs

This cancellation and refund policy applies to all eSIM purchases made from esimcenter.com. Please read this policy carefully before placing your order and activating your eSIM. Our goal is to keep refunds simple and fair: if you change your mind and have not yet started to use your eSIM, you are entitled to a refund within the window described below.

Understanding eSIMs

An eSIM (embedded SIM) is a digital SIM that's downloaded directly to your device, allowing you to connect to mobile networks without needing a physical SIM card. Because an eSIM is a digital product, eligibility for a refund depends on whether it has been installed/activated or whether any data has been used — not simply on whether the QR code or activation details have been emailed to you. Receiving your eSIM details by email does not by itself void your right to a refund.

14-Day Refund for Unused eSIMs

If you change your mind after purchasing, you may request a full refund within 14 days of your purchase, provided the eSIM has not been installed or activated and no data has been used. An eSIM is considered "unused" while it has not been installed/activated on a device and no allowance has been consumed — even if the QR code and activation details have already been delivered to your email. This 14-day right ends earlier if the eSIM is activated before the 14 days are over.

• Eligibility: The request must be made within 14 days of the purchase date, the eSIM must not have been installed or activated, and no data may have been used.
• How to request: Email us at info@esimcenter.com with your order details. Our team will confirm that the eSIM is unused before approving the refund.
• Refund method: Approved refunds are returned to your original payment method.
• Processing time: Once approved, refunds to your original payment method typically take 7–10 business days, and can take up to 30 business days to appear in your account depending on your bank's processing times.

When a Change-of-Mind Refund Is NOT Available

Once an eSIM has been put into use, the 14-day change-of-mind refund above no longer applies. The following are not eligible for a change-of-mind refund. (This does not affect your separate rights under the Faulty or Non-Working eSIM section below, which can apply even after activation or some data use when a technical fault on our end is confirmed.)

• Installed or activated eSIMs: Once the eSIM has been installed or activated on a device, it is considered used and is no longer eligible for a change-of-mind refund.
• Data consumed: If any portion of the data allowance has been used, the eSIM is not eligible for a change-of-mind refund.
• Device incompatibility: Issues arising because your device is not eSIM compatible or is carrier-locked are not eligible for a refund (see Important Notes below).
• User or activation error: Problems resulting from incorrect installation, activation, or other user error are not eligible for a refund or exchange.
• Requests after 14 days: Change-of-mind refund requests made more than 14 days after the purchase date are not eligible.

Faulty or Non-Working eSIM

If you have activated your eSIM but it does not work due to a confirmed technical fault originating from our end, we will make it right with a replacement or a refund after our support team verifies the issue. This applies even if the eSIM has been installed or activated and a small amount of data was consumed while attempting to use it — the change-of-mind exclusions above do not override this section. Please report the issue to us within 30 days of the problem arising, and follow these steps:

1. Contact customer support: If you encounter any issues activating or using your eSIM, please immediately contact our technical support team at info@esimcenter.com.
2. Provide detailed information: When contacting us, please describe the problem you're experiencing, your device model, the steps you've already tried, and any error messages you've received, as thoroughly as possible.
3. Follow our team's guidance: Our technical team will provide troubleshooting steps to help resolve the issue and may offer remote assistance if necessary.
4. Resolution for confirmed faults: If, after all troubleshooting attempts and our technical team's verification, it is definitively determined that the eSIM is not working due to an issue from esimcenter.com's end, we will provide an eSIM replacement or a refund. This resolution is contingent upon our technical team confirming the fault.

Order Cancellation

You may cancel your order before the eSIM QR code or activation details have been dispatched to your registered email address.

• To cancel your order: Contact us via our customer support channels (e.g., info@esimcenter.com) before the eSIM QR code or activation details are dispatched.
• Cancellation process: Once your cancellation request is approved, your payment will be refunded to your original payment method as soon as possible. Please allow several business days for the refund to reflect in your account, depending on your bank's processing times.
• After dispatch: If the eSIM details have already been emailed to you, the order can no longer be cancelled. However, you may still be entitled to a refund under the 14-Day Refund for Unused eSIMs policy above, provided the eSIM has not been installed or activated and no data has been used.

Important Notes

• Device compatibility: It is your sole responsibility to ensure your device is eSIM compatible and unlocked before placing an order. Issues arising from device incompatibility or a carrier-locked device are not eligible for a refund.
• Activation instructions: Please carefully follow the activation instructions provided to properly install and activate your eSIM. Issues resulting from incorrect activation or user error are not eligible for a refund or exchange.
• Pre-purchase inquiries: If you have any questions about eSIM compatibility or activation before making a purchase, please do not hesitate to contact us at info@esimcenter.com.