Refund policy
Our products are digital. Once your eSIM has been delivered, all eSIM purchases are non-refundable and non-returnable.
As eSIM services are digital services that can be activated immediately and are non-returnable, no returns, exchanges or refunds are possible after the eSIM has been made available.
However, in the event of a proven technical problem rendering the eSIM unusable before any activation or data consumption, the User is invited to contact customer support. eSIM Prime may, at its sole discretion, offer an appropriate solution (replacement of the eSIM or other corrective measure).
When we can help
Even though eSIMs are non-refundable, we are fully committed to helping you if you run into any of these issues:
- eSIM installation problems
- Activation issues
- Network or connectivity problems related to the eSIM
- QR code or activation code errors
If you have a problem, please contact us right away at admin@esimprime.com. Our technical support team will look into it and offer the best possible solution, which may include:
- Troubleshooting and step-by-step assistance
- Re-sending your installation details
- Replacing the eSIM if a technical fault is confirmed
When refunds are not possible
Refunds will not be issued in the following cases:
- Incompatible or carrier-locked devices
- User error during installation
- Data roaming not turned on
- Device does not support eSIM
- Change of mind after delivery
- Partial or full use of the data
We strongly recommend checking that your device is compatible before you buy.
Customers in the European Union
In line with EU consumer law, the 14-day right of withdrawal does not apply to digital products once delivery has started and the eSIM details have been provided.
By completing your purchase, you acknowledge and agree that the eSIM is delivered immediately and that you waive your right of withdrawal once delivery begins.
Need help?
If you have any questions or need assistance, our support team is always here to help: admin@esimprime.com
