Refund Process
Customers are entitled to request a refund or replacement for an eSIM if technical issues prevent its installation or use. Simply reach out to our Customer Support Team at support@my-esims.com with the required information and documents. Please include your order number, product name, and the reason for your refund request.
Refundable Conditions:
A refund is available only if the eSIM has not been activated and the request is made within 30 Days of purchase if activation is no longer possible after extensive collaborative troubleshooting.
Refunds may be granted under the following circumstances:
- The eSIM is no longer needed due to a change of plan or other personal reasons.
- The eSIM cannot be activated due to a carrier lock or an incompatible device.
- Service issues are experienced while in New Zealand and reported to our Support Team for verification. If our team determines the issue falls under our responsibility, a refund will be processed accordingly.
- Refund requests outside the specified criteria will be evaluated on a case-by-case basis. If approved, a processing fee may apply. The refund amount will not exceed the total amount paid by the customer.
Non-Refundable Conditions:
- The eSIM has been scanned and activated on a device.
- More than 30 Days have passed since the purchase date, regardless of activation status.
- The refund request is due to customer oversight or mistakes.
- The request is made after returning to your home country without prior confirmation of eSIM issues.
- No refunds will be provided for any unused data after the data package’s validity period expires.
- In cases of fraudulent purchases, we reserve the right to deny refunds if there is evidence of misuse, violation of our Terms and Conditions, or any fraudulent activity related to our products and services. Refund requests for unauthorized purchases will be subject to investigation and approval before processing. We also reserve the right to suspend any account involved in fraudulent activity.
