Refund Policy

1. Our money-back guarantee

If you experience a genuine technical issue that prevents your eSIM from working and our support team cannot resolve it, you may request a refund within 30 days of purchase. We'll always try to fix the problem first — most issues are quick to solve.

2. Eligible for a refund

• The eSIM was never delivered or failed to be provisioned after payment.
• The eSIM cannot be installed or activated due to a technical fault on our side, and support cannot resolve it.
• You were charged incorrectly or more than once for the same order.
• The plan has not been used (no data consumed) and has not been activated.

3. Not eligible for a refund

• The plan has been activated and/or data has been consumed.
• Your device is not eSIM-compatible or is carrier-locked (please check before buying).
• Issues caused by incorrect installation after guidance was provided, or by local network conditions outside our control.
• Change of mind after a plan has started, or the validity period has expired.

4. Automatic refunds for failed provisioning

If your payment succeeds but an eSIM cannot be assigned to your order, our system automatically refunds that item back to your original payment method. You do not need to do anything — you'll see the reversal on your statement within the processor's normal timeframe.

5. How to request a refund

Contact us at support@esim4u.uk or through our contact page with your order reference and a short description of the issue. Our team will review your request and respond promptly.

6. How refunds are processed

Approved refunds are returned to your original payment method (card via Stripe, or your PayPal account). Depending on your bank or provider, it can take a few business days for the funds to appear. Where you paid using account credit or wallet balance, the refund is returned to your eSIM4U wallet.

7. Referral and promotional credit

Account credit earned through referrals or promotions has no cash value and is not refundable to a payment method. If a refund includes an amount originally paid with credit, that portion is returned to your wallet.