Last updated: 24 September 2026
We want you to buy with confidence. This policy explains when you can get your money back for an esim.global plan.
Plans you have not installed
If you have not installed or activated your eSIM, you can request a full refund within 30 days of purchase. Once an eSIM profile has been installed on a device it cannot be reused, so installed plans are treated as used unless the section below applies.
Plans that don’t work
If your eSIM cannot connect in the destination it was bought for and our support team cannot fix the problem, we will refund the plan in full or replace it, whichever you prefer. To help us investigate, contact us while you are still in the destination and send a screenshot of your mobile data settings.
When refunds are not available
- Plans that have been activated and used, fully or partly.
- Plans bought for a phone that is not eSIM compatible or is carrier-locked. Please check compatibility before buying.
- Plans bought for the wrong destination and already installed.
- Plans whose validity period has expired.
Phone number add-on
Phone numbers are billed monthly. You can cancel at any time and the number stays active until the end of the period you have paid for. Unused days are not refunded, except where the number could not be activated.
Your right of withdrawal (EU/UK customers)
eSIM plans are digital services delivered immediately. At checkout you ask us to deliver your eSIM straight away and acknowledge that your 14-day right of withdrawal ends once the eSIM is installed or activated. Until then, you can cancel under this policy.
How to request a refund
Email support@esim.global with your order number and the reason for your request. Approved refunds go back to your original payment method, usually within 5 to 10 business days.