Refund Policy

1. Delivered eSIMs can't be cancelled

Your eSIM is issued for you by our network partner as soon as you pay, and its QR code and activation code are emailed to you right away. Our network partner does not refund issued eSIMs, so once the QR code and activation code have been emailed we cannot cancel or refund the eSIM, including when it was never installed or your travel plans change. Before you buy, please check that your phone supports eSIM, is not locked to a carrier, and that the plan covers your destination.

An eSIM you have not installed yet stays valid to install, usually for 180 days after purchase.

2. eSIMs that cannot connect

If your eSIM is installed but cannot connect in a country covered by your plan because of a problem on our side or our network partner's, contact us while the plan is still valid. We will first help you get it working: most problems are fixed by turning on data roaming for the eSIM line, choosing a partner network manually or restarting the phone. If we cannot fix it, we send you a replacement eSIM or refund the full price.

3. Payments without delivery

If you were charged but did not receive your eSIM or top-up, check your spam folder and the My eSIM page, then contact us. We will deliver it, or refund the full amount if we cannot.

4. When we cannot give a refund

• The QR code and activation code have been emailed and the reason is not covered by sections 2 and 3, for example a change of plans, a cancelled trip or an eSIM that was never installed.
• The eSIM was installed and connects normally, including when only part of the data has been used.
• The phone does not support eSIM or is locked to a carrier.
• A top-up was added to your eSIM successfully. Top-ups that fail, or do not work because of a problem on our side, are covered by sections 2 and 3.

5. How to ask for a refund

Email us at or use our contact form, and include:

• the email address you used for the order,
• your order number or the eSIM's ICCID (both are in your order email and on the My eSIM page),
• a short description of what happened.

We reply within 24 hours.

6. How you get your money back

Approved refunds go back to the payment method you used with PayPal (your PayPal balance, card or bank account) within 5–7 business days. We refund the full price you paid in US dollars. If your bank converted the currency, the amount on your statement can differ slightly because of exchange rates.

7. Your legal rights

This policy does not limit any rights you have under the consumer protection laws that apply to you.

8. Who handles your refund

The same team at DevTeam Co., Ltd. handles orders, payments and refunds for eSIM Hub and every country store.