Refund policy
Our refund policy and how to request one if needed.
Refund policy
We want you to be satisfied with your purchase. Here is how refunds work at Simsima.
When can I get a refund?
You are eligible for a full refund if:
The eSIM has not been activated — Request it within 14 days of purchase, before the eSIM first connects to a network at your destination. An eSIM installed before your trip but not yet connected is still refundable
The eSIM won't install or connect — Contact us and we'll fix it or refund you
Wrong plan delivered — If you received a different plan than what you ordered
Your phone turns out to be incompatible or carrier-locked — The eSIM cannot activate on it, so it stays refundable within 14 days of purchase
When is a refund not available?
Refunds are generally not available if:
The eSIM has already been activated (connected to a network at your destination)
The plan has been partially or fully used
You purchased the wrong plan by mistake and the eSIM has already been activated
How to request a refund
1Contact our support team through the contact page
2Provide your order number and email address
3Describe the reason for your refund request
4We review your request and usually reply within 24 hours
Refund processing
Card payments: Refunded to the original card within 5-10 business days
Pro tip: check before you buy
To avoid needing a refund:
Verify your device is eSIM-compatible and carrier-unlocked
Check that we cover your destination country
Review the plan details (data amount, validity, coverage)
Still have questions?
Our team answers by chat or email, in your language.