Refund Policy

1. Introduction

At eSimExpress, we strive to provide high-quality eSIM services. This Refund Policy explains your rights regarding refunds, cancellations, and replacements, consistent with the Australian Consumer Law (ACL).

2. Digital Nature of eSIM Products

eSIM products are digital goods that are delivered electronically. Once an eSIM is activated or installed on your device, it is considered used and cannot be returned or resold.

3. General Exclusions

The following items are not eligible for a refund under any circumstances:

• Activated products: Any eSIM that has been scanned, activated, or used
• Incorrect selection: eSIMs for the wrong country or region purchased due to customer error (check our coverage details before purchasing)
• Device incompatibility: Your device does not support eSIM or is network-locked (verify compatibility before purchase)
• Network issues beyond our control: Coverage outages or restrictions in the destination country

4. Refund Eligibility and Process

You may be eligible for a full refund if:

• Pre-activation: You request a refund before your eSIM has been activated or installed
• Technical faults: There is a verified network issue or product defect and we cannot resolve it
• Order errors: You received the wrong product due to our mistake
• Service failure: Our eSIM fails to connect to the network and we cannot resolve the issue

To request a refund, please contact our support team (see Section 6). Please include your order number and the reason for your refund request. Approved refunds will be processed back to the original payment method within 5–10 business days.

5. Technical Support

If you experience technical issues with your eSIM, please contact our support team for assistance. If we determine that the issue is on our end, we will provide a replacement eSIM at no additional cost. For common troubleshooting steps, see our FAQ.

6. Contact Us

Email: support@esimexpress.com.au