Last updated: 15/04/2025
At eSIM FOX, we want every traveler to feel confident when buying an eSIM from us. If something goes wrong, we’re here to help.
We offer refunds in specific cases where the service was not usable and no data was consumed. Please read the conditions below carefully to understand if your order qualifies.
🛠 Refund Process
Reach out to us at support@esimfox.com with the following:
Your Order ID
A brief description of the issue
Any supporting screenshots or documents (e.g., device settings, error messages, etc.)
Our team will respond within 1–2 business days and investigate the case. If approved, your refund will be processed via your original payment method.
✅ Eligible Refund Scenarios
1. Service Withdrawal (Change of Travel Plans)
We understand that plans change. If your trip got cancelled or postponed:
You can request a full refund if the eSIM has not been activated (i.e., no QR code scanned or data used).
The purchase must have been made within the last 7 months.
2. Incompatible or Locked Device
If your phone or tablet turns out to be incompatible or carrier-locked:
You must not have scanned the QR code.
No data must have been used from the eSIM.
Purchase must be within 7 months.
A screenshot showing your device status (e.g., “SIM locked” message or unsupported device info) must be provided.
You can check eSIM compatibility on our Device Compatibility Page before purchasing.
3. Connection or Technical Issues
If your eSIM doesn’t work due to technical issues on our side or poor coverage in the destination country:
We will investigate with our network provider.
If the problem is confirmed and no data was used, we will issue a full refund.
If partial usage occurred, we may offer a partial refund or credit based on the circumstances.
❌ Non-Refundable Cases
We do not issue refunds in the following situations:
The eSIM was activated and data was used.
Incorrect country or plan was selected during purchase.
No attempt was made to contact us for troubleshooting.
The user ignored compatibility information or failed to check device compatibility.
Requests made more than 7 months after purchase.
🧾 Duplicate Orders
If you accidentally placed two identical orders:
Contact us immediately.
A full refund will be issued for the unused and unactivated order.
⏱ Refund Processing Time
Refunds are usually processed within 5–10 business days once approved, depending on your payment provider.
💬 Need Help?
If you're not sure whether your issue qualifies, don’t worry — just reach out.
We’ll work with you to find the best solution.
