Overview
We want you to be happy with your purchase. This Refund Policy explains when a USIMPass eSIM or physical SIM can be refunded. Because eSIMs are digital and activate on first use, refund eligibility depends on whether a plan has been activated.
eSIM refunds
An eSIM that has not yet been installed or activated can be refunded on request. Once an eSIM has connected to a network (activation), it is generally non-refundable, because the service has started — except where the plan does not work due to a genuine fault on our side.
Physical SIM refunds
A physical SIM can be returned for a refund if it is unused and its packaging is unopened, within the request window below. Shipping costs are non-refundable unless the item arrived faulty or the return is due to our error.
Faults and service that isn’t working
If your plan will not connect, please contact support first — most issues are quick to fix. If we confirm a genuine fault that we cannot resolve, we will replace the plan or issue a refund for it.
How to request a refund
To request a refund, contact our support team within 14 days of purchase with your order details and a short description of the issue. We may ask a few questions to confirm activation status or to troubleshoot.
Processing
Approved refunds are returned to your original payment method. Processing usually takes a few business days, though your bank or provider may take longer to show the funds.