Refund policy

There is one rule: an eSIM can be refunded within 14 days of payment, and only while the profile has never been installed and no data has been used. A top-up is never refundable. Every page on this site states the same rule.

Refundable

• The profile has never been installed, no data has been used, and it is within 14 days of payment — this case is self-serve from the order page.
• We took payment but could not issue the profile — the charge is reversed automatically.
• It was installed but genuinely does not work, and support confirms the fault is on the provider side. This is not an automatic refund; it is reviewed case by case through support.
• A duplicate order created by mistake, where the duplicate profile is still uninstalled.

Not refundable

• The profile has been installed on a phone, or its validity has started — even with no data used, because the supplier does not take back an installed profile.
• More than 14 days have passed since payment.
• A top-up, in every case.
• The handset does not support eSIM or is carrier-locked — both checkable before buying.
• The wrong country was bought although the plan page states its coverage.
• Slower speed than hoped, since speed is never guaranteed.

Refund it yourself from the order page

If the profile has never been installed, you can refund the order yourself from the order page within 14 days of buying it. We check the profile's state with the supplier first and tell you on the spot whether it can be returned, and why — there is no ticket to wait for.

• Once you confirm, the profiles on that order are cancelled immediately and can no longer be used.
• The money returns to the method you paid with, on your payment provider's schedule — usually 5–10 working days.
• An order with several profiles can be returned only while every one of them is still uninstalled.
• A top-up added to a profile you are already using is not refundable: it lands on the plan straight away.

For anything the button cannot handle — a profile that was installed but genuinely does not work — send your order number to esimonline.asia@gmail.com or message us on LINE and we will look into it.

The principle behind this policy

There is one rule: an eSIM can be refunded within 14 days of payment, and only while the profile has never been installed and no data has been used. The dividing line is installation, not whether you are satisfied with the outcome. An eSIM is a digital product delivered the instant payment clears, and once the profile is installed on a device the supplier will not take it back, so it cannot be turned back into an unused product. This applies the same way regardless of the plan's price.

This policy covers every plan on this site, since every plan is sold by us directly, through suppliers we connect to ourselves. No other seller sits between you and us, so every refund request is our order and our refund process from end to end. The one exception is a top-up: it adds data to a profile that is already installed, so it can never be refunded.

Before you request a refund, check this first

• The profile has never been installed and no data has been used
• No more than 14 days have passed since payment, which the order page shows you
• Note the exact email used at purchase, since it confirms ownership of the order
• Keep your order number ready; it lets us check faster

How to request a refund, step by step

1. 1Check your order status firstOpen your order page. It checks the state with the supplier and tells you outright whether the order can be refunded, and if not, why.
2. 2Ask for the refund from the order pageIf the order qualifies, use the refund button on that page; nobody has to approve it first. If the page says it cannot be refunded and you believe that is wrong, message us on LINE at https://lin.ee/skDPoNx (@esimonline) or email esimonline.asia@gmail.com with your order number.
3. 3We check the actual status in our systemThe team checks whether the profile was installed or used, and which condition of this policy the case falls under.
4. 4We reply with the outcomeWe tell you whether the request is approved, and why. If it is not approved, we say which condition it falls under.
5. 5If approved, we tell you the date we issue itThe money returns to the method you paid with on your bank's or payment provider's schedule, usually 5 to 10 working days, and we always tell you the date we issued it.

What to include with your request

How we check a request before approving

When a request comes in, we always check the profile's real status in our system first, not the description alone. If the system shows the profile was never installed and its validity never started, approval is usually straightforward. If the system shows even a small amount of data was used, we reply with what the system shows, so you understand why that case is treated differently.

If the reported issue sits with the handset rather than the profile — the device does not support eSIM, or it is carrier-locked — we check whether that was something checkable before the purchase, since device compatibility is information a buyer can look up before deciding.

When the money arrives once approved

Once we issue the refund, the money returns to the method you paid with on your bank's or payment provider's schedule, usually 5 to 10 working days. That part is outside our control, so the figure is a guide rather than a guarantee, and we always tell you the date we issued it so you have something to reference with your bank.

If it takes longer than your bank states and the money still has not arrived, tell us with the order number and we will send you evidence of the refund to take to your bank.

Accidental duplicate orders

If you accidentally placed the same order twice, contact us at once with both order numbers, and importantly, do not install the profile from the one you do not want. Your options stay much wider while that profile remains uninstalled.

Unused data left over: can it be refunded

Generally not, since a plan is sold as a fixed bundle of volume and validity agreed at purchase, not priced by how much of it you actually use. If you routinely finish with data left over, choosing a smaller size next time and topping up if needed usually works out better than buying a large margin upfront.

Device incompatibility versus genuine failure

If you disagree with our decision

Reply to the same conversation and explain why you think the outcome does not match what actually happened, attaching anything extra you have, such as the time you tried to use it or additional screenshots. The team will look at the case again with the new information.

Why this policy reads stricter than an everyday return

A physical product such as clothing or electronics can often be returned within a window even after unboxing, because it can still be resold. An eSIM is a single-use digital code: once a profile activates, it cannot be put back and resold to someone else as new. That is why this policy anchors its line at installation and validity start, rather than at a time window the way a physical product return might.

The strictness here is not there to reject requests; it exists so the rule is clear before you buy, rather than something you discover only after the fact.

What we cannot verify from our side

Some problems sit with your device or your original network carrier, where we have no visibility at all — a lock status tied to your previous carrier's account, say, or an operating-system privacy setting quietly blocking profile installation. In these cases we point you to the checks you can run yourself, rather than promising an outcome we cannot actually see into.

When this happens, we say plainly which part sits outside what we can check, and point you toward who to contact next — your previous carrier, for instance, or the device manufacturer's own support channel.

Partial refunds on a bundled plan

We do not issue partial refunds: an order is either refunded in full or not at all. Plans are sold as one bundle, not priced per day or per gigabyte, so there is no per-unit price to calculate a partial return from. This differs from a service billed strictly by time or by metered usage.

If this concerns you before buying, the more straightforward approach is choosing a plan size close to what you actually expect to use, rather than buying a larger one and hoping to reclaim the unused portion afterwards.

Checklist before you submit a refund request

• You have your order number ready
• You have checked whether the profile is uninstalled or its validity has not started
• You have checked that the order confirmation email matches what you are using to contact us
• You have a screenshot or a description of the problem ready in advance
• You have read the situation table above and see which case yours resembles

Check your device supports eSIM before buying

Contact the team about an order

Why some refund requests are declined

A data plan is a digital product tied to a profile on your device. Once the profile is installed and has started working, most suppliers treat the product as fully delivered, so a request made after data has been used usually falls outside the terms. The same applies when a plan for the wrong country has already been installed, or when a plan simply reached the end of the validity period that was stated at purchase.

The requests most likely to be considered are those where the profile never installed at all, or where the device turned out not to support eSIM, and no data has been used. The sooner you report it and the clearer your screenshots are, the faster the check goes. Keep the order number, a screenshot of the error message, the device model and the operating system version from the moment the problem appears.

Before filing a request, try the two things that resolve most cases: toggle flight mode once, and select the network manually instead of automatically. If neither helps, gather your evidence and contact us. Do not delete the profile — deleting is usually irreversible and makes the case much harder to check afterwards.

• Keep the order number and the email used to buy
• Screenshot the error message at the moment it appears
• State the device model, OS version and the country you were in
• Do not delete the profile before you have been advised to