Before fulfilment
If payment succeeds but we cannot provision the plan, contact us and we will provide a replacement or refund. If you contact us before the eSIM is issued, we will review cancellation where our supplier can still cancel the order.
After issue or installation
Change-of-mind refunds are generally unavailable once the QR code or activation details have been delivered, because the digital profile has been created specifically for the order. This does not limit rights that apply when the service is faulty or not as described.
Connection problems
Contact support before buying a replacement. Include your order email, destination, device model, screenshots and troubleshooting steps. We may ask you to keep the eSIM installed while we diagnose the issue. If the plan cannot be made to work on a compatible device in its supported destination, we will assess a replacement or refund.
Not normally refundable
Refunds are not normally available for an incompatible or carrier-locked device, accidental deletion, installation on the wrong device, use outside the covered destination, exhausted data, expired validity, or loss caused by ignoring the installation instructions.
Consumer guarantees
Our services come with guarantees that cannot be excluded under the Australian Consumer Law where it applies. For a major failure, you may be entitled to cancel and receive a refund for the unused portion or compensation for reduced value, as well as compensation for other reasonably foreseeable loss or damage.
How to request help
Email support@esimsonic.com with your order email and destination. Approved refunds are returned to the original payment method; bank processing time may vary.