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Refund Policy

Return Policy for eSIM Plans

If you are not happy with your eSIM experience, please let us know. Our eSIMs usually work without issues, but if you experience connection problems we may provide a full or partial refund, depending on the circumstances described below.

These cancellation and return terms apply to all purchases made through the eSIM Distribute online store. Once you buy an eSIM, you will receive a confirmation email containing the QR code. After the QR code has been issued, we cannot recover the eSIM or prevent its use. Refund requests may still be reviewed under the conditions set out below.

Eligible refund circumstances

1. Compatibility Issues

If you purchased an eSIM without confirming compatibility with your device, a refund may be issued only if all of the following conditions are met:

  • The QR code has not been scanned.
  • No data from the plan has been used.
  • The eSIM was purchased within the last 3 months.
  • You provide screenshots and any necessary information showing device incompatibility or carrier lock status.

2. Trip Cancellations

If your trip was canceled or you no longer need the eSIM, a refund may be issued if all of the following apply:

  • The eSIM was purchased through the eSIM Distribute website.
  • The eSIM has not been activated.
  • The purchase was made within the last 3 months.

3. Connection Issues

If your eSIM does not work because of a problem caused by eSIM Distribute or the connection provider, we may provide a full or partial refund.

Before a refund is processed, please do the following:

  • Contact our support team at hello@esimdistribute.com as soon as the issue occurs.
  • Provide screenshots, device details, and any other relevant information so we can investigate the issue.

If the issue cannot be resolved, we will review the order for reimbursement. If the eSIM never connected to the internet, we may offer a full refund. If the eSIM worked only temporarily or stopped working during the validity period, we may offer a partial refund based on the days during which service was not available, after deducting the portion already used.

Non-refundable situations

Specific eSIM Plans

Due to local operator policies, some eSIM plans are non-refundable once purchased. These plans include:

  • USA, Mexico, and Canada - Unlimited High-Speed data in the US and Mexico + 25GB in Canada + Unlimited calls and texts among the US, Mexico, and Canada - 20 days
  • United Kingdom - 30GB for the UK + Unlimited UK Calls + 2GB for Europe - 30 days
  • United Kingdom - 60GB for the UK + Unlimited UK Calls + 2GB for Europe - 30 days
  • United Kingdom - 150GB for the UK + Unlimited UK Calls + 2GB for Europe - 30 days
  • Spain - Total 100GB for Spain + 15GB for Europe + 500 minutes of Europe Calls - 27 days
  • Orange Europe (51 Countries) - Total 20GB + Unlimited EU to EU Calls & SMS + 30 minutes of international calls + 200 international SMS - 30 days
  • Orange Europe (51 Countries) - Total 50GB + Unlimited EU to EU Calls & SMS + 120 minutes international calls + 1000 international SMS - 30 days
  • Orange Europe (51 Countries) - Total 100GB + Unlimited EU to EU Calls & SMS + 120 minutes international calls + 1000 international SMS - 30 days
  • Japan - KDDI series plans
  • Maldives series plans
  • No Communication: Refunds will not be accepted if you experience a usage issue but submit a refund request without first contacting support and explaining the problem.
  • Expiration of Data Packages: Each package has a fixed validity period. After that period, any remaining data is non-refundable.
  • Compensation Claims: We do not provide refunds or compensation for costs related to backup phones, backup SIM cards, backup providers, hotel phones, or any other costs not directly charged to the customer's eSIM Distribute account.
  • Fraudulent or Abusive Purchases: If there is evidence of abuse, violation of our terms, or fraudulent activity related to eSIM Distribute products or services, we reserve the right to deny any refund request.
  • Unauthorized Purchases: Refund cases may be subject to investigation and approval before processing. We also reserve the right to suspend any account connected to fraudulent activity.
  • Billing Errors: If a customer reasonably disputes an invoice or part of an invoice, the customer must notify eSIM Distribute within 7 days of receiving the invoice, including the reasons for the dispute and, where possible, the amount the customer believes is correct.
  • Other Reasons: Requests outside the categories above will be reviewed case by case. If a refund is approved, a handling fee of USD 0.50 may be charged for each refund. The maximum refund amount cannot exceed the total amount originally paid.

How to request a refund

To request a refund, please contact us at hello@esimdistribute.com.

If you experience a connection problem, contact us immediately. Our team will first verify that your eSIM is configured correctly. If the issue cannot be resolved, we will proceed with the refund review process.

Refund processing time

Refund requests are generally reviewed within 3 business days after we receive your application. Once approved, the refund will be returned to the original payment method within 1 to 15 business days, depending on bank processing times and local public holidays.

Return Policy for eSIM Adapter Cards and eSIM Routers

1. Returns

You have 14 days from the date of purchase to return an item. To be eligible for a return, the item must be unused, in the same condition in which you received it, and in its original packaging.

2. Refunds

Once we receive your returned item, we will inspect it and notify you of the refund status. If the return is approved, we will initiate a refund to your original payment method. The time required for the credit to appear depends on your payment provider or card issuer.

3. Shipping

You are responsible for the shipping cost of returning the item. Original shipping costs are non-refundable. If a refund is approved, the return shipping cost may be deducted from the refunded amount.

Contact

For assistance, please contact us via email: hello@esimdistribute.com

Company Name: Fire Flow Limited
Business Address: Rm.1801, Easey Comm. Bldg., 253-261 Hennessy Road, Wanchai, Hong Kong
Registration number: 77024841