Refunds

eSIMs not yet installed

Cancel any eSIM that was never installed within 30 days of purchase from your eSIM page, or email hello@esimology.com with your order number. We refund the full price, and any top-ups on it, to the card or wallet you paid with.

eSIMs that can't connect

If your eSIM is installed but can't get online at your destination, contact us first: most cases are a phone setting we can fix with you in minutes. If the eSIM is faulty, we replace it or refund you, as the Consumer Rights Act 2015 provides.

eSIMs we couldn't create

If an eSIM can't be created after you pay, we refund you in full automatically and email you to say so.

How long a refund takes

We send refunds the same day. Banks usually show them within 5 to 10 working days.

Data already used

Data that has been used, and plans that have expired, aren't refunded. A top-up follows the eSIM it belongs to.