Refund policy — when and how to request

We refund an eSIM within 14 days of purchase, as long as it hasn't been activated. Installing it doesn't count — activation is the moment your phone first connects to a partner network at your destination. Email support@eflexsim.com with your order number; there's no refund button in your account. We process eligible refunds within 1-2 business days, and you can take the money back to your card or as wallet credit, which is immediate.

Two conditions to remember: 14 days, and not yet activated. Everything below is the detail.

The two conditions

14 days from purchase. The clock starts when you pay, not when you install.

Not activated. There are three stages, and only the third one closes the door:

1. Bought. Refundable.
2. Installed — you've scanned the QR and the profile is on your phone. Still refundable. Installing at home to check the QR works doesn't cost you anything.
3. Connected — your phone has joined a partner network at the destination. From here the plan is in use and isn't refundable.

Meet both conditions and we don't ask for a reason. You get the full amount, with no fee taken off.

Why the line is drawn at activation

Worth being straight about this, because it explains the whole policy.

Once a plan activates, the allowance is live on the carrier's side and we've paid our network partner for it. We can't hand that back. So activation is the point where the value has genuinely left, and it's the only line we can hold consistently.

That's also why the practical advice everywhere on this site is the same: don't activate until you're at your destination. It keeps your options open right up to the moment you need the plan.

How to request one

1. Email support@eflexsim.com from the address you bought with.
2. Put your order number in the message — it's in your receipt email and on the order in your account. Any sensible subject line is fine.
3. Say whether you want it back to your card or as wallet credit.
4. We reply within 4 hours during business hours, and process eligible refunds within 1-2 business days.

Card refunds take about 5-7 business days to appear, and that part is your bank's. Wallet credit is immediate and spendable on your next plan or top-up. See how long does a refund take and using account credit and wallet balance.

There is no self-serve refund button — email is the route.

Cases we'll look at outside the two conditions

The 14-day pre-activation rule covers most situations. We'll still consider:

It never worked at your destination. You arrived, tried it, and the eSIM wouldn't connect. If the fault was ours, that's on us — tell support and we'll sort it, including past the 14 days where the failure was clearly at our end.

Your trip was cancelled and you never activated. Inside 14 days this is just a normal refund. Outside it we don't promise anything, but tell us what happened — a partial refund or credit is often the answer.

You bought the same thing twice. If a duplicate order was never installed, we'll refund it even outside the window.

You bought the wrong country and haven't activated. Tell us before activating. Often we can move the value to the right plan, which is faster than a refund and a fresh purchase.

Anything outside the standard policy is a judgement call. Email us with the situation.

What isn't refundable

• Activated plans. Once connected, the plan is in use.
• Purchases more than 14 days old, even unused.
• Top-ups that have applied to an eSIM. If a top-up failed to apply, that's a fault and we'll fix it.
• Expired plans. The plan ran for the period you bought.

For refund timing, see how long does a refund take. For wallet credit, see using account credit and wallet balance. For activation timing, see when to activate.