How do refunds work?

You get a full refund if your eSIM does not work and we cannot fix it. There is no refund for a working eSIM you no longer need. To ask, contact us with your order number. Refunds go back to your original payment method.

Our refund policy comes down to two rules.

The full wording, including how other situations are handled, is in our refund policy.

If your eSIM does not work

Tell us as soon as you can, ideally while you are still at your destination and your plan is still valid. We will try to get it working with you first. The checks in my eSIM is installed but not connecting may solve the problem on the spot.

How to ask

Email [email protected] or use the contact form, and include:

your order number, for example YZ-10482;
what happened, and what your phone shows;
your phone model;
a screenshot of any error message.

The more detail you give us, the quicker we can help. Please do not send your card details or your QR code. We never need them to look into an order.

Where the money goes

An approved refund goes back to the original payment method you used at checkout. How long it takes to appear on your statement depends on your bank, and your bank’s processing time varies.

When we cannot refund

We cannot refund a working eSIM that you no longer need, for example because your plans changed. Before you buy, please check that your phone is eSIM compatible and unlocked. If you are unsure whether an eSIM will work on your phone, ask us before you buy rather than after.

Before you dispute a payment

Please write to us first. We can usually sort things out faster by email than through a bank dispute.

Find my eSIM

Did this help?

If something is still unclear, tell us what you were looking for and we will answer, or write it up here.

Contact YuzuSIM