Refund policy

Last updated: 18 July 2026

1. The short version

eSIMs are digital content delivered instantly by email. Because you agree to immediate delivery at checkout, the usual 14-day online cancellation right ends once your QR code has been issued — but you are always protected if the eSIM doesn't arrive or doesn't work because of a fault on our side, and we refund voluntarily in several other situations below. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

2. Why the 14-day rule works differently here

Under the Consumer Contracts Regulations 2013, digital content can be supplied within the 14-day cancellation period only with your express consent — and once supply begins, the right to cancel is lost. At checkout you give that consent so we can deliver your eSIM in minutes rather than making you wait two weeks. This is standard for instantly delivered digital products and is stated clearly before you pay.

3. When we will always refund

• Non-delivery: your QR code did not arrive within 30 minutes of payment. Check your spam folder, then contact us — we will gladly re-send it straight away if you still want it, but if your eSIM was not delivered you are entitled to a full refund either way.
• Our fault: the eSIM failed to install or activate because of a technical fault on our side or our provisioning partner's, and we cannot fix or replace it. Under the Consumer Rights Act 2015 you are entitled to a repair or replacement first, then some or all of your money back if that fails.
• Duplicate orders: you were charged twice for the same plan in error.

4. When we refund voluntarily

• Wrong destination or plan: you bought the wrong plan and your QR code has not been scanned or installed. Contact us within 14 days of purchase.
• Cancelled before delivery: in the rare case you reach us before your eSIM has been issued, we cancel and refund in full.

5. When we can't refund

• The eSIM has been installed or activated and the plan has started — including partially used data allowances.
• Your device turned out to be incompatible or carrier-locked, where compatibility requirements were stated before purchase (check our install guide first — we're happy to help you check before you buy).
• Slow speeds or patchy coverage caused by the local network at your destination rather than a fault with the eSIM itself (see our terms on service limitations).
• Change of mind after the QR code has been delivered, as explained in section 2.

6. How to request a refund

Email us at Support@esimsfortravel.co.uk or call us on 0330 043 1991, including your order reference (in your confirmation email) and a short description of the problem. For voluntary refunds — such as a wrong-destination purchase with an unscanned QR code — please get in touch within 14 days of purchase. For faulty eSIMs, your statutory rights under the Consumer Rights Act 2015 are not limited to that window — contact us as soon as you spot a problem and we will put it right. For activation issues, our support team will usually ask to troubleshoot first — most problems are fixed in minutes, which is often faster than a refund and gets you connected.

We aim to respond within one business day. Approved refunds are processed to your original payment method via our payment provider within 14 days of being agreed, in pounds sterling for the amount you were charged.

7. Complaints

If you feel a refund decision is wrong, reply to our support thread and ask for it to be reviewed — a decision-maker will look at it afresh. Your statutory remedies, including court proceedings as set out in our terms, remain available.

eSIMs for Travel is a trading name of TMR Digital Ltd (company no. 15550089). Registered office: Suite 4387a, 60 Tottenham Court Road, London W1T 2EW.