At EasySIM, we strive to ensure our customers have a seamless experience with our eSIM services. However, due to the nature of our products, all sales are final. Please read our refund policy carefully.

General Terms

• All goods sold are non-returnable and non-exchangeable.
• Refunds are not possible once an eSIM redemption code has been generated or if an incorrect email address is provided during purchase.

Technical Assistance

If your eSIM does not work in your destination country, contact our Technical Support Team immediately via WhatsApp at +6011-1117-2612 for assistance. Many issues can be resolved by adjusting the phone settings. Failing to contact us while overseas to address the problem will forfeit any refund eligibility.

Non-Refundable Scenarios

Refunds are not applicable in the following situations:

• SIM-locked phones: Phones locked to local carriers may require a 15-minute call to unlock before using our eSIMs. Refunds are not available for SIM-locked devices.
• Limited functionality: Issues such as inability to hotspot or access certain apps may result from device settings, service provider restrictions, or data limits. Refunds are not applicable in these cases.
• Device compatibility issues: eSIMs require specific phone models. Compatibility devices are listed on our website. Refunds are not available for unsupported devices.
• Network outages: Service disruptions due to telco network issues in your destination country are beyond our control and do not qualify for refunds.
• Policy breaches: If your eSIM is suspended or terminated by the service provider due to a policy breach, refunds are not possible. Usage policies are provided on the product page.
• Telco plan changes: Changes to telco plans, which may occur without notice, are not our responsibility. Updates will be reflected on the product page as soon as we are informed.
• Expired eSIMs: All eSIMs have expiry dates. Please reconfirm before you purchase it. Refunds or exchanges are not available for expired eSIMs.

Refund Eligibility

Refunds are only applicable in the following case:

• Faulty eSIMs: If your eSIM is defective and shows "No SIM" detected in your phone. Refunds will be processed after deducting shipping fees (if applicable).

Refund Process

• Contact Us: Reach out via WhatsApp at +6011-1117-2612 immediately once you find out your eSIMs are not working.
• Investigation: We will investigate and respond within 3 working days. Approved claims will be refunded either as store credit or through bank transfer.

Refund Methods

• Store Credit: Refunds will be processed as store credit after deducting any applicable fees.
• Bank Transfer: A 6% processing fee applies to the refund amount after deducting shipping or cancellation fees.