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Return to shopRefund Policy
Kindly notify us if your eSIM experience has left you dissatisfied!
Although our eSIMs typically function flawlessly, we are able to give a complete or partial refund if you encounter connectivity problems.
Some conditions apply, so please read our terms below.
All online transactions made at safa-esim.com are subject to these cancellations and return policies.
You will receive a confirmation email with the QR code as soon as you purchase your eSIM. We are unable to retrieve or stop the use of the eSIM after it has been sent. We are therefore only able to issue refunds under specific circumstances.
When you can receive a refund:
If your eSIM does not work due to a problem with safa-esim.com or the connection provider, we can provide a full or partial refund.
Before processing a refund, we ask that you:
- Contact our support team (contact@safa-esim.com) to report the connection incident
- Provide information and screenshots so our team can identify the problem
Our support team is available 24/7 and we usually respond within a couple of minutes.
If the connection problem cannot be solved, safa-esim.com will reimburse your order.
If the eSIM never connected to the internet, we can offer a full refund minus a small admin fee. If the eSIM stopped working or only worked temporarily, we can provide a partial refund for the number of days you were without internet connection, discounting the days in which you had connection.
In both cases, ESIM.shop reserves the right to deduct a small administration cost from refunded amounts.
When you cannot receive a refund:
- We cannot issue a refund if you give us the wrong email address during the purchase. We can forward the eSIM to a different email address, but we cannot guarantee that the owner of the incorrect email address, in which case it cannot be refunded, will not use it.
- We cannot issue a refund if your device is not compatible with eSIM or is not unlocked. ESIM.shop provides a list of compatible devices on its website and customers can ask if their device is compatible by contacting our customer team.
- We cannot issue a refund if you have changed your mind or if you no longer need the eSIM.
- We cannot issue a refund in any other case not specified on this page.
How can I request a refund?
Please contact contact@safa-esim.com
If you experience a connection problem with your eSIM, contact us the moment the issue occurs. Our team will first ensure that your eSIM is correctly configured. If the problem persists once the eSIM is correctly configured, our team will continue with the refund process.
How will I be refunded?
Refunds will be made to the payment method you used when making the purchase.
Alternatively, we can offer credit on our store for another eSIM purchase.
For help, please contact us in our online chat or by email at contact@safa-esim.com.