Because eSIMs are digital, we need to check whether setup details have been issued, installed, activated or used before we can resolve a refund request.
Quick scan
If something looks wrong, contact us before installing or activating the eSIM. Once a digital eSIM is issued, installed or used, we need more evidence before confirming the next step.
Wrong plan or changed trip requests are easier to review before setup starts.
If setup details do not arrive or are wrong, we can check the order path.
Installed, activated or used eSIMs need supplier and support review.
Your Australian Consumer Law rights are not limited by this policy.
If the eSIM has not been installed, activated or used, contact us within 30 days of purchase for discretionary refund or exchange review. Your Australian Consumer Law rights are not limited by this timeframe.
Contact support before installing the eSIM. It is much easier to exchange or refund an unused eSIM before any setup or activation attempt has started.
If setup details are not delivered, the wrong eSIM is supplied, or a duplicate order is caused by our system, we will help fix it quickly with replacement, resend, exchange or refund as appropriate.
Installed, activated or used eSIMs are not automatically refundable. We will review the order status, supplier records, usage, support evidence and the issue reported before confirming whether a refund, replacement, partial refund or other fix is available.
Please check that your phone supports eSIM and is unlocked before buying. If you are unsure, ask support before checkout. If an incompatibility is discovered before installation or use, contact us promptly so we can review options. This does not limit your rights if our product information or compatibility guidance is wrong or misleading.
If a plan does not connect as expected, email hello@thesimshop.com.au or contact support while the issue is happening and before deleting the eSIM. Include screenshots, your phone model, destination, current location, travel date and any APN or roaming settings already tried.
Reduced speed after a listed daily high-speed allowance is used is not, by itself, a fault if it was disclosed for the plan. If you believe the plan is not behaving as described, contact support while the issue is happening so we can check supplier records and troubleshoot.
Nothing in this policy excludes, restricts or modifies rights you may have under Australian Consumer Law. Where those rights apply, they are not limited by supplier rules, plan status, timeframes in this policy or whether an eSIM is digital. For discretionary refunds or exchanges outside those rights, we may consider order status, usage, supplier cancellation availability and support evidence.
The SIM Shop is operated by The SIM Shop Pty Ltd. Australian Company Number 699 035 704.
