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An untouched QR code or manual activation detail gives us the clearest starting point, but it does not guarantee a refund. The order, whether setup details have been used and the reason for the request still matter. The helpful move is to preserve what you have, explain what changed and let support assess the actual order.
Our Black Friday 2026 page sets out the dates, and a Black Friday order carries a twelve-month change-of-mind window only if the profile shows no installation, activation or data use.
One distinction worth keeping clear
Leaving the QR code, quick-install link and manual details untouched gives the support team the clearest starting point, but it is not a promise of a particular refund outcome or timeframe. What is available can depend on the order, whether setup details have been used and the reason for the request. The useful thing you can do immediately is leave the eSIM details untouched, gather the order number and explain the change of plan plainly. Do not run a test installation to see whether it works. That can change the details we need to assess the request and make the answer less clear.
While we assess your request
- If an eSIM is already installed, do not delete it as a first response. Keep it in place, take a screenshot and make one reversible check at a time.
- Whether a refund is available, when it can be processed and what form it takes depend on the actual order and circumstances. Keeping the setup details untouched gives the clearest starting point, not an automatic result.
- Installation or use may also affect eligibility, so do not assume activation is the only thing that matters.
What to include in a refund request
Email hello@thesimshop.com.au with the order number, purchase date, reason for the request, and whether the QR code, quick-install link or manual details have been opened or used. Do not test-install the eSIM while waiting for a reply.
Sources and checks
Information checked: 19 July 2026.
These links support the specific rule or term explained in this guide. Use them alongside your own order details if the question is about an existing eSIM.
