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Refunds
eSIM refund policy.
Because eSIMs are digital, we need to check whether setup details have been sent, installed, activated or used before we can assess a refund request. For refund details, write the exact error. Do not attach or upload a screenshot unless support asks for it. Keep it ready until then, cropped to the setting or error with the QR code, activation code or link, full setup email, passwords, card or passport details, EID, IMEI and ICCID hidden.
Quick scan
Earlier is simpler.
If anything is wrong, leave the setup link, QR code and profile unused. Do not scan, install, activate, delete or buy a replacement. Contact support with the order number, checkout email, intended destination, travel date, exact phone model and the outcome you are seeking so we can assess the issue before you change anything.
Before install
Wrong plan or changed trip requests are easier to assess before setup starts.
Delivery issue
If setup details do not arrive or are wrong, we can check what happened with your order.
After use
If an eSIM has been installed, activated or used, contact us so we can assess what has happened with the eSIM and the issue you report.
ACL rights
Your Australian Consumer Law rights are not limited by this policy.
Request a refund in your account
Open Refunds in My account, or choose Refunds & help within your eSIM plan. Eligible unused, uninstalled and unactivated plans can be refunded automatically after we verify the network and payment records. You will see the exact amount and confirm permanent cancellation before an automatic refund proceeds.
Some requests, including multi-plan orders, top-ups, mixed payments and plans that need further network checks, require our team to review them. Your request stays saved in your account. Automatic refunds return to the original payment method without a refund fee. Pending payments are shown as processing until the payment provider confirms the result.
The standard 30-day window, applicable promotional refund terms and your Australian Consumer Law rights below still apply. If you checked out as a guest, cannot access your order or need help with a faulty plan, contact us.
Unused and not installed
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.
Wrong plan or changed trip
Leave the setup link, QR code and profile unused. Do not scan, install, activate, delete or buy a replacement. Contact support with the order number, checkout email, intended destination, travel date, exact phone model and requested remedy.
Delivery failure or duplicate order
If setup details are absent, the wrong eSIM appears or two orders exist, stop and do not buy again. Send the affected order number or both order numbers, checkout email, exact phone model, destination and whether either profile was installed or used. We will check delivery and usage before confirming whether a replacement, resend, exchange or refund is available.
Installed, activated or used eSIMs
Installed, activated or used eSIMs are not automatically refundable. We will check the order, eSIM status, usage and the issue you report before confirming whether a refund, replacement, partial refund or other fix is available.
Compatibility issues
Before buying, find the exact model number and sales region, check that variant on the manufacturer’s current eSIM list, confirm Add eSIM is present and ask the provider or seller that supplied or locked the phone to confirm it is unlocked. If incompatibility appears before installation or use, leave the setup details unused and contact support with those exact results and the order number. This does not limit rights where product information or compatibility guidance was wrong or misleading.
Coverage, setup or speed issues
If a plan does not connect, keep the eSIM installed and restore a Wi-Fi connection that lets you sign in and open a normal webpage. Contact support with the order number, exact phone model, country, city, travel date, exact error and the APN, data-line and roaming settings tried as text. If you cannot reach us while travelling, use the screenshot fallback below. Do not upload private setup details through the contact form.
Could not reach us overseas?
Capture the problem now, contact us when you are back online.
If your eSIM will not connect and you cannot reach us while travelling, take screenshots of the error and the APN settings before changing anything. Hide the QR code, activation code or link, full setup email, passwords, card or passport details, EID, IMEI and ICCID. Keep the eSIM installed if you can.
Contact us as soon as you regain a connection, or within 30 days after your trip ends. Include your order number, exact phone model, destination, city and travel dates, and write Screenshot ready. We will tell you how to send the redacted images securely.
The 30-day period is the evidence window for this discretionary fallback. It does not limit any rights you have under Australian Consumer Law.
When a refund is approved
We return the approved amount to the original payment method unless you choose another lawful remedy. Once we submit a card refund, it usually appears within 5 to 10 business days, depending on the bank or card issuer. A recent charge may instead disappear as a reversal.
Deleted eSIMs or accounts
Tell us if you deleted the eSIM or the account connected to it. Deletion can remove troubleshooting evidence and may make reinstallation impossible, but it does not remove rights you may have under Australian Consumer Law.
Sale and discounted orders
A sale price or discount does not remove your Australian Consumer Law rights. Discretionary change-of-mind requests are assessed under the same unused and not-installed conditions unless the offer clearly stated an additional term before purchase.
Black Friday 2026
Black Friday 2026 change-of-mind refund
Plans change. If your Black Friday eSIM has not been installed, activated or used, ask us for a change-of-mind refund within 12 months of purchase.
This applies to paid eSIM orders placed between 27 November 2026 at 12:00am AEST and 30 November 2026 at 11:59pm AEST. Guest orders are included.
The conditions
- Your request has to reach us within 365 days of the day you bought the plan.
- The profile has to show no installation, no activation and no data use. Installed on a phone but never used still counts as installed, which is why we say all three.
- We refund the amount you actually paid, to the payment method you used, unless you choose another lawful remedy. If your plan had a percentage discount, that is the discounted amount. If your plan came with a free upgrade, that is the price of the plan you bought, not the retail price of the larger plan we sent.
- Any SIM Shop Credit earned on the order is reversed with the refund, and Passport progress is recalculated. Guest orders receive the same refund, with no Credit or Passport balance to reverse.
- We will not replace a refund you are entitled to with store credit unless you ask us to.
- This does not extend the plan’s use-by date. If you decide to keep the plan instead of refunding it, the original use-by still applies.
How to ask
Email us with the order number. We check the profile’s installation, activation and usage status with our supplier and come back to you. There is no form and no fee.
Your Australian Consumer Law rights are separate
They are not limited to twelve months, they are not limited to unused profiles and they are not limited to Black Friday orders. This promise sits on top of them and does not replace or reduce them. The ACCC explains those rights at repair, replace, refund, cancel.
Outside the campaign, our standard refund policy above applies.
Daily high-speed and fair use
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 the plan details and troubleshoot, or use the screenshot fallback above if you cannot reach us.
Australian Consumer Law
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, whether cancellation is available and the details of the issue.
Company details
The SIM Shop is operated by The SIM Shop Pty Ltd. ABN 50 699 035 704 and ACN 699 035 704.
