Refund Policy
Overview
At Nexus eSIM, we want your eSIM to work smoothly. Because eSIMs are digital products delivered instantly, refunds are reviewed carefully and depend on the status of the eSIM, the issue reported, and the information provided.
When a refund may be approved
You may qualify for a refund if the eSIM has not been installed, activated, or used; if a verified technical issue on our side prevents service delivery; if you accidentally purchased the same plan more than once; or if you were charged incorrectly because of a system or billing error.
When refunds are not available
Refunds are usually not available when the eSIM has already been activated or used, your device does not support eSIM, your phone is locked by a carrier, the wrong destination or plan was purchased, installation instructions were not followed, only part of the plan was used, or you changed your mind after purchase.
Network coverage and speed
Mobile coverage and speed depend on local operators, location, signal quality, device settings, and network traffic. Weak coverage or slower speed in certain areas does not automatically qualify for a refund.
How to request a refund
Contact our support team with your order number, email address, eSIM ICCID if available, the issue you experienced, and screenshots or device details when requested. The clearer the information, the faster we can review the case.
Review process
Our team may ask you to complete troubleshooting steps before approving a refund. If the issue can be resolved and the eSIM becomes usable, a refund may not be issued.
Refund timeline
Refund requests should be submitted within 7 days of purchase. Approved refunds are returned to the original payment method. Processing time depends on the payment provider and usually takes 5 to 10 business days.
Chargebacks and abuse
Please contact us before opening a chargeback. Unresolved chargebacks or abusive refund requests may lead to account restrictions and may affect future purchases.
Policy updates
We may update this Refund Policy at any time. Changes will be published on this page and apply from the date of publication.