Refund Policy
Overview
At Nexus eSIM, we want your eSIM to work smoothly. Because eSIMs are digital products delivered immediately, purchases are generally final. Refunds are considered only for verified problems caused on our side that prevent the purchased service from being provided or used.
When a refund may be approved
You may qualify for a refund only when Nexus eSIM verifies that a technical, service-delivery, system, or billing problem caused on our side prevents the purchased service from being provided or used, and our support team cannot resolve the problem. Eligibility is determined after investigation and is not automatic.
When refunds are not available
Refunds are not available merely because the eSIM has not been installed, activated, or used; because the same plan or another plan was purchased twice by mistake; when your device does not support eSIM; when your phone is carrier-locked; when the wrong destination or plan was purchased; when installation instructions were not followed; when part of the plan was used; or when you change 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.