Refund policy
Refunds for digital eSIM orders
Because an eSIM can be delivered and used immediately, refunds are limited. Mandatory consumer rights under applicable law are not restricted by this summary.
When a refund may apply
- Payment was taken but the eSIM was not provisioned.
- Delivery failed because of a confirmed Tellsim-side or network-side provisioning failure.
- You were charged more than once for the same order.
- Applicable law requires a refund.
When refunds are generally unavailable
This generally includes incompatible or carrier-locked devices, wrong plan or destination choices, incorrect email details, deleted eSIMs, local coverage limitations, or plans that were correctly delivered, installed, activated, used, expired, or depleted.
Request timing
A claim that an eSIM is non-functional must be submitted within 14 days of purchase and before the eSIM has been activated, substantially used, expired, or depleted.
How to request a review
Email support@tellsim.com with the checkout email, order number, and a clear description of the issue. The full contractual policy is in the Terms of Service.