Refund Policy
Last updated 6 October 2026. Our online store opens on 1 November 2026; these policies apply to orders from that date.
Your eSIM is a digital product delivered straight away, so this policy explains when we refund you. It sits alongside our Terms of Service and does not affect your legal rights.
When we will refund you
- We took payment but could not deliver your eSIM.
- Your eSIM does not work because of a fault on our side or our supplier’s, and we cannot fix it or replace it within a reasonable time.
- The eSIM is not as described on the plan page (for example, wrong destination or allowance).
- You were charged more than once for the same order.
If your eSIM is faulty, we will first try to repair or replace it. If we cannot, we will refund you or reduce the price, as the Consumer Rights Act 2015 requires.
Your 14-day right to cancel
For online purchases you normally have 14 days to cancel. At checkout you ask for your eSIM to be delivered immediately and acknowledge that you lose this right once delivery has begun, as the law allows for digital content. If you cancel before your eSIM details are delivered, we will refund you in full.
When we usually cannot refund
- Your phone does not support eSIM or is locked to another network. Please check before you buy.
- You changed your mind after your eSIM details were delivered.
- You did not install the eSIM before travelling, or did not follow the install guide, and the eSIM works as described.
- Data was used up or the plan expired, or coverage or speed was lower than you hoped for but the service works as described.
- You deleted the eSIM from your phone, since an installed eSIM usually cannot be reinstalled.
We look at every case individually. If you are in a situation not covered here, please get in touch — we may be able to help even where we are not required to.
How to ask for a refund
Email support@simstretch.com with your order reference and a short description of the problem. A screenshot of any error message helps. We aim to reply within 2 working days.
How refunds are paid
Approved refunds go back to the card or payment method you used, normally within 14 days of us agreeing the refund. Your bank may take a few more days to show it.