About digital eSIM products
An eSIM is a digital product delivered electronically as a QR code. Once issued, it cannot be physically returned or resold like a conventional product. Refund requests are therefore assessed using delivery, installation, activation, network connection, and data usage records.
Cancellation and refund conditions
If for any reason you need to cancel your order, you may cancel it before completing payment.
Once the eSIM QR code has been sent to your email, NexaEsim does not accept order cancellations under any circumstances.
NexaEsim will issue a refund only if the eSIM has a problem that NexaEsim cannot help you resolve.
Therefore, to protect your rights, please contact NexaEsim if you encounter any issue while using a travel eSIM supplied by NexaEsim.
When a refund may be approved
A refund may be considered only when all of the following conditions are met:
- The eSIM has a verified technical problem that prevents installation, activation, or use of the purchased service.
- You contacted NexaEsim support and provided the information reasonably required to investigate the issue.
- You followed the troubleshooting instructions provided by NexaEsim and kept the eSIM installed while the case was reviewed.
- After investigation, NexaEsim confirms that the problem cannot be resolved.
When a refund is not available
Unless NexaEsim confirms an unresolved eSIM fault, refunds are not available in the following cases:
- A cancellation, change-of-mind, duplicate purchase, or travel-plan change requested after the eSIM QR code was sent.
- The device does not support eSIM, is carrier-locked, or is otherwise incompatible. Please check the compatible-device list before purchase.
- An incorrect or inaccessible email address was entered at checkout after the QR code was delivered to that address.
- The eSIM was deleted, transferred, installed incorrectly, or used contrary to the installation instructions or supported coverage.
- The eSIM connected successfully or recorded data usage and there is no verified unresolved technical fault.
- Service variation caused by device settings, local signal conditions, temporary carrier outages, country-wide network restrictions, or local regulations outside NexaEsim's control.
How to request a refund review
Email support@nexaesim.com and include the following information so our team can investigate:
Order details
Your order number and the email address used for the purchase.
Issue description
A clear description of the problem, when it occurred, and the troubleshooting steps already attempted.
Device and trip details
Device model, operating-system version, destination, and intended travel dates.
Supporting evidence
Screenshots of error messages, eSIM settings, and network status. Hide passwords, payment-card details, and other sensitive information.
Recommended email subject: Refund Review — [Order Number]
Our support team typically responds within 24 hours.
Review and refund timeline
Technical review
After receiving sufficient information, NexaEsim normally reviews the case within 1–3 business days and sends the outcome by email.
Approved refund
An approved refund is normally submitted within 5–10 business days to the original payment method.
The date the funds appear in your account depends on your bank or payment provider. Currency-conversion charges and fees imposed by banks or intermediaries are outside NexaEsim's control.