At EscapeSIM, we strive to provide the best eSIM solutions to our valued customers. Our return and refund policy is designed to ensure a fair and transparent process for both our customers and us. Please read the following policy carefully to understand the guidelines for requesting returns and refunds for our eSIM products:

1. Unactivated eSIM: 

If you have purchased an eSIM but have not yet activated or downloaded it, you may be eligible for a refund. Please note that a small fee may apply for processing the refund.

2. Activated or Downloaded eSIM:

If you have already activated or downloaded your eSIM, any request for a refund will be subject to a thorough troubleshooting process. This process aims to identify and address any technical malfunctions or issues that may have caused the eSIM to not function as expected.

3. Troubleshooting Process: 

If you have downloaded the eSIM, our customer support team will guide you through a troubleshooting process. In most cases, this process helps identify and resolve setup issues, allowing you to fully utilize your eSIM. We encourage customers to promptly reach out to us for assistance during the troubleshooting process. We are here to help you make the most of your eSIM experience.

4. Eligibility for Refund:

Refunds for activated or downloaded eSIMs will only be considered if a technical malfunction is identified during the troubleshooting process. If the eSIM has been downloaded and no technical malfunction is found, a refund may not be possible.

5. Timeframe for Refund Requests: 

Refund requests for unactivated eSIMs must be made within 30 days from the purchase date and require cooperation in troubleshooting. Refund requests for activated or downloaded eSIMs must also be made within 30 days time from the purchase date.

6. No Refund Scenarios:

Refunds for downloaded eSIMs may not be possible if the customer does not promptly reach out for assistance during the troubleshooting process, If the eSIM has been downloaded and the customer does not use it due to personal reasons (e.g., travel plans change), a refund may not be applicable. Refunds will not be considered for expired packages. Fraudulent or unauthorized purchases may be refused.

7. Customer Support: 

Our customer support team is available to assist you with troubleshooting and resolving any technical issues you may encounter. We encourage customers to reach out for assistance before seeking a refund, as our team can often help resolve issues quickly.

8. Refund Processing: 

If you are eligible for a refund, the refund amount will be determined based on the circumstances of your case. Refunds will be processed using the original payment method used for the purchase.

Please note that our return and refund policy may be subject to updates or changes. We recommend reviewing this policy periodically to stay informed about any modifications.

9. Disclaimer

To the fullest extent permissible by the prevailing legal framework, escapesim.com.au explicitly disclaims all warranties, whether expressed or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. No warranty is extended as to the documents, products, or services being free from errors, or that defects will be rectified, or that our website or its server is free from viruses or any other detrimental components.

While we diligently strive to maintain the utmost accuracy, reliability, and currency of information on our website, we make no warranties or representations concerning the use or outcomes of using any document, product, service, link, or information contained on our website, including their accuracy, suitability, reliability, or any other aspect.

It is your responsibility, rather than escapesim.com.au, to bear all expenses related to servicing, repairs, or corrections. The statutory regulations in your specific state or territory may not permit these exclusions, especially as they pertain to certain implied warranties. Some of the disclaimers outlined above may not be applicable to your circumstances; however, it is vital that you are fully aware of any potential risks involved in the utilization of our website, products, or services.

If you have any questions or require further assistance, please do not hesitate to contact our customer support team. We value your satisfaction and are here to ensure you have a positive eSIM experience with EscapeSIM.