Refund Policy

Refund Policy

Because eSIM is a digital telecommunication product, once issued, it cannot be physically returned. However, we offer refunds under specific conditions to ensure a fair customer experience.

Eligible for Refund

A refund may be provided if:

  • The eSIM QR code cannot be activated, and

  • Our support team verifies that the issue cannot be resolved

Examples of valid refund cases:

  • QR code is invalid

  • eSIM fails to activate despite correct installation and device compatibility

Not Eligible for Refund

Refunds cannot be provided if:

  • The device is not eSIM-compatible

  • The device is SIM-locked

  • The user activated the eSIM but later changed plans

  • The validity period expired

  • The user provided incorrect information during purchase

Support Requirement

Before a refund can be granted, you must contact our support team and allow us to assist in troubleshooting.

Refund Process

If approved, refunds will be returned to your original payment method. Processing times depend on the payment provider (usually 3–10 business days).

Contact for Refund Requests

Please reach out to our support team at:
my@malaysia-esim.com