Refund & Return Policy

At Hi eSIM, we strive to ensure that all our customers are satisfied with their eSIM purchase. We understand that issues may arise, and we have established the following refund policy to address these situations fairly and efficiently.

1. Eligibility for Refunds

We offer refunds under the following specific conditions:

  • eSIM Not Delivered: If you did not receive the eSIM QR code or activation details via email within the expected timeframe due to a technical error on our part.
  • eSIM Cannot be Installed: If the eSIM cannot be installed on a compatible, unlocked device due to a technical defect with the eSIM profile itself. You must contact support for troubleshooting before a refund is issued.
  • Network Service Failure: If the eSIM installs successfully but fails to connect to any network in the destination country, provided that coverage is expected in that location and you have contacted support for assistance.

2. Non-Refundable Situations

Refunds will not be issued in the following scenarios:

  • Incompatible Device: If you purchase an eSIM for a device that is not eSIM-compatible or is carrier-locked. It is the customer's responsibility to check device compatibility before purchase.
  • Change of Mind: If you verify/install the eSIM and then decide you no longer want or need it.
  • Incorrect Purchase: If you purchase the wrong package (e.g., wrong country or data amount) and have already scanned the QR code or installed the eSIM.
  • Expired eSIMs: If you fail to install or use the eSIM within its validity period.

3. Requesting a Refund

To request a refund, please contact our support team at support@hi-esim.com or use the Contact Us form on our website. Please provide:

  • Your Order ID (e.g., ORD-123456).
  • A detailed description of the issue.
  • Screenshots showing the error or issue (if applicable, e.g., error messages during installation or "No Service" status).

4. Processing Time

Once your refund request is approved, the refund will be processed back to your original payment method. Please allow 5-10 business days for the funds to appear in your account, depending on your bank or payment provider.

Last Updated: January 2026