Refund policy

How to request a refund

Email [email protected] with your order number (it starts with NR-) and the email you used at checkout. A member of our team reviews your request and processes the refund — there is no self-service refund button on the website.

Our 30-day unused refund

You can get a full refund when all of these are true:

• You ask within 30 calendar days of buying the eSIM;
• The eSIM is unused and has not been activated;
• Where an eSIM has already been issued for the order, its current state still allows us to cancel it safely.

A qualifying refund is always a full refund of the amount you paid, returned to the original payment method.

If the eSIM has been activated or used

An eSIM that has been activated or used is not eligible for our voluntary 30-day unused refund. This does not affect any rights you may have under applicable consumer law — see “Your statutory rights” below.

Installed but not activated

Installing an eSIM on your phone is not, by itself, the deciding factor. What matters is the actual state of the eSIM — whether it has been activated or used, and whether it can still be safely cancelled — together with the rules and exclusions on this page.

Locked or incompatible phones

We cannot refund an eSIM you couldn’t install or use because your phone is locked to a network, doesn’t support eSIM, or is otherwise incompatible with eSIM plans. This is why we ask you to check before buying that your phone is unlocked and eSIM-compatible — see eSIM compatible devices for how to check your exact model.

Duplicate purchases

Bought the same plan twice by mistake? A duplicate order can be refunded under the same conditions as the 30-day unused refund: ask within 30 days, and the duplicate eSIM must be unused, not activated and still safely cancellable.

If the service doesn’t work

If something on our side prevents your eSIM from working, contact support first so we can investigate. If we cannot provide the usable service you paid for and a refund is the right resolution, we will refund you in full through our standard refund process. We can’t promise an automatic refund for every technical complaint — each one is reviewed.

Coverage, signal and speed

Mobile availability, signal and speed vary by location, device and network conditions, and no retailer can guarantee them at every spot. A complaint about weak coverage or slow speeds is reviewed case by case after investigation — poor performance on its own does not guarantee a refund.

When the money arrives

Once we issue a refund, the time it takes to appear on your card or account depends on the payment network, your card issuer and your bank — we can’t promise a fixed posting time.

Your statutory rights

This policy is in addition to any rights you may have under applicable consumer law and does not limit your statutory rights.

Questions about a specific order? Contact support with your order number and we’ll take it from there.