Returns and refunds, plainly put.
What can be refunded, how long you have, and what happens next.
Last updated · Sep 7, 2026On this page
At EscapeSIM we want every trip to start with a working eSIM. This policy sets out when a return or refund is possible, so the process is fair and predictable for you and for us. Please read it before you request a refund.
Unactivated eSIMs
If you have bought an eSIM but have not yet activated or downloaded it, you may be eligible for a refund. A small fee may apply to cover processing.
Activated or downloaded eSIMs
Once an eSIM has been activated or downloaded, any refund request goes through troubleshooting first. That process is there to find and fix technical faults that stop the eSIM working as it should.
A refund for an activated or downloaded eSIM is considered only where a technical malfunction is identified during troubleshooting. If no malfunction is found, a refund may not be possible.
The troubleshooting process
If you have downloaded the eSIM, our support team will walk you through troubleshooting. In most cases this identifies and resolves a setup issue and you can use the eSIM as intended. Please get in touch promptly — the sooner we hear from you, the more we can do.
Our troubleshooter covers the most common problems and is the quickest place to start.
Time limits
Refund requests for unactivated eSIMs must be made within 30 days of the purchase date, and require your cooperation in troubleshooting. Refund requests for activated or downloaded eSIMs must also be made within 30 days of the purchase date.
When a refund is not possible
A refund for a downloaded eSIM may not be possible in these cases:
You do not reach out for help promptly, so troubleshooting never happens.
The eSIM was downloaded but went unused for personal reasons, such as travel plans changing.
The package has already expired.
The purchase was fraudulent or unauthorised. These may be refused.
How refunds are processed
Where you are eligible for a refund, the amount is determined by the circumstances of your case. Refunds are paid back using the original payment method.
Customer support
Our support team can help with troubleshooting and with any technical issue you run into. Please talk to us before requesting a refund — we can usually sort the problem out quickly.
Disclaimer
To the fullest extent permitted by law, escapesim.com.au disclaims all warranties, express or implied, including implied warranties of merchantability and fitness for a particular purpose. We give no warranty that documents, products or services are free from errors, that defects will be rectified, or that our website or its server is free from viruses or other harmful components.
While we work hard to keep the information on our website accurate, reliable and current, we make no warranties or representations about the use or results of using any document, product, service, link or information on it, including their accuracy, suitability or reliability.
It is your responsibility, rather than escapesim.com.au, to bear the cost of any servicing, repairs or corrections. The law in your state or territory may not allow these exclusions, particularly as they relate to certain implied warranties, so some of the disclaimers above may not apply to you — but it is important you understand the risks involved in using our website, products or services.
Changes to this policy
This return and refund policy may be updated from time to time. We publish changes on this page, so please review it periodically to stay informed.