An eSIM is a digital product that is delivered to you by email, so there is nothing to send back. This policy sets out when we give refunds.
When you can get a full refund
- You haven't installed the eSIM. Ask within 30 days of purchase and we will refund you in full, provided the eSIM has not been installed on any device.
- We didn't deliver your eSIM. If you haven't received your eSIM within 24 hours of paying and we can't deliver it, we will refund you in full.
- The eSIM doesn't work because of a problem on our side, such as a network or supplier fault that support can't fix. We will offer a replacement eSIM or a full refund.
When we can't give a refund
- The eSIM has been installed or has started using data, unless it doesn't work because of our fault.
- Your phone isn't eSIM-compatible or is carrier-locked. Please check this before you buy; the eSIM can't be moved to another device.
- You deleted the eSIM from your device, or bought a plan for the wrong destination and already installed it.
- You didn't use all of your data or all of the days in your plan.
How to ask for a refund
Email info@simgoose.com with your order number (it's in your confirmation email) and a short description of the problem. If the eSIM isn't working, screenshots of your device's mobile data settings help us sort it out faster.
Approved refunds go back to your original payment method within 5–10 business days, depending on your bank.
Your legal rights
This policy doesn't affect your statutory rights. In the UK and the EU you normally have 14 days to cancel an online purchase. Because an eSIM is digital and delivered straight away, at checkout we ask you to confirm that you want immediate delivery and understand that this right ends once your eSIM is delivered. We confirm this in your order email. The refunds described above still apply.
See also our Terms of Service.