Refund policy

Last updated: August 2026

At DealeSIM, we want customers to feel confident about their purchase. Because eSIMs are digital products, refund eligibility depends on whether the eSIM has already been issued, installed, activated, or used.

DealeSIM sells digital eSIM products only. No physical SIM card is shipped.

1. Refunds for Unused eSIMs

You may be eligible for a full refund if:

  • the eSIM was purchased directly from dealesim.com;
  • the eSIM has not been installed or activated;
  • the eSIM has not been used; and
  • the refund request is submitted within 30 days of purchase.

Once an eSIM has been installed, activated, or used, it may no longer be eligible for a refund because the digital product has already been delivered and made available for use.

2. Device Compatibility and Carrier-Locked Devices

Before purchasing, customers are responsible for confirming that their device:

  • supports eSIM technology;
  • is carrier-unlocked; and
  • is compatible with the purchased eSIM plan.

If you discover that your device does not support eSIM or is carrier-locked, you may be eligible for a full refund if:

  • the eSIM QR code has not been scanned;
  • the eSIM has not been installed or activated;
  • no data has been used;
  • the request is made within 30 days of purchase; and
  • you provide reasonable evidence confirming the incompatibility or carrier lock.

Examples of supporting information may include a screenshot of your device settings or information provided by your mobile carrier.

3. Technical or Connection Issues

If your eSIM cannot be used because of a technical issue with the eSIM service, please contact us as soon as possible while you are still at your destination.

Our support team may ask you to complete reasonable troubleshooting steps, which may include:

  • confirming that the eSIM is enabled;
  • enabling data roaming;
  • checking APN settings;
  • restarting the device;
  • selecting an available network manually; or
  • reviewing other relevant device or network settings.

If we confirm that the purchased eSIM cannot be used as intended and the issue cannot be resolved, you may be eligible for a full or partial refund depending on the circumstances and whether any data has already been used.

We may not be able to guarantee a refund for connectivity issues reported only after your trip has ended, because the original device and network conditions may no longer be available for troubleshooting.

4. Non-Refundable Situations

Refunds generally will not be issued where:

  • the eSIM has already been successfully installed or activated;
  • the data allowance has been partially or fully used;
  • the refund request is submitted more than 30 days after purchase;
  • the eSIM was deleted or removed after installation;
  • the customer attempted to transfer or reinstall the eSIM on another device where the eSIM does not support transfer or reinstallation;
  • the issue results from incorrect device settings, incorrect installation, or other user configuration issues;
  • the device is incompatible or carrier-locked and the eSIM has already been installed or consumed;
  • the eSIM is used outside its supported destination or coverage area; or
  • the issue is caused by circumstances outside the intended use of the purchased plan.

5. Network Availability and Conditions Outside Our Control

DealeSIM does not own or operate mobile networks.

Connectivity is provided through third-party mobile network operators. Network availability and performance may vary depending on factors such as:

  • location;
  • device;
  • local carrier coverage;
  • network congestion;
  • maintenance;
  • outages;
  • signal conditions; and
  • other circumstances outside DealeSIM's reasonable control.

DealeSIM cannot guarantee uninterrupted coverage, signal strength, connection speed, or network availability in every location.

Refund eligibility for connectivity issues will be assessed based on the circumstances, troubleshooting results, whether the eSIM functioned as described, and whether any data was used.

6. Suspicious or Fraudulent Activity

We reserve the right to refuse or limit a refund request where there is reasonable evidence of:

  • fraud;
  • payment abuse;
  • chargeback misuse;
  • repeated or abusive refund requests;
  • unauthorized use of a payment method; or
  • violation of our Terms of Service.

This does not affect any rights that cannot legally be excluded under applicable consumer protection laws.

7. How to Request a Refund

To request a refund, contact us at:

support@dealesim.com

Please include:

  • your order number;
  • the email address used for the purchase;
  • the reason for your refund request; and
  • any relevant screenshots or supporting information, where applicable.

We will review your request and may contact you for additional information if needed.

8. Refund Processing

Approved refunds will be issued to the original payment method used for the purchase.

Once processed by DealeSIM, refunds typically appear within 5–10 business days, depending on your bank, card issuer, or payment provider.

Processing times are controlled by the payment provider and may vary.

9. Contact Us

If you have questions about this Refund Policy or need assistance with an eSIM before requesting a refund, please contact:

DealeSIM
Email: support@dealesim.com
Website: https://www.dealesim.com

We normally respond within one business day.