Refund Policy

Digital product and cancellation

An eSIM is a digital product. You may ask us to cancel an order before its QR code or activation details have been issued. Once an eSIM has been delivered, the order generally cannot be cancelled, returned or transferred.

When a refund may be available

We may issue a full or partial refund when a confirmed NexaEsim or supplier fault prevents the purchased plan from working and our support team cannot resolve it after reasonable troubleshooting. Contact us promptly and before deleting the eSIM from your device.

Items that are not refundable

• A carrier-locked, incompatible or unsupported device.
• A QR code that was installed, deleted, transferred, shared or scanned on the wrong device.
• Coverage, speed, congestion, fair-use limits or local network restrictions outside our control.
• Unused data, change of mind, incorrect travel dates, an incorrect email address, or an expired plan.
• Suspension caused by prohibited, fraudulent or abusive use.

How to request a refund

Email support@nexaesim.com with your order number, device model, destination, a description of the issue and relevant screenshots. We may request diagnostic information needed to verify network and installation status.

Approved refunds are returned to the original payment method. Processing can take up to 10 business days after approval; bank, card or currency conversion fees are outside our control.