eSimAccess - Refund Policy

Last updated: November 2025

Thank you for shopping at eSIMAccess.uk, operated by STRATOS TECH LTD, registered in England and Wales (71–75 Shelton Street, Covent Garden, London, WC2H 9JQ).

Please read this Refund Policy carefully before making a purchase. By completing a transaction, you acknowledge and agree to the terms below.

1. Digital Product Nature

Our products (eSIMs and digital connectivity plans) are non-physical and non-returnable digital goods.
Once an eSIM activation code or QR profile is delivered, it cannot be returned, cancelled, or reused.

Therefore, we can only issue refunds under specific, limited circumstances described below.

2. Eligibility for Refund

A refund may be approved only if one of the following applies:

⚠️ Non-delivery:
The eSIM QR code or activation details were not delivered to your registered email address within the promised timeframe (typically within a few minutes to 1 hour after payment).
⚙️ Technical issues (on our side):
You were unable to activate your eSIM due to a verified technical issue on our system or an operator error, and our support team was unable to resolve it.
📱 Incorrect compatibility listing:
The plan purchased was not compatible with your device, and this incompatibility was not clearly mentioned on our website or product description.

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

The device is locked, incompatible, or not eSIM-enabled, when this was already stated on our website.
The customer entered incorrect details (such as wrong email address or country).
The customer did not follow activation instructions or did not contact support for troubleshooting.
The eSIM was successfully delivered or activated, regardless of data usage.
The customer changed their mind after purchase.
Partial usage of data or unused validity period.

4. How to Request a Refund

To request a refund, please contact our support team within 48 hours of purchase.
Include:

Your order number
The email address used for purchase
A detailed description of the issue (screenshots or error messages help speed up processing)

📧 Email: support@esimaccess.uk
📞 Phone: +44 7537 167272

Our team will review your request and respond within 1–3 business days.

5. Refund Processing

If your refund request is approved:

Refunds will be issued to your original payment method (e.g., Stripe, credit/debit card).
Processing time: 5–10 business days depending on your payment provider.

If your payment provider charges transaction or exchange fees, those may not be refundable.

6. Failed Activations or Network Issues

If an eSIM fails to activate due to network provider issues, we will assist you in troubleshooting.
If the issue persists and is verified as not user-related, we will issue a replacement eSIM or refund at our discretion.

7. Fraud, Abuse, and Chargebacks

eSIMAccess.uk reserves the right to deny refunds or future service to customers who:

File false or fraudulent refund claims.
Abuse the system by repeatedly requesting refunds.
Initiate chargebacks without prior contact or resolution attempts.

Such actions may result in permanent account suspension or legal action.

8. Contact Information

If you have questions or need help with a refund, please reach out to:

STRATOS TECH LTD
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ
📧 support@esimaccess.uk
📞 +44 7537 167272