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My eSIMs

Refund Policy

Last updated: October 20, 2026

eSIMs you haven't installed

If you haven't installed your eSIM, you can get a full refund until the install-by date shown on your order page and in your email.

  • Request it with one click on your order page or in My eSIMs.
  • We check with the network that the eSIM has never been installed, then cancel it and refund you. A refunded eSIM stops working and can't be installed.
  • Data add-ons bought for that eSIM are refunded together with it. A data add-on can't be refunded on its own.
  • An eSIM without an install-by date can be refunded the same way as long as it hasn't been installed and hasn't expired.
  • The one-click refund isn't available while a chargeback on the order or one of its data add-ons is open, or while a data add-on is still being added.

Installed eSIMs

An eSIM that has been installed on a device can't be refunded just because you changed your mind, even if you haven't used any data. The same applies after the install-by date. If something goes wrong, the cases below still apply.

If something goes wrong

  • If we can't deliver your eSIM or add a data add-on you paid for, if an order held for a security check isn't approved, or if your billing or card country is one where we can't sell, we refund you in full automatically.
  • If your eSIM is installed but doesn't work on the network, contact us at support@lumsim.com. We review each case. If the service wasn't provided as described and we can't fix it, we refund you in full or in part.

How refunds are paid

Refunds go back to the payment method you used, in the currency you paid. We don't give store credit or a balance. We issue a credit note for your invoice through Stripe. Your bank may take 5 to 10 business days to show the refund.

Your right of withdrawal

At checkout you ask us to deliver your eSIM immediately and confirm that your right of withdrawal ends once it is delivered. This refund policy is a voluntary promise on top of that. It doesn't affect your legal rights, for example if a service is faulty or not as described.

Payment disputes

Please contact us before you dispute a payment with your bank; we can usually help faster. If you open a dispute, we suspend the eSIM while it is open. If the dispute is decided against us, the eSIM stays suspended.

Contact

Questions about a refund: support@lumsim.com.