Refunds & Cancellations.
Our website currently operates as a catalogue, with purchases unavailable. This page outlines our planned approach to cancellations, eSIM problems and refunds before sales begin.
Catalogue-only: You can browse our plans and contact eSIM.London by email or contact form, but you cannot currently place an order. We will confirm the final refund procedures and plan-specific conditions before sales begin. Nothing on this page removes your statutory consumer rights.
What happened? Start here.
The outcome depends on the order details, whether supply has begun, the plan conditions and your legal rights. These are the situations we'll assess.
You want to cancel before using your eSIM
We'll need to check the order and delivery status, whether the eSIM has been supplied and any applicable cancellation rights. Not installing an eSIM does not, by itself, determine refund eligibility.
You've changed your travel plans
Let us know the circumstances. Changes of mind and changes to travel dates are assessed under the applicable cancellation terms and legal requirements.
Your eSIM doesn't work as expected
We may first check compatibility, installation, network selection, coverage and plan status. If the plan is faulty or not as described, applicable consumer remedies remain available.
Your plan isn't what was advertised
If data allowance, validity, coverage or another important feature differs from the description given at purchase, we'll review the evidence and the remedies required by law.
How a request will be handled
Provide the order reference, the destination and a short explanation of the issue.
We examine the plan, fulfilment status and relevant legal rights, including any technical fault.
Where due, the appropriate remedy may be a fix, replacement, price reduction or refund.
Your legal rights still apply.
Some online purchases carry a 14-day cancellation period, but rules can differ for digital content and services. Starting supply early may affect cancellation rights only when the relevant legal conditions are met.
If digital content or a service is faulty, not supplied as agreed or not as described, remedies may still be available even where a change-of-mind cancellation does not apply.
What to have ready.
These details can help us understand a request without unnecessary back-and-forth.
- Your order number and the email address used to order
- The country or region and the eSIM plan purchased
- A short description of the issue or reason for cancellation
- If there's a technical problem, the device model and relevant error details
Quick answers.
Can I cancel after receiving an eSIM QR code?
Receiving a QR code, installing an eSIM and starting the underlying service are different events. Cancellation rights depend on the contract type, the relevant legal conditions, any valid consent to early supply and the order status. We won't treat QR delivery alone as a universal reason to refuse a legally required remedy.
What if the eSIM installs but there's no mobile data?
Check that the correct eSIM is selected for mobile data, that the plan is active for your destination, and that roaming or network settings match the supplier's instructions. Our installation guide explains the usual steps. If the service still does not work, the issue may need review against the plan description and consumer rights.
What if my phone isn't eSIM-compatible?
Please check the exact model, country variant and network-lock status before purchasing. If the information provided at the point of sale was inaccurate, statutory remedies may apply. You can use our Compatible Devices guide to check the usual requirements.
How would an approved refund be paid?
Where a refund is due, the payment method and timing will follow applicable UK law and the confirmed checkout arrangements. Qualifying consumer refunds will not be replaced with store credit without the customer's agreement where the law requires monetary reimbursement.
Need more guidance?
Use our contact form or email info@esim.london with your enquiry.