We want you to be happy with your Travinger eSIM. Because eSIMs are digital and delivered instantly, refunds work a little differently from physical products — here’s exactly how.
1. Digital product, delivered instantly
An eSIM is a digital product. The moment it’s installed on a device or activated on a network, it can’t be “returned”, so activated or used plans generally aren’t refundable. The good news: you can check almost everything (compatibility, coverage, plan size) before you install.
2. When you can get a refund
- You bought a plan and haven’t installed or activated it, and you ask within 180 days of purchase.
- Your eSIM is faulty or won’t connect, and our support team can’t fix it.
- You were charged twice or made a clear accidental duplicate purchase.
3. Exchanges
Bought the wrong destination, or a plan that’s too small? If the eSIM is unused — never installed on a device and never activated on a network — we’ll exchange it for a different plan within 180 days of purchase.
- Swap to any other Travinger plan. If the new plan costs more, you pay the difference; if it costs less, we refund the difference to your original payment method.
- We cancel the original eSIM and issue the new one, so only the plan you actually want stays on your account.
- There’s no exchange fee and nothing to post back — everything is digital.
Once an eSIM has been installed or activated it can’t be exchanged, for the same reason it can’t be refunded — the plan is already live on the network.
4. When a refund isn’t available
- The eSIM has been installed, activated, or used (even partly).
- You bought the wrong plan or destination and already installed it. (Not installed yet? See Exchanges below.)
- Your device turned out to be locked or not eSIM-compatible — please check compatibility before buying.
- Your data allowance or validity period simply ran out.
5. How to request a refund or exchange
Email [email protected] with your order number and a short description of the issue — or, for an exchange, the plan you’d like instead. If it’s a technical problem, a few details about your device and what you’re seeing helps us fix it faster.
6. How refunds are processed
Refund processing time: 3 days.
We’ll review your request promptly. If it’s approved, we refund to your original payment method — it usually appears within a few business days, depending on your bank or provider.
7. A quick note on chargebacks
If something’s gone wrong, please reach out to us first — we can almost always sort it out faster than a bank dispute.
8. Contact us
Not sure whether your situation qualifies? Just ask: [email protected].