Shipping & return

Delivery and Return Policy

Thank you for choosing esimN. Like any shopping experience, we also have applicable terms and conditions. Please note that by shopping on esimN, you agree to the following terms and conditions:

Delivery and Return Policy

This shipping and return policy (hereinafter referred to as the "Policy") describes how you can return an eSIMN card ordered from the eSIMN website (hereinafter referred to as the "Website" or "Service") to obtain an eSIMN card. This policy is an agreement between you ("User", "You", or "Your") and esimN ("esimN", "We", or "Our"). You should read this policy to understand the exact prerequisites required for applying for a cargo authorization statement, the procedures to be followed for sending an esimN card, and your cooperation responsibilities to ensure the successful delivery of the esimN card sent to you first.

If you receive an eSIMN card but are not completely satisfied, you can return the eSIMN card within 14 days after delivery according to the specified return conditions and request a refund of the value of the eSIMN card.

Delivery Notice

Purchase proof: In order to process your return, we need your order number as proof of purchase. Please note that without this proof, we will not be able to provide return services.

Delivery Certificate
You agree that when the goods are displayed as "delivered" in the tracking system of the transportation company, it shall be deemed that the goods have been received.
Delivery does not require you or anyone representing you (including freight forwarders) to sign and can be delivered to any location at the delivery address, including but not limited to your email or neighbors.

Cancel order

If you want to cancel your order, you must contact our customer support team.
Orders can only be cancelled if a shipping label has not been created before shipment and the cancellation request has been confirmed by esimN.
If the order has already been shipped, it cannot be cancelled.
If the cancellation request is not confirmed by esimN, esimN will not confirm it.

delivery date

The delivery date is only an estimate and depends on the delivery method and delivery partner, and cannot be guaranteed.
Please understand that delivery delays are beyond the seller's control. If the goods do not arrive on the expected delivery date, please notify us and we will investigate with the shipping company.
From the date of complaint, the shipping company will have up to 8 weeks to complete the investigation.
Unless the shipping company completes the investigation.
This will only be done when the investigation results of the transportation company indicate 'lost goods'.

Your cooperation obligation

In order to successfully deliver the goods, you have an obligation to cooperate.
You are not allowed to refuse to accept the goods.
If you refuse to accept the goods, you agree to pay the return shipping fee and the cost of refusing to accept the goods.
You must pay all local fees, including but not limited to
Import taxes, tariffs, local value-added tax, local delivery fees, pickup fees, storage fees, and any other fees that may be levied by local delivery partners, tax authorities, customs, etc.
If the goods are returned to us (sender) due to non payment of local fees, you agree to pay the return shipping fee and all costs associated with returning the goods to the sender.
When placing an order in the email, you must ensure that the recipient name you provide is clearly visible.
If the goods are returned to us (the shipper) due to incomplete goods, incorrect address or spelling errors, or due to a lack of correct and clear address, you agree to pay the return shipping fee and all other expenses incurred in returning the goods to the shipper.

Return sender

If the goods are returned to us (the shipper) for any reason, including not being at the Post Office ™） Pick up, you agree to pay for the return shipping fee and all other expenses incurred in returning the goods to the shipper.
Claim through PayPal or credit card company
Reason for complaint "non receipt of goods": Regardless of the outcome of the dispute, you agree to pay a $25 handling fee to esimN for each "non receipt of goods" or similar dispute, and the shipping company declares that the goods have been "delivered".
Reason for complaint: "The product does not match the description": You agree to pay a $25 handling fee to esimN for each dispute of "not matching the description" or similar type, as well as for the esimN APP reporting that the device is "incompatible" or "not yet compatible", regardless of the outcome of the dispute.

Refund and Return Notice

To return the eSIMN card and receive a refund, you must contact our customer service team to explain the reason for the return. Once approved, you can return the item according to the return instructions. We do not accept returns without prior contact.
Before returning, you must contact our customer service team to explain the reason for the return. Once approved, you can return the item according to the return instructions. If you return the item without contacting us, we will not bear any consequences.
ESImN allows for reasonable use and testing methods. If damage is caused during the testing process or due to improper use, we reserve the right to charge you for the damage.
If you return the eSIMN card to us, you must include the product itself, the original packaging, and any accompanying materials. You must ensure that they are packaged properly. If the packaging has been opened, please carefully repackage to ensure that it is returned in its original packaging.
Shipping or return fees are non refundable.

Reason for rejection of return

EsimN strictly adheres to the return procedure to protect the interests of consumers. Any returns not received will not be processed for approval.
Products that do not comply with the return policy (such as products that do not conform to their original form or function, or products that are returned incorrectly) and products that are only gifts are not considered eligible for return.
If the product you send us does not belong to eSIMN, or if the product is lost during transportation, we will not issue a refund.
When the product arrives for a refund, if there is obvious damage caused by human factors and it cannot be resold, the refund process will not be considered. ESimN LTD reserves the right to refuse refunds.
If you purchased the eSIMN card from an unofficial channel, we cannot directly provide you with return or exchange services. We suggest that you contact the seller's original return inquiry platform or exchange the item.
We reserve the right to refuse returns or exchanges that do not meet the above-mentioned return deadline during the return process.
The above terms and conditions also apply to eSIMN card exchange applications.

Contact Us
If you would like to contact us regarding this policy, you may do so by email to  se@esimn.com
This document was last updated on December 12, 2025.