Refund policy

Return and Refund Policy for eSIMs

Effective Date: 06-August-2025

1. Introduction

Welcome to AirSims.com.au! We aim to provide you with the best service and support. This Refund Policy outlines the terms under which you can request a refund for eSIMs purchased through our platform.

Return and Refund period:  180 days

Return and Refund processing time: 2 business days

2. Refund Eligibility

  • Full Refund Guarantee: We offer a 100% refund on eSIM purchases if you meet the conditions outlined below.
  • Refund Period: You may request a full refund within the eSIM's 180 day expiry from the date of purchase. After this period, refunds are no longer available.
  • Activation Status: Refunds are only available if the eSIM has not been activated. Once activation details have been used, the eSIM is considered active, and the refund policy no longer applies, however we may refund on a case-by-case basis.

3. Refund Request Process

  • Request Submission: To request a refund, contact our customer support team at via the chat or contact button at the top of the main page within the specified refund period. Provide your order number and a brief explanation of your request.
  • Verification: Our team will verify that the eSIM has not been activated and process your refund accordingly. Please allow up to 2 business days for the refund to be processed.

4. Refund Method

  • Original Payment Method: Refunds will be issued to the original payment method used during the purchase. This includes credit/debit cards, digital wallets (eg paypal), or other payment methods accepted at the time of purchase.
  • Processing Time: Refunds typically take 2 business days to reflect in your account, depending on your payment provider’s processing times.

5. Non-Refundable Situations

The following scenarios are not eligible for a refund:

  • Activation: Refunds are not available if the eSIM has been activated, either partially or fully. However we will handle this on a case-by-case basis.
  • Expired Refund/Activation Period: Refunds cannot be processed if the request is made after the specified refund period has elapsed.
  • Incorrect Information: Refunds cannot be granted if the purchase was made using incorrect or incomplete information that led to issues with activation or usage.

6. Exchange Policy

  • Replacement: If you encounter issues with your eSIM that prevents activation, please contact our support team. We may offer a replacement eSIM/full refund at no additional cost if the issue is determined to be on our end.

7. Customer Responsibilities

  • Review Purchase: Ensure that the eSIM and service details are correct before finalizing your purchase. Review the activation instructions carefully.
  • Ensure there is no network locks: Ensure your device is not locked to a network.
  • Device Compatibility: Verify that your device is compatible with eSIM technology and the network before purchasing.

8. Contact Information

For any questions or to request a refund, please contact our customer support team via the contact button at the top of the main page or via the chat window.

9. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be posted on our website, and the effective date will be updated accordingly.

Thank you for choosing AirSims.com.au. We are committed to providing you with exceptional service and support.