Refund & Cancellation Policy

At IbiPoint eSIM Shop, we care deeply about fairness and transparency. Our eSIM products are fully digital and are delivered automatically right after your purchase — this allows you to get connected anywhere in the world within seconds.

Because of that instant delivery nature, refunds work a little differently compared to physical products — but we always try to be reasonable and on your side.

Digital Services

Our products are digital eSIM profiles that you receive instantly by email and on-screen after checkout. Once delivered and activated, they connect directly to the mobile network and cannot be “returned” or deactivated remotely.

We also offer top-up packages for eligible eSIM plans. Top-ups extend your data allowance or validity and are applied instantly to your existing eSIM.

EU / EEA / UK — Right of Withdrawal

Under the EU Consumer Rights Directive (2011/83/EU) and equivalent UK regulations, consumers have a statutory 14-day right of withdrawal for online purchases.

Because our eSIM products are digital content delivered without a tangible medium, by completing your purchase you:

• Give your express consent for delivery to begin immediately.
• Acknowledge that you lose your right of withdrawal once the eSIM profile has been activated (scanned or installed on your device).

For eSIMs that have not been activated, we honour the full 14-day withdrawal period — see “Refund Conditions” below.

This section applies to consumers in the European Union, European Economic Area, and the United Kingdom. It does not limit any additional rights you may have under mandatory local consumer law.

Refund Conditions

eSIM plans (not activated)

• We offer a 14-day money-back guarantee for eSIMs that have not been installed or activated.
• To request a refund, contact us within 14 days of your purchase at [email protected].

eSIM plans (activated)

• Refunds are generally not possible once an eSIM profile has been activated, except where required by applicable law or in case of a verified technical issue on our side.

Top-up purchases

• Top-ups are applied instantly and are non-refundable.
• Exceptions may be granted if we are unable to deliver the top-up due to a confirmed technical problem on our side, or where required by applicable law.

Delivery failure

• If we are unable to deliver your eSIM or top-up due to a confirmed technical problem on our side, you are entitled to a full refund.

If something went wrong, please reach out. We review every request individually and aim to find a fair solution.

How to Request a Refund

Contact us within 14 days of your purchase at [email protected] — include your order number and a short note describing the situation.

Our team will respond quickly, typically within a few hours.

Once approved, refunds are sent back to the original payment method used at checkout. Most refunds are processed quickly, but depending on your bank or card issuer, it can take up to 7 business days to appear.

Chargebacks

If something goes wrong, please contact us first. We can solve nearly all issues directly and promptly.

Unjustified chargebacks for successfully delivered eSIMs or top-ups may be disputed with the payment processor and can lead to account restrictions or refusal of future service.

Payments & Providers

All payments are securely handled by Stripe, which supports credit and debit cards, Apple Pay, Google Pay, PayPal, and other payment methods. Stripe is a regulated payment services provider that ensures transaction safety and compliance with anti-fraud and anti-money-laundering laws.

Your Consumer Rights

Nothing in this policy limits your rights under mandatory consumer protection laws in your country of residence. In particular:

• EU / EEA / UK consumers: You retain all rights under the Consumer Rights Directive and local implementing legislation.
• Australian consumers: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
• Japanese consumers: Your statutory rights under the Consumer Contract Act are not affected.
• All other regions: Where local law provides greater protection than this policy, the local law applies.