hiSIM's Super Flexible Refund Policy
Refund up to 6 months from purchase date - Absolute peace of mind guarantee
Refund request period
Refund if not activated
Customer support
At hiSIM, we always consider each trip and connection experience your top priority. Therefore, in addition to providing convenient travel eSIMs, we have built a super flexible refund policy so you can always feel confident when purchasing and using eSIMs.
We understand that:
- Sometimes you change plans or cancel your trip
- Sometimes network connectivity at your destination has issues, preventing you from using the eSIM as expected
For these situations, hiSIM offers a flexible refund policy of up to 6 months from the purchase date, with various refund levels depending on specific circumstances.
1. Scope of Application
This policy applies to all international eSIMs purchased directly from:
Official Website
hisim.net and related language versions/subdomains
Official Applications
Other apps/websites in hiSIM ecosystem (if clearly announced)
2. Refund Types at hiSIM
100% Refund
When eSIM not activated
Device Not Supported
Locked device or no eSIM support
Connection Issues
Cannot connect at destination
2.1. 100% Refund When You No Longer Need It
You will receive a 100% refund if:
- eSIM purchased from hiSIM's official channels
- eSIM not activated (QR not scanned, no data usage)
- Refund request within 6 months from purchase date
- You submit refund request via official support channels with order information
Note: In special cases where activation occurred but service couldn't be used, hiSIM's technical support team will review and may offer alternative solutions (partial refund / eSIM replacement / in-depth technical support).
2.2. Refund for Locked Devices / No eSIM Support
If after purchase you discover your phone is carrier-locked or the device doesn't support eSIM, hiSIM may support refund under these conditions:
Conditions:
- QR code not scanned, no data usage occurred
- Refund request within 6 months from purchase date
- You provide screenshots or technical information verifying device is locked/doesn't support eSIM
✓ After successful verification, hiSIM may refund up to 100% of the eSIM package value (excluding any non-product fees if applicable).
2.3. Refund When eSIM Cannot Connect at Destination
If you arrive at your destination country and hiSIM eSIM cannot connect to the network, hiSIM team will:
Technical Support First
Check APN, enable roaming, manual network selection, etc.
Consider Refund
If still cannot connect after following instructions
Important Note:
To be considered for refund in case of connection issues, please:
- Contact hiSIM immediately while eSIM is still valid via email: support@hisim.net or WhatsApp
- Provide screenshots of network status, mobile settings, country name, and device information
⚠️ If you report issues after eSIM has expired, hiSIM unfortunately cannot guarantee refund eligibility.
If eligible:
- Full refund (minus administrative processing fee of approximately $3.50 USD)
- Partial refund based on data used and service interruption level
3. Refund Request Process at hiSIM
Before Submitting Request
For faster processing, please prepare:
- Order code or email used for purchase
- Screenshots of error displayed on device, mobile settings, connection notifications
How to Submit Request
You can submit refund request via:
support@hisim.net
💬 Live Chat
WhatsApp - Click to chat
Processing Time
hiSIM will receive, review, and respond within 5–10 business days. Depending on the case, you will receive a refund, eSIM replacement, or in-depth technical support.
4. Refund Amount Principles
When processing refund, hiSIM will:
- Refund the exact amount you actually paid at purchase (after discounts, promo codes, vouchers, etc.)
- If you used a discount code, refund will be based on discounted price, not original price
hiSIM will NOT refund:
- Bank/payment gateway transaction fees (if applicable)
- Non-eSIM product costs (e.g., currency conversion fees charged by bank)
- Any compensation exceeding order value
5. Comparison of hiSIM Refund Policy with Other eSIM Providers
The table below helps you visualize why we call this a 'super flexible refund policy':
| Criteria | hiSIM | Many Other eSIM Providers |
|---|---|---|
| Refund Request Period | Up to 6 months from purchase | Usually only 7–30 days |
| Locked Device / No eSIM | Can refund 100% if no data used, within 6 months | Only refund within 14–30 days, with conditions |
| Connection Issues at Destination | Consider full/partial refund, priority technical support | Usually only consider if eSIM activated |
| How to Request Refund | WhatsApp or email, 24/7 support | Email or form submission, slower response |
| Administrative Fee | Approximately $3.50 USD (varies) | Some charge $5 USD or higher |
* Table for reference only, hiSIM does not represent the policies of any third parties.
6. Important Notes
Please check if your device supports eSIM and is unlocked before purchasing (hiSIM always has a lookup tool & list of supported devices).
Save your order confirmation email, QR code, and order number for easy reference.
If you encounter connection issues, contact us immediately while the eSIM is still valid to receive support and protect your refund rights.
Conclusion
hiSIM's goal is not only to help you connect to the Internet globally easily, but also to provide:
Peace of Mind
Before your trip
Transparent Experience
Fair to customers
Fast Support
Friendly 24/7
If you have any questions about our refund policy, don't hesitate to contact hiSIM support team – we're always ready to assist you 24/7.
