At eSIM Australia, we pride ourselves on being a trusted name in the Australian telecommunications industry, focused on helping people stay connected with what matters most. Our goal is to deliver exceptional and innovative customer experiences. While our expert team is able to resolve the vast majority of connection issues, we understand that some situations may require further attention. If we are unable to resolve your issue despite our best efforts, you may be eligible for a full or partial refund, assessed on a case-by-case basis.
This Refund Policy explains the conditions under which you may qualify for a refund. It operates in addition to your legal rights under Australian Consumer Law and does not affect them. Please note that refunds will not be issued for reasons including, but not limited to, a change of mind, finding a better deal elsewhere, dissatisfaction with the product, or no longer needing the service. Additionally, any automatic recharges are non-refundable. For refund conditions relating to refurbished devices or accessories, please refer to the specific section on our website [insert link if applicable].
Before requesting a refund, we kindly ask that you:
Reach out to our support team at support@telsim.com.au so we can assist in identifying and resolving the issue.
Allow us sufficient time to investigate and attempt a resolution.
If we confirm that the SIM card is faulty after this process, we will issue a full refund within 14 business days. All refunds will be returned to the original payment method used during purchase, subject to approval by the relevant financial institution. We aim to complete all refund transactions within 7 days of your cancellation request, once approved.
Refund claims must be submitted within five (5) days of your purchase if the SIM activation is unsuccessful even after extensive troubleshooting. In such cases, you must surrender the allocated number and provide valid proof of purchase within this time frame. Disconnection of the number is required before a refund can be processed. Refunds are not available for numbers that have been ported out to other carriers or for recharge transactions. If you’re unsatisfied with the activation, please contact us within five days of the activation attempt for a full refund.