Can I get a refund for my eSIM?
Refunds are available in two situations:
- We're unable to successfully provision or deliver your eSIM after payment. In this case the purchase is refunded automatically via your original payment method within 5 business days — you don't need to do anything.
- Your eSIM was provisioned successfully but doesn't work. If the plan was issued and activated but cannot connect or carry data, you may request a refund, subject to the eligibility conditions below.
Once an eSIM has been successfully issued to your account, the order is otherwise considered fulfilled and is not eligible for a refund.
Am I eligible for a refund on a plan that doesn't work?
You may be eligible if all of the following apply:
- Your request is made within 7 days of activating the plan.
- The plan was provisioned and activated successfully (you were able to install the eSIM and the plan shows as active on your device).
- The plan cannot connect or carry data, and your data balance is unused (or effectively unused).
When is a refund not available?
To set expectations, refunds generally can't be issued when:
- The 7-day window from activation has passed.
- The plan is working normally and data has already been used.
- The issue is a change of mind, wrong plan or wrong destination selected, or a device that isn't eSIM-compatible.
- The plan expired before it could be used (eSIM plans are typically valid for 6 months from the date of purchase).
How do I request a refund?
- Contact ShopBack Customer Support through the Help Centre in the ShopBack app.
- Have your order number ready — this can be found from your order confirmation email or under your Plan details.
- Briefly describe the issue and the troubleshooting steps you've already tried.
Once approved, refunds are processed to your original payment method within 5 business days. Please note that once a refund is processed, any cashback tracked on the eSIM purchase will be rejected, and the plan will be deactivated and can no longer be used.