Refund Policy
Last updated: 30 October 2026
Our promise
If your Luxxe eSIM does not work because of a technical issue on our side or the network’s, you get a full refund. Not a partial refund and not store credit, unless you would prefer credit.
Before you buy
Please check that your phone supports eSIM and is not locked to one network. A quick test: dial *#06#. If an EID number appears, your phone supports eSIM. Your network provider can confirm whether your phone is unlocked. Checking this is your responsibility, and refunds are not given for phones that cannot use eSIM.
What counts as a technical issue
- The eSIM will not install on a compatible, unlocked phone.
- It installs but will not connect to a network in a country your plan covers.
- It connects but mobile data does not work and our support team cannot fix it.
- Your QR code or activation details never arrive or arrive faulty.
- You were charged twice or charged the wrong amount.
What is not covered
- A phone that does not support eSIM or is locked to a network.
- Changing your mind after purchase.
- Data you have already used, or a plan that has run out of data or days.
- Speed reductions that are set out in your plan’s fair use terms.
- An eSIM you deleted from your phone yourself. Most eSIMs cannot be reinstalled once deleted, so please contact us before removing one.
- Problems caused by a lost, stolen or damaged phone.
- Use in a country your plan does not cover.
How to claim
- Email support@luxxesims.com within 5 days of purchase.
- Include your order number, your phone model, the country you were in and a screenshot of any error message.
- We reply within 24 hours. We will try to get you connected first. If that does not work, or you would rather not wait, we refund you in full.
How you are refunded
We refund the full amount you paid to your original payment method within 2 business days of approving your claim. Your bank may take 5 to 10 business days to show it.
Your legal rights
This policy is in addition to any rights you have under the consumer laws that apply to you.
Questions? Email support@luxxesims.com.