Refund Policy

CUSTOMER SUPPORT

At ESIMJAPAN.com, we aim to provide a smooth and reliable connectivity experience for travelers.
ESIMJAPAN.com is operated by HARRIE Inc., a global travel connectivity company.
If something doesn’t go as planned, we’re here to help.

How to Request a Refund

To request a refund, please contact our support team:

Please include:

  • Order number
  • Product name
  • Reason for the request

Our team is available 24/7 to assist you.
Our ESIMJAPAN.com customer support team, staffed with dedicated eSIM specialists, responds within 5 minutes via email or WhatsApp upon receiving your inquiry.

Refund Eligibility

You may request a refund if:

  • The eSIM has not been activated or installed
  • The QR code has not been scanned
  • The request is made within 3 months of purchase

Refunds may also be considered in the following cases:

  • You no longer need the eSIM due to a change of plans
  • Your device is carrier-locked or not eSIM compatible
  • You experience technical issues while in Japan and contact our support team for verification

Our support team will review the issue and determine if it is eligible for a refund.

Non-Refundable Cases

Refunds are not available if:

  • The eSIM has been activated or installed
  • The QR code has been scanned
  • The data plan has been partially or fully used
  • More than 3 months have passed since the purchase date
  • The issue is caused by:
    • Incorrect installation
    • Device incompatibility not checked in advance
    • Customer error or misunderstanding
  • The request is made after returning home without contacting support while in Japan

Refund Processing

  • Refunds will be issued via the original payment method
  • Processing time may take up to 30 business days, depending on your payment provider

Before You Purchase

To avoid issues, we strongly recommend:

  • Checking if your device is eSIM compatible
  • Ensuring your device is unlocked
  • Reviewing our installation guide

Need Help?

If you experience any issues, we strongly recommend contacting us first.
Our team can often resolve problems quickly without the need for a refund.
Our ESIMJAPAN.com customer support team, staffed with dedicated eSIM specialists, responds within 5 minutes via email or WhatsApp upon receiving your inquiry.