Refund policy

This is a reference translation. If it differs from the Japanese version, the Japanese version prevails.

1. Getting help

If anything goes wrong with a Japan eSIM Store eSIM, our customer support team is here for you. Connection problems, setup trouble — please just ask.

 

2. What is eligible for a refund

• Eligible for a refund
  When the eSIM is completely unusable because of a fault on our side or on our partner provider's side
• We cannot refund in the following cases:
  - The QR code did not arrive because the email address was mistyped at purchase
  - Your device does not support eSIM, or it is carrier-locked
  * Please check supported devices on our website
  - Cancellation or change after purchase for your own reasons
  - Any other reason not stated in this policy

 

3. How a refund works

• Report the problem
  → Send the following to support@desim.tech, or message us on LINE:
  Order number
  A detailed description of the problem
  Screenshots (error screens and so on)
  
• We investigate
  → Our support team investigates the cause within 72 hours (we are here 365 days a year)
• We issue the refund
  Full refund: as a rule, back to the method you paid with.
  Partial refund: an amount calculated according to the number of days affected

4. Please note

eSIMs cannot be reissued: once an eSIM has been sent, it cannot be reissued or invalidated
Refund method: back to the original payment method; in some cases, store credit you can use on your next purchase.
Disclaimer:
Connection quality depends on the local provider, so poor connectivity in a particular area is not covered

 

5. Contact

Support email: support@desim.tech
Hours: we accept enquiries 365 days a year (refunds are processed on business days only)
Please include:
your order number, your device model, when the problem happened, and what you would like to ask