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 [email protected]:
  Order number
  A detailed description of the problem
  Screenshots (error screens and so on)
  
• We investigate
  → Our 24-hour support team investigates the cause within 72 hours
• We issue the refund
  Full refund: as a rule, back to the original payment method within 7 business days
  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, or store credit for your next purchase (your choice)
Disclaimer:
Connection quality depends on the local provider, so poor connectivity in a particular area is not covered

 

5. Contact

Support email: [email protected]
Hours: we accept enquiries 24 hours (refunds are processed on business days only)
Please include:
your order number, your device model, and the time the problem occurred (local time)