Refund Policy
Because our eSIMs are digital products delivered instantly, our refund policy works differently from physical goods.
Eligible for a refund
- Your eSIM has not been installed or activated on any device
- Your request is made within 7 days of purchase
- You experienced a verified technical issue on our end (e.g. the QR code failed to generate, or the eSIM profile could not be delivered)
Not eligible for a refund
- The eSIM has already been installed (QR code scanned or manually activated), regardless of whether it was used to connect to data
- The eSIM has been used to connect to a network, even briefly
- The wrong country/region plan was purchased by mistake and the eSIM has already been installed
- Your device turned out to be incompatible with eSIM technology — please check compatibility before purchase
- Issues caused by local network outages, restrictions, or your device's settings, once the eSIM has connected successfully at least once
Why this policy exists
Each eSIM profile is unique and single-use. Once it's installed, it is permanently linked to your device and cannot be reissued, resold, or recovered for another customer — so we're unable to offer a refund past that point.
How to request a refund
Contact us at support@weemobile.co.uk within 7 days of purchase, including your order number. We'll confirm the eSIM was not activated and process eligible refunds within 5–10 business days to your original payment method.
Non-arrival / technical failure
If you never received your eSIM or the QR code/activation details failed due to an error on our part, contact us immediately at support@weemobile.co.uk — we'll fix it or issue a full refund, no time limit needed for this case.