Legal

Refund Policy

Last updated: 7 June 2026

We want you to be happy with your Roamie Kim eSIM. Please read this policy carefully before purchasing — eSIMs are digital products with specific limitations around refunds.

✅ Eligible for refund

  • QR code not delivered within 24 hours — full refund
  • eSIM not installed, activated, or used — refund request within 14 days of purchase
  • Technical issue on our end
  • Duplicate order

❌ Not eligible for refund

  • eSIM already installed
  • eSIM already activated or used
  • Incompatible device (your responsibility to check)
  • Refund request after 14 days of purchase

1. Digital Product Notice

eSIMs are digital products that are delivered instantly by email. Once a QR code has been scanned and the eSIM installed on a device, it cannot be transferred, reused, or refunded. This is an industry-wide policy — not unique to Roamie Kim.

2. Refund Eligibility

✅ QR code not delivered — full refund If your QR code was not delivered within 24 hours of purchase, contact us at hello@roamiekim.com for a full refund.
✅ Unused eSIM — refund request within 14 days If your eSIM has not been installed, activated, or used, you may request a refund within 14 days of purchase by contacting hello@roamiekim.com.
❌ No refund available Once the eSIM QR code has been scanned and installed on your device — even if you have not yet travelled — the eSIM cannot be refunded.

3. Technical Issues

If you experience a technical problem that prevents your eSIM from working correctly, please contact us immediately at hello@roamiekim.com. We will investigate and, where the issue is on our end or our supplier's end, we will offer a replacement eSIM or full refund.

Technical issues caused by your device, carrier lock, or incorrect setup are not eligible for refunds.

4. Device Compatibility

⚠️ Check compatibility before purchasing It is your responsibility to verify your phone is eSIM-compatible and carrier-unlocked before buying. Purchases made on incompatible or locked devices are not eligible for refunds. See our compatibility guide to check your device.

5. How to Request a Refund

To request a refund, email us at hello@roamiekim.com with:

We aim to respond to all refund requests within 1 business day. Approved refunds are processed via Stripe and typically appear within 5–10 business days depending on your bank.

6. Australian Consumer Law

Our refund policy complies with the Australian Consumer Law (ACL). You are entitled to a refund or replacement if a product has a major failure. Nothing in this policy limits your rights under the ACL.

7. Contact Us

For refund requests or questions, email us at hello@roamiekim.com. We typically respond within 1 business day.