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Return & Refund Policy

Last updated: 2025-01-15

At haru eSIM, we want you to be completely satisfied with your purchase. Please read this policy carefully to understand your options if you are not satisfied with your eSIM plan.

Eligibility for Refunds

You may be eligible for a full refund if:

  • The eSIM QR code was never scanned or activated on any device.
  • You request the refund within 30 days of the original purchase date.
  • The eSIM failed to activate due to a verified technical fault on our end.
  • The destination country's network was unavailable and we were unable to provide an alternative.

Non-Refundable Situations

Refunds will not be issued in the following circumstances:

  • The eSIM QR code has already been scanned or activated on a device.
  • Data has been partially or fully consumed.
  • The refund request is made more than 30 days after the purchase date.
  • The issue arises from device incompatibility (please verify eSIM compatibility before purchase).
  • Network coverage issues caused by local regulatory restrictions or force majeure events.

How to Request a Refund

To request a refund, please follow these steps:

  1. Email us at support@haruesim.com with the subject line "Refund Request".
  2. Include your order ID, registered email address, and the reason for your refund request.
  3. Our support team will review your request within 2 business days and respond with the outcome.

Processing Time

Approved refunds are processed within 5–10 business days and returned to the original payment method. Processing times may vary depending on your bank or card issuer. You will receive an email confirmation once the refund has been initiated.

haru Credits as Compensation

In some cases, where a full monetary refund is not applicable, we may offer haru Credits as compensation at our discretion. Credits will be applied to your account and can be used on future purchases. If you prefer credits over a refund, please indicate this in your refund request.

Contact Us

If you have any questions about this policy or need assistance, please reach out to us: