Effective Date: 1st June 2025
At Japan Sims, we strive to ensure that every traveller stays connected seamlessly. However, we understand that there may be situations where you may need to request a refund. Please read our Refund Policy carefully to understand your rights and the conditions under which refunds are applicable.
By purchasing a sim product from Japan Sims, you agree to the terms of this policy.
We offer refunds under specific conditions, outlined below:
The eSIM has not been activated, i.e., the QR code has not been scanned and the plan hasn’t started.
Your device is not compatible with eSIM technology and you report this to us within 7 days of purchase.
You experience technical issues that prevent you from using the service, and our support team is unable to resolve the issue after troubleshooting.
You purchased the eSIM by mistake and have not used or activated it.
You have not collected your physical sim.
The eSIM was activated, even partially.
You have given an incorrect delivery address for the sim card.
Your device is locked or not eSIM-compatible, and you failed to check compatibility before purchase.
You changed your mind after purchase.
You expected additional features (e.g., voice calls, SMS, tethering) that are not included in the plan.
The connectivity was impacted by poor coverage or signal issues in remote areas where local networks are weak.
You used any data in the plan.
To request a refund, please email us at support@japansims.com with the following:
Your Order Number
A brief explanation of the issue
A screenshot (if applicable)
Confirmation that the sim has not been used or activated
Our support team will review your request within 2–5 business days and notify you of the outcome.
In cases where service was partially impacted due to technical errors not caused by the user, we may offer a partial refund or credit at our discretion. Refunds where you have chosen to have a physical sim car delivered, if the service has not been used we will only refund the cost of the service not any delivery fees.
Approved refunds will be issued back to the original payment method used during checkout. The refund processing time may vary depending on your bank or card provider, typically 5–10 business days.
Japan Sims reserves the right to refuse a refund request if we determine that:
The request is fraudulent or abusive
There is evidence of sim usage or tampering
The customer has made repeated refund requests without valid cause
Our delivery service partner has confirmed that the sim card was delivered.
We’re here to help! If you're experiencing difficulties using your new sim or have questions about our refund process, our support team is available to assist.
📧 Email: support@japansims.com
🌐 Website: www.japansims.com
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