Refund Policy

Effective Date: 24th February 2026

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.

1. Eligibility for Refund

We offer refunds under specific conditions, outlined below:

✅ You are eligible for a refund for a physical sim (pSim) or an eSim if:

• Your SIM has not been activated, i.e., the QR code has not been scanned or the physical sim has not been inserted 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 and you notify us within 7 days of purchase.

❌ Refunds will not be issued if:

• You fail to collect your pSim.

• You have placed an order for a pSim pickup outside of store trading hours.

• The eSIM/pSim was activated, even partially.

• You have incorrectly placed a pSim order outside of the cut-off timeframes for delivery or pickup. pSim orders must be placed by 1pm Tokyo, Japan(GMT+9) at least 1 business days prior for collection or 3 business days prior for delivery, Business days are Monday to Friday. Please note that public holidays are not included as working business days.

  
  

• Any Delivery fees are non-refundable.

  
  

• You have given an incorrect delivery address for the sim card outside of Australia or Japan.

  
  

• You changed your mind after purchase.

  
  

• Your device is locked or not eSIM-compatible, and you failed to check compatibility before purchase.
  
  

• You did not notify us within 7 days of delivery of any issues.
  
  

• You expected additional features (e.g., voice calls, SMS) 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.

2. How to Request a Refund

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.

3. Partial Refunds

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.

4. Refund Method

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.

5. Right to Decline Refunds

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.
  
  

6. Need Help?

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