Refund policy

At PuraSIM we sell a 100% digital product: eSIM cards delivered instantly by email as a QR code. This policy explains when you can request a refund, in accordance with European Union consumer law.

100-day guarantee: if your eSIM has not been installed or activated, you have 100 days from the purchase date to request a full refund.

Right of withdrawal (14 days) and its exception for digital products

As a consumer in the EU you have 14 calendar days to withdraw from a purchase. However, under Article 16(m) of Directive 2011/83/EU, this right does not apply to digital content once its delivery has begun, if you gave your prior express consent to immediate performance and acknowledged that you lose the right of withdrawal. By completing the purchase and receiving your eSIM QR code, you accept immediate delivery and therefore waive the right of withdrawal for that eSIM.

When we do refund

  • The eSIM has not been installed or activated (the QR code has not been used): full refund within 100 days of purchase.
  • The eSIM has a technical defect or does not work at your destination and our support team cannot resolve it: full refund.
  • Duplicate purchase or an obvious billing error.

When we cannot refund

  • The eSIM has already been activated or data has been used (digital product already consumed).
  • The device is not eSIM compatible or is carrier-locked (you can check before buying by dialling *#06#).
  • Dissatisfaction with speed after exceeding the fair use limit of the "unlimited" plans (see our Terms of Service).
  • User installation errors that our support team was able to resolve.

How to request a refund

Write to us at hola@purasim.com with your order number and the problem. Before processing a refund for a malfunction, our support team will try to help you resolve the issue. Approved refunds are issued to the original payment method within up to 14 days.

Dispute resolution

If you are not satisfied with our response to a complaint, you can turn to an accredited alternative dispute resolution (ADR) body. The European Commission publishes the official list at consumer-redress.ec.europa.eu/dispute-resolution-bodies. The former European Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025.