Last updated: March 24, 2026
At NinjaSIM, we stand behind every eSIM we sell. If something isn't right, we'll work with you to fix it, replace it, or refund it.
NinjaSIM Satisfaction Promise
If your eSIM has not been activated (i.e., the QR code has been scanned but the eSIM has not connected to a mobile network), you are eligible for a full refund within 5 days of purchase. Simply contact us with your order number and we'll process your refund promptly.
Device Compatibility Issues
If your device turns out to be incompatible with eSIM technology, we'll offer you a full refund — even if you've attempted installation — provided the request is made within 5 days of purchase. We recommend checking your device compatibility on our website before purchasing, but we understand things don't always go as planned.
Because eSIMs are digital products that are consumed upon activation, we are unable to offer refunds once an eSIM has connected to a mobile network. However, if your eSIM isn't working as expected after activation, our support team will work with you to resolve the issue — whether that means troubleshooting your connection, adjusting your device settings, or providing a replacement eSIM at no extra cost.
What Counts as "Activated"?
An eSIM is considered activated once it has successfully connected to a mobile network at your destination. Simply scanning the QR code or installing the eSIM profile on your device does not count as activation — your refund eligibility is based on whether the eSIM has connected to a network and begun using data.
How to Request Support or a Refund
Contact us within 5 days of purchase via:
• WhatsApp: +1 (646) 714-7386
• Email: support@ninjasim.com
Please include your order number and a brief description of the issue. We aim to respond within 5 minutes and process approved refunds within 5–7 business days to your original payment method.