Refund policy

Last updated: 2026-10-19

An eSIM is a digital product delivered immediately, so refund eligibility depends on the state of the eSIM. This policy follows the supplier's (MobiMatter's) arrangements.

1. When you can get a refund

• We can't deliver the eSIM after you pay (for example, it is out of stock). We refund in full automatically.
• The eSIM has not been installed, activated or used, and is still within the supplier's refund period (this varies by plan, so contact us as soon as possible).
• The eSIM has a technical fault that neither we nor the supplier can fix. We will need your order email, phone model and screenshots so we can confirm with the supplier.

2. When a refund isn't available

• The eSIM has been installed, activated, or any data has been used.
• It doesn't work because the phone doesn't support eSIM, is carrier-locked, has data roaming off, or wasn't set up as the plan details describe (for example the APN).
• It expired because it wasn't activated in time, or its validity has ended.
• You changed your trip, or bought the wrong plan or destination.
• You entered an incorrect email address or other details, or the email went to spam or was intercepted.
• Local coverage or speed was below your expectations but the eSIM itself works.
• The eSIM was deleted or the QR code has already been used.

3. Refund fees

The supplier may charge a fee on refunds. If a fee applies, we will tell you the exact amount before we process it so you can decide whether to continue. Orders we can't deliver and refund in full carry no fee.

4. How to ask

Message us on WhatsApp or email support@farpocket.com with your order email, the plan, your phone model and a description of the problem. We reply as soon as we can, usually within 3 working days. Approved refunds go back to the original payment method. After that, how long it takes to show depends on your card issuer, usually 5 to 10 working days.

5. Your consumer rights

This policy does not affect any mandatory consumer rights you have where you live. If you buy in the EU or UK and ask for immediate delivery of digital content, you agree to give up the 14-day right of withdrawal once the eSIM is delivered, because the service has started.