Effective date: September 18, 2026 Last updated: September 18, 2026

We have a 24-hour return policy for SIM purchases, including both eSIM and physical SIM purchases. This means you have up to 24 hours after receiving your SIM activation details to request a return.

To be eligible for a return:

• The SIM must not have been activated or used in any way, including data, calls, or texts.
• For physical SIMs, the SIM must be returned in its original, unused condition.
• You must provide the receipt or proof of purchase.

To start a return, contact us at customersupport@canadiansim.com.

For eSIM purchases, there is no physical product to ship back. For physical SIM purchases, we will provide return instructions if your return request is approved. Physical SIMs returned without a prior return request will not be accepted.

If your return is accepted, we will process the refund to your original payment method.

You can always contact us for any return questions at customersupport@canadiansim.com.

Damages and Issues

Please contact us immediately if your eSIM QR code, activation details, or physical SIM is not working, or if you receive incorrect information. We will evaluate the issue and work with you to make it right.

Exceptions / Non-Returnable Items

We cannot process refunds if:

• Any usage, including data, calls, or texts, has been made on the SIM.
• More than 24 hours have passed since delivery of your SIM details or physical SIM.
• Your scheduled activation date has already passed.
• The product was purchased on sale or as part of a non-refundable promotion.
• A physical SIM has been returned without a prior return request or is not in its original, unused condition.

Exchanges

We do not offer exchanges for eSIMs or physical SIMs. If you need a different plan, please place a new order.

European Union 14-Day Cooling-Off Period

If you are in the European Union, you have the right to cancel your order within 14 days; however, this does not apply if the SIM has been activated or used.

Refunds

Once we approve your return request, you will be automatically refunded to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at customersupport@canadiansim.com.