eSIM Refunds: Rules for Unused eSIMs

eSIM Refunds and Unused eSIMs: What Resellers Need to Know

Fully Signal Team Published 25 October 2026 2 min read

Quick answer

In general, an eSIM can be refunded only while it is unused — never installed on a phone and with no data consumed. Once installed or activated, it can't be refunded, because the network profile has been used. On Fully Signal, partners refund unused eSIMs from the panel or with one API call, and the price returns to their balance, within the refund window set in the Partner Agreement (10 days from the order by default).

Trips get cancelled. Customers buy the wrong destination. Phones turn out not to support eSIM. Your refund rules — and your supplier's — decide whether those moments cost you money.

Why installed eSIMs can't be refunded

An eSIM profile is a one-time credential. Once it has been downloaded to a phone, it's been used, even if no data has been consumed yet — it can't be resold to someone else. So across the industry, refunds are generally limited to eSIMs that were never installed.

The rules on Fully Signal

Situation	Refundable?
Completed order, eSIM never installed, no data used	Yes — automatic, back to your balance
eSIM installed on a phone (even with no data used)	No
eSIM activated or with data consumed	No
eSIM expired unused	No
Order not completed	Not applicable — only completed orders can be refunded
Top-ups	Not automatically — contact support

Some refund requests are checked by the team before they're approved; the panel and API tell you when a request is under review, so you don't need to ask twice.

How to request a refund

Partner panel: open the order and choose refund
API:

POST /api/v1/orders/{id}/refund
{ "reason": "trip cancelled" }

The response shows whether the refund was completed or is under review. A completed refund returns the order price to your prepaid balance, and the order.refunded webhook fires. Webhooks.

Writing your own customer policy

Your policy should match your supplier's rules — never promise more than you can recover:

"Refunds are available for eSIMs that have not been installed."
"Once an eSIM is installed on a device, it can't be refunded."
"Please check your phone is eSIM-compatible and unlocked before buying." (compatibility)
"Request refunds within X days of purchase."

Reducing refund requests

Compatibility check at checkout
Clear plan names with destination, data and validity
Don't send the eSIM months early — send it a few days before departure
Great install instructions — the white-label install page detects the phone and guides the customer (delivery)

FAQ

Can an eSIM be refunded after installation?

Generally no. Once the profile is downloaded to a phone, it has been used and can't be returned.

Where does a Fully Signal refund go?

Back to your prepaid partner balance, ready for your next order.

How long do I have to request a refund?

Within your refund window: 10 days from the order by default, as stated in your Partner Agreement. After that, an eSIM cannot be refunded even if it was never installed.

Can top-ups be refunded?

Not automatically. Contact Fully Signal support with the details.