Refunds

Automatic refunds

You don’t need to ask for these. We refund the full amount to your card if:

• we can’t issue your eSIM after you’ve paid;
• a top-up can’t be added to your eSIM after you’ve paid for it;
• we check your order before issuing the eSIM and decide not to go ahead (we’ll email you if this happens).

Not installed yet: refund it yourself

Bought the wrong plan, or your trip changed? If the eSIM hasn’t been installed on a device, you can refund it in full from your order page within 30 days of buying it. We cancel the eSIM with the network first, then refund your card.

Once an eSIM has been installed (even if it hasn’t used any data), it can’t be reused, so this self-serve refund no longer applies.

Installed but not working

If your eSIM is installed but won’t connect, contact us during your trip. Most problems are a setting (data roaming, the right line selected for data) and we can fix them quickly. If we confirm a network fault we can’t fix, we’ll refund you in full or in part, depending on how much of the plan you could use.

To help us, please send your order number and a screenshot of the problem.

What we can't refund

• Data you’ve already used.
• An installed eSIM you no longer need (change of mind after installation).
• An eSIM that doesn’t work because the phone isn’t eSIM-compatible or is locked to a carrier. Please check your phone before you buy.
• A plan that expired before it was used, after the 30-day self-serve window.

How refunds are paid

Refunds go back to the card or wallet you paid with, in the currency you paid in. They usually arrive within 5 to 10 business days, depending on your bank. We email you when we send one.

Your rights under Australian Consumer Law

Our services come with guarantees that can’t be excluded under the Australian Consumer Law. Nothing on this page limits those rights. If a service fails to meet a guarantee, you may be entitled to a remedy whether or not this page mentions it.

Ask for a refund

Email support@landfallesim.com with your order number. Every day, 8am to 8pm Sydney time.