Refund policy

100% Money-Back Guarantee

What Does This Mean?

At KoalaSim, we always put you first. We're here to listen, help, and make things right when things don’t go as planned.

Our Promise:

  • If you've worked with us to troubleshoot an issue and we can't fix it, we'll honor our money-back guarantee—no worries.
  • We’ll always do our best to make your experience smooth and stress-free.

Why Do We Offer a 100% Money-Back Guarantee?

Tech glitches and network hiccups can happen, and sometimes they're beyond our control. Whether it's a faulty SIM or eSIM, we believe you shouldn't be left stranded.

To claim your refund, we just need a little help from you:

  • Contact us while you're overseas (via WiFi if needed) if your SIM or eSIM doesn't work.
  • Can’t reach us during your trip? Take screenshots of error messages and your APN settings so we can sort things out when you’re back.

Refund Policy for eSIMs

Change of Plans?

No problem—if you no longer need your eSIM, we’ll offer a full refund.

Requirements for a Full Refund:

  • Purchased directly from KoalaSim.
  • The eSIM has not been activated.
  • Purchased within the last 60 days

If the eSIM was activated or used, we’ll review your case and try to find the best solution.

Device Compatibility Issues

If your eSIM isn’t compatible with your device or your phone is locked, we’ll happily issue a full refund.

Requirements:

  • The eSIM has not been installed or used.
  • Purchase was within the last 60 days
  • Provide a screenshot or relevant info to confirm the incompatibility.

Connection Problems?

If network issues disrupt your service, we may offer a full or partial refund depending on the situation.

Before Requesting a Refund:

  • Contact our support team at support@koalasim.com.au or via chat.
  • Refund requests made after your trip may not be eligible.
  • We’ll review usage and issue a partial or full refund based on data consumption.

Situations Where a Refund is Not Guaranteed

  • You didn’t read the product details or expected different features.
  • Your device is locked or incompatible
  • You activated the eSIM too early and/or the activation period expired.
  • You used all your data.
  • You change your mind.
  • You purchased our eSIM more than 60 days ago.

How to Request a Refund

Email us at support@koalasim.com.au or contact us via chat with:

  • Your order number and eSIM details.
  • Your location.
  • Your phone model and confirmation that it’s unlocked.
  • Screenshots of your APN settings and data balance.
  • A description of the issue.

We’re here to help and make things right. 😊