This page explains how to ask. What we refund, and when, is set out in the Refund policy.
Ask for a refund
Email contact@baobabsim.com with:
- the link to your order page, or the email address you paid with and the date of payment;
- the reason for the refund;
- if the eSIM is installed but does not connect: your phone model and screenshots of the mobile network settings.
We reply within 14 days and confirm our decision by email.
Common cases
| Situation | Refund |
|---|---|
| The eSIM cannot be installed or does not connect in the country it was sold for, and we cannot fix it | Full refund |
| Payment taken but the eSIM not delivered within 2 business days | Full refund |
| The eSIM works, whether or not it has been installed | No refund |
| Change of plans, or the phone is incompatible or locked | No refund |
| The eSIM was deleted from the phone after installation | No refund |
The full list is in the Refund policy.
When the money arrives
Approved refunds go back to the card you paid with within 5 business days. Your bank may need another 5 to 10 business days to show the money on your statement.
Lost the link to your order page
- Search your browser history for baobabsim.com/order.
- If you cannot find it, email us from the address you paid with and tell us the date and amount of the payment. We will help you find the order.
Keep the link private: anyone with the QR code can install the eSIM.
The eSIM is already installed and you lost the QR code
You do not need the QR code again. The eSIM stays on your phone until you delete it. Do not delete it: a profile can usually be installed only once.
Before you dispute a payment
Please write to us first. Most problems are solved faster by email, while a bank dispute can take weeks.