Refund Policy

Effective date: August 12, 2026

Trips eSIM is operated by LULU TREND LLC. This Refund Policy applies to prepaid digital eSIM products purchased from Trips eSIM. Because an eSIM is digital content, there is no physical item to return and no return shipping address or return shipping cost.

14-day request window

You may ask us to review a refund request within 14 days after purchase. Approval depends on the status of the eSIM, the reason for the request, applicable law, and the evidence reasonably available to us.

When a refund may be approved

  • The eSIM has not been installed, activated, or used.
  • You accidentally purchased an unused duplicate of the same plan.
  • A verified technical fault attributable to us, our supplier, or a relevant network prevents the eSIM from working and our support team cannot resolve the issue after reasonable troubleshooting.

When a refund is normally unavailable

  • The device is not eSIM-compatible or is carrier-locked.
  • An installed eSIM was deleted and cannot be reinstalled.
  • The plan has been used, activated, or has expired.
  • The issue is an expected variation in local coverage, speed, latency, or network availability and the plan otherwise conforms to its description.
  • The problem results from customer error outside a remedy required by applicable law.

Cancellation and order changes

Successful payment immediately triggers an API request to our eSIM supplier. Paid orders therefore normally cannot be cancelled, modified, exchanged, or redirected after submission. If an order has not been fulfilled, meets the refund rules above, or qualifies for a mandatory legal remedy, contact us promptly and we will review it.

How to request a review

Email support@tripsimgo.com or call +1 302-312-3205. Include your order number, the plan name, your device make and model, a clear description of the issue, relevant non-sensitive screenshots, and the troubleshooting steps already attempted. Do not send passwords, full payment-card details, or eSIM activation secrets.

Approved refunds

Approved refunds are returned to the original payment method. They are normally expected to appear within 5–10 business days after approval, depending on the payment provider and your bank. If an approved refund has not appeared after that period, contact us.

Mandatory rights

Nothing in this policy limits a remedy that cannot lawfully be limited, including rights that may apply to faulty or nonconforming digital content. For customers with a statutory withdrawal right, immediate digital delivery begins only after the checkout request and acknowledgement described in our Terms of Service, to the extent permitted by applicable law.

Support responds within 24 hours, including weekends and holidays.