BEFORE A PROFILE IS ALLOCATED
Refund guide for travel eSIM orders
Digital eSIM products have important refund limits. Contact support before installing, deleting or changing anything if the order or plan is not what you expected.
Contact Telroo as soon as possible if an order is wrong or no longer needed. Refund eligibility depends on whether a supplier profile has been allocated, delivered, installed or used, and on the reason for the request. Nothing on this page limits rights that cannot be excluded under the Australian Consumer Law.
Before a supplier profile is allocated
A cancellation or plan correction may be possible before fulfilment begins. Send the order number and requested change immediately. We cannot promise that fulfilment can be stopped once processing has started.
After allocation or delivery
An eSIM is a digital credential. Once a profile or QR code has been allocated, it may no longer be reusable or returnable to the supplier. Change-of-mind refunds can therefore be limited after allocation, even if the QR code has not been scanned.
Installation mistakes and deleted profiles
Install only on the intended compatible, unlocked device. A profile may be single-use and may not transfer between phones. Contact support before deleting an installed eSIM. Refunds might not be available when the profile was installed on the wrong or incompatible device, deleted without instruction or used outside the product instructions, subject to applicable consumer rights.
If the product is faulty or not as described
Send the order number, destination, phone model, error details and troubleshooting already completed. Telroo will assess the supplier status and available remedy. Australian consumer guarantees cannot be excluded by a store policy.
What to include in a request
- Order number
- Destination and travel date
- Exact phone model and country of purchase
- Whether the eSIM has been installed or used
- A clear description of the issue
Do not send QR codes, activation codes or full payment details.
Consumer rights source
Last checked 28 July 2026. See the Australian Competition and Consumer Commission guidance on consumer rights and guarantees and repairs, replacements and refunds.