退款政策

Change of plans? No problem at all! Purchase your Mossroam eSIM with added peace of mind. You have up to 6 months to request a refund. The refund will be processed within 7 days after approval.

Types of refunds

Refund for Service Withdrawal

If there have been changes in your plans and you no longer need your Mossroam eSIM, we will provide you with a full refund.

For a full refund you must meet the following requirements:
  • Your eSIM must have been purchased from the Mossroam website
  • The activation of the eSIM has not been done yet.
  • If the eSIM has already been activated and/or used, we will analyze your specific case to provide a better solution.
  • The purchase must have been made no more than 6 months ago
  • Once approved, the refund will be issued within 7 days

Refund for Incompatible or Locked Device

If you purchased the eSIM and it turned out to be incompatible with your device, we will provide you with a full refund.

The refund would be effective as long as you:
  • Have not scanned the QR code
  • Have not used any data from the plan
  • Have purchased the eSIM no more than 180 days ago
  • Send a screenshot and the necessary information to verify the incompatibility or lock
  • Once approved, the refund will be issued within 7 days

Refund for Connection Issues

If your eSIM doesn’t work due to an issue with Mossroam or the network infrastructure of the destination country has problems and is unstable, we can offer you a full or partial.

Before requesting the refund
  • Please get in touch with our Customer Support Team at support@mossroam.net or through our chat to report the connection issue.
  • We cannot guarantee a refund if you contact us after your trip.
  • In all other cases, a partial or full refund (with an administrative fee of $3.50 USD) may be issued depending on the data you have used.
  • Once approved, the refund will be issued within 7 days

"Non-refundable after activation."

Our return and exchange address is Hong Kong LianShan Technology Limited. For any issues with the product that render it unusable due to product-related reasons, we will bear the return and exchange shipping costs

Return Label Policy

As Mossroam eSIM is a digital product, there is no physical shipment or return label required.

In compliance with Google Merchant Center requirements, we clarify the return label policy as follows:

  • For digital eSIM products, no return label will be issued.
  • Customers are responsible for any return label configuration if required by their local regulations or payment provider.
  • For cases eligible under our refund policy, refunds will be processed digitally without the need for a physical return.

At Mossroam, we want you to be fully satisfied with your purchase. Please review our return and exchange policy below:

  • Eligibility for Returns: We accept returns only for defective products. If you believe your product is defective, please contact us with proof (such as screenshots, error details, or device information).
  • Exchanges: Yes, we accept exchanges. If your eSIM or product is not working properly, we will gladly replace it with a new one.
  • Return Window: You may request a return or exchange within 180 days of your purchase date.
  • Return Cost: All approved returns and exchanges are free of charge—you will not incur any additional costs.

To initiate a return or exchange, please contact our support team at support@mossroam.net with your order number and issue details.