Refund Policy
eSIMs are digital goods delivered instantly. Here's what you need to know about refunds and exceptions.
Generally Non-Refundable
Once your eSIM QR code has been delivered to your email, the order is complete and non-refundable.
Exceptions Apply
If the eSIM cannot be activated due to a technical failure on our end, you may be eligible for a refund or replacement.
1. General Policy — Non-Refundable
Travelren sells eSIM data plans as digital goods. Once your eSIM QR code has been issued and delivered to the email address provided at checkout, the order is considered fulfilled and is not eligible for a refund.
This policy is consistent with the Australian Consumer Law (ACL), which provides that digital goods that have been supplied and accessed are generally exempt from change-of-mind refund rights.
We strongly encourage you to:
- Verify your device is eSIM compatible before purchasing using our device checker.
- Confirm the destination and plan duration match your travel needs.
- Ensure your device is unlocked and not carrier-restricted.
2. Exceptions — Technical Failures
We will consider a refund or free replacement eSIM in the following circumstances:
The eSIM QR code was invalid — the QR code delivered could not be scanned or returned an error during installation.
The eSIM failed to activate — the eSIM was installed correctly on a compatible device but failed to connect to any network in the destination country due to a provisioning fault.
The eSIM was never delivered — you did not receive your QR code by email within 30 minutes of purchase and it was not found in spam or junk folders.
Refunds or replacements will not be granted in cases where:
- Your device is not eSIM compatible or is carrier-locked.
- The eSIM was installed successfully but you changed your mind or travel plans.
- The data plan was partially or fully consumed.
- Network performance did not meet your expectations (speeds vary by local carrier conditions).
3. How to Request a Refund
To submit a refund or replacement request, email us at hello@travelren.com with the following information:
- Your order number or the email address used at checkout.
- A description of the issue you experienced.
- Screenshots or photos of any error messages (where applicable).
- Your device model and operating system version.
We aim to respond to all refund requests within 2 business days.
4. Resolution
Where a refund is approved, it will be processed to the original payment method within 5–10 business days, depending on your bank or card issuer.
Where a replacement is more appropriate, we will issue a new eSIM at no additional cost.
We reserve the right to determine whether a refund or replacement is the most appropriate remedy on a case-by-case basis.
5. Australian Consumer Law
Nothing in this Refund Policy limits your statutory rights under the Australian Consumer Law. If a product or service fails to meet a consumer guarantee, we will provide a remedy as required by law.
For questions about your consumer rights, you can also contact the Australian Competition and Consumer Commission (ACCC).
6. Contact Us
For refund requests or questions about this policy:
Travelren
ABN: 69 473 503 806
Email: hello@travelren.com
Website: travelren.com