Refund Policy

Last updated: 22 January 2026

At SIMNOVA, all products are digital eSIMs delivered instantly via email. Due to the digital nature of eSIMs, refunds are limited and subject to the conditions outlined below. Please read this policy carefully before making a purchase.

Important: Please ensure your device is eSIM-compatible before purchasing. Using an eSIM on an incompatible device may affect refund eligibility.

1. General Refund Rule
eSIMs are digital products. Once an eSIM has been installed, activated, scanned, or used, it is considered used and is non-refundable.
Each eSIM is unique and cannot be cancelled, recalled, or reused once delivered.

2. Refund Eligibility (Unused eSIMs Only)
A refund may be available within 7 days of purchase only if the eSIM:

  • Has not been installed
  • Has not been activated
  • Has not been scanned or used in any way

3. Eligible Refund Scenarios
Refunds may be considered in the following cases, provided the eSIM remains unused and unactivated:

3.1 Incorrect Purchase
If you accidentally purchased the wrong plan or package.

3.2 Confirmed Device Incompatibility
If your device is confirmed to be incompatible with eSIM technology.

Note: Once an eSIM QR code has been scanned or installed, it is considered used and is no longer eligible for a refund.

4. Non-Refundable Situations
Refunds will not be issued if:

  • The eSIM has been installed, activated, scanned, or used
  • The 7-day refund period has expired
  • An incorrect email address was provided at checkout
  • You changed your mind after installation or activation
  • Local network coverage limitations affect performance

5. How to Request a Refund
If your purchase meets the eligibility criteria above, please get in touch with us at support@getsimnova.com with:

  • Your order number
  • Your full name
  • A brief description of the issue
  • Device details or screenshots (if applicable)

We aim to respond within 24–48 hours.

6. Replacement or Resolution
If an eSIM is found to be faulty or incompatible and remains unused, we may offer a replacement eSIM or a refund, depending on the circumstances.

7. Consumer Rights (New Zealand & Australia)
This policy is in addition to your rights under the
New Zealand Consumer Guarantees Act 1993 and Australian Consumer Law (ACL).
Nothing in this policy limits your statutory consumer rights.

8. Contact Us
For any questions regarding refunds, contact:
Email: support@getsimnova.com
Business Name:  Venture Bytes Limited
Location: New Zealand