Policies
Returns & Refunds
eSIM plans are digital products, so there is nothing physical to return. Please contact us before installing or activating an eSIM if you think an order is incorrect.
When we can help
- If we supplied the wrong plan, cannot deliver an eSIM, or the plan has a fault, contact us with your order email and a short description of the issue.
- If an eSIM has not been installed or activated, we will assess cancellation or a replacement where possible.
- Once an eSIM has been installed, activated or used, it is generally not refundable because the digital service has been supplied. This does not affect rights you may have under applicable consumer law.
How to request help
Email hello@eterno.dpdns.org with the order email, destination plan and any relevant screenshots. We aim to respond within two business days. If a refund is approved, it will be returned to the original payment method; bank or card processing times may vary.
Your legal rights
This policy is in addition to, and does not limit, consumer guarantees or other rights that cannot be excluded under law. Australian consumer guarantees, where they apply, cannot be removed by a business policy.