Refund & Cancellation Policy
Effective date: 10 September 2026
Your eSIM is delivered immediately after payment. We want our refund rules to be straightforward and fair.
Change-of-mind refunds before activation
If your plans change, contact us at help@suitcase.ie before your eSIM has been activated or data has been used. We will refund an eligible change-of-mind purchase in line with this policy.
This does not affect your rights where an eSIM is faulty, does not conform to the contract, has been incorrectly described or has not been supplied as promised.
When we will consider a refund
Subject to the circumstances of the order and applicable consumer law, a full or partial refund may be appropriate where:
- we cannot supply the eSIM purchased
- the eSIM cannot be installed because of a fault attributable to the eSIM supplied by us
- the service materially differs from what was advertised
- a technical fault attributable to us or our supplier prevents use of the service and cannot be resolved within a reasonable period
- you were charged incorrectly
- you were charged more than once for the same order
- Irish or EU consumer law otherwise gives you the right to a refund or price reduction
Device incompatibility
Customers must check device compatibility before purchase.
A refund may therefore not ordinarily be available where the service was accurately described but the customer’s device:
- does not support eSIM
- is carrier locked
- has reached its permitted number of installed eSIMs
- has been modified or restricted
- is otherwise incompatible with the purchased service
Incorrect compatibility information
If we specifically stated that a particular device was compatible and that information was incorrect, we will consider the issue under your applicable consumer rights.
Change of travel plans
After an eSIM has been activated or data has been used, refunds are not normally provided solely because:
- your trip is cancelled
- your destination changes
- you purchase the wrong destination
- you no longer require mobile data
- you choose another connectivity provider
Discretionary remedies
Any goodwill refund is separate from, and does not limit, your statutory rights.
Poor coverage
Mobile coverage varies by location. A temporary lack of coverage in a particular building, area or location does not automatically mean that the service is defective.
Where there appears to be a material and persistent service problem, contact support so that we can investigate with the relevant network provider.
How to request a refund
Email help@suitcase.ie and include:
- your order number
- the email address used for the purchase
- destination or plan
- a description of the issue
- relevant screenshots or device information where appropriate
How we handle the request
We may first attempt reasonable troubleshooting where the issue appears capable of resolution.
Where a refund is legally due, it will be processed in accordance with applicable statutory requirements and normally using the original payment method.