Refund Policy

Muzblox Mobile Ltd
Refund Policy
Last updated: July 2026

Our Refund Commitment

We want you to purchase from Muzblox with confidence. If something goes wrong, we'll always aim to resolve the issue fairly, promptly and transparently. If you're experiencing a problem with your eSIM, please contact us before requesting a refund—we may be able to resolve the issue without interrupting your service.

1. Wallet Top-Ups

You may add funds to your Muzblox Wallet for future purchases.

• Wallet balances do not expire.
• You may request a refund of unused Wallet funds within 14 days of the original top-up, provided none of those funds have been used.
• After 14 days, Wallet top-ups become non-refundable, even if the balance remains unused.
• Any remaining Wallet balance can continue to be used indefinitely to purchase eligible products and services.

2. eSIM Refunds

As eSIMs are digital products, refunds are assessed carefully. You may be eligible for a refund if:

• The eSIM is faulty or cannot be used due to a verified technical issue.
• No data has been consumed and your request is made within 30 days of purchase. Refund requests are assessed individually and supporting information may be requested.

3. Refunds Not Normally Available

Refunds will not normally be provided where:

• Data has already been consumed.
• The request is made more than 30 days after purchase.
• Your device is not eSIM compatible*. 
• Your device is network locked.
• An incorrect plan or destination was selected by the customer.

4. How to Request a Refund

To request a refund, please contact support@muzblox.com with:
• Your registered email address.
•Your order reference (if available).
• A description of the issue.
• Any screenshots that may help us investigate.

5. Processing Refunds

If a refund is approved, it will normally be returned using the original payment method wherever possible. Processing times may vary depending on your payment provider.

Questions?

If you have any questions about this Refund Policy, please contact support@muzblox.com.

Our support team is available Monday to Friday, 9:00am–6:00pm (UK time).

Priority Support is available through the app for urgent service-related matters.

*Customers are responsible for checking that their device is eSIM compatible and network unlocked before purchasing. We provide a compatibility checker on our website and within the app to help with this. Refunds are not normally available where a purchased eSIM cannot be used because the customer's device is incompatible or network locked.