Refund Policy

Factory Direct LTD is committed to ensuring that you are satisfied with our eSIM services. However, due to the digital nature of our products, specific refund conditions apply.

1. General Conditions

We offer a refund ("money-back guarantee") under the following conditions:

• The eSIM was purchased but has not yet been installed or activated.
• There is a demonstrable technical issue with the eSIM that our support team could not resolve.
• The request is made within 14 days of the purchase date.

2. Technical Issues

If the eSIM does not function due to a technical fault on our side or the network operator, you are entitled to a full refund or a free replacement. Please contact our support at support@activa.tel and provide screenshots of the error or settings.

3. Non-Refundable Cases

Refunds are excluded in the following cases:

• The data package has been partially or fully used.
• The issue is caused by an incompatible device (SIM lock or lack of eSIM support). We ask all customers to check device compatibility before purchase.
• The customer changed their mind after the eSIM was installed.
• Poor local network coverage at a specific location, provided the network is generally available in the country.

4. Refund Process

To request a refund, please send an email to support@activa.tel with your order number and a description of the issue.

Approved refunds will be credited to the original payment method (e.g., credit card via Stripe) within 5–10 business days.

Factory Direct LTD
124 City Road, London, England, UK