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 conditions apply for refunds.

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 verifiable technical problem with the eSIM that could not be resolved by our support team.
• The request is made within 14 days of the purchase date.

2. Technical Issues

If the eSIM does not work due to a technical error on our part or on the part of the network operator, you are entitled to a full refund or a free replacement. Please contact our support team at support@movy.tel and provide screenshots of the error message or settings.

3. Non-Refundable Cases

A refund is excluded in the following cases:

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

4. Refund Process

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

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