Refund policy

Thank you for trusting Telefonía_MX. We want you to have complete clarity when making your purchase. Since we offer personalized digital products, our policies are adapted to the legal guidelines of e-commerce in Mexico.

Non-Returnable Products

The eSIMs for Mexico and the United States issued by operators such as Telcel, AT&T, T-Mobile, Verizon, among others, are personalized products linked to each user from the moment of purchase. Once the QR code has been generated and delivered by email, it is not possible to cancel, refund, or modify them, as they technically remain active and assigned to a single device.

Products with Review Option

For other eSIMs, we can review your case if you experience technical failures or issues during activation.

If you request a refund or exchange, we will initiate a verification procedure to determine the cause of the inconvenience. This may include:

  • Confirmation of the device model and compatibility
  • Review of installation date, technical or network errors
  • Analysis of data or call package behavior

Once the case has been reviewed, we will be able to:

  • Replace your eSIM at no additional cost with the same or equivalent
  • Offer you an alternative with better compatibility (may require covering the price difference)
  • Proceed with a refund in case of a verifiable failure not attributable to the user

Voluntary Changes

If you wish to change your eSIM for a non-technical reason (for example, you chose the wrong region or operator), we can analyze your case on a personalized basis. We will apply best practices and always seek to offer you a fair, transparent, and quick solution.

Important Exceptions

  • No refunds apply for equipment incompatibility if it was not previously validated with our support team or in the compatibility section.
  • No refunds will be made if the user has already partially or fully used the contracted data or services.
  • No changes will be managed for lines that are already installed, activated, or transferred.

Request Deadline

You have up to 3 calendar days from the delivery of the code to request a review of your case. Outside of this period, it will be considered a completed and accepted activation.

Policy Modifications

This policy may be updated to adapt to legal, technical, or commercial changes. We recommend reviewing it before each purchase.

By making a purchase, you accept the terms described here. For questions, write to us at hola@telefoniamx.com. We are here to help you.