Refund policy
Q1｜Can I request a refund after purchasing an eSIM?
No.
eSIMs are one-time virtual products. Once the QR code has been issued, the product is considered delivered.
Cancellations, changes, or refunds are not available. Please confirm that your device supports eSIM before placing an order.
Q2｜I bought an eSIM, but my device doesn’t support it. Can I get a refund?
No.
Please make sure your device supports eSIM before purchasing.
Refunds will not be granted for device incompatibility or failure to check compatibility in advance.
Q3｜I couldn’t use the eSIM abroad. Can I get a refund?
Please contact customer support immediately.
Use airport or hotel Wi-Fi to reach us on-site.
Refunds cannot be processed if you report the issue only after returning home.
Q4｜Can I request a refund if the service is faulty?
Yes, if confirmed by customer support.
If our technical team determines that the issue is caused by the service (not your device), a refund will be processed.
Refunds are limited to the amount paid. We do not cover additional claims (e.g. lost time, travel delays).
Q5｜Can I return a Mars eSIM physical card?
Yes, if the following conditions are met:
• The item is unopened, unused, and in original packaging
• You contact customer service within 7 days of receipt
• You return the item within 7 days after applying for return (shipping cost covered by buyer)
• Returns past the deadline or with incomplete items will not be accepted
• Refund = product price minus outbound shipping cost
Q6｜How should I return the item?
Use a trackable shipping method (e.g. registered mail or courier).
If the item is lost during non-trackable shipping, we cannot issue a refund.
Keep the shipping receipt and tracking number for your reference.
Q7｜Do I need to return all free gifts?
Yes.
If gifts are missing, the value of the missing items will be deducted from your refund.
Q8｜How do I request a refund? What is the processing time?
• Credit Card
If you paid by credit card, we will process a refund to the original card once the returned product is received.
Processing time is approximately 7–21 business days.
Please check your next 1–2 billing statements for the refund. If you do not see it, contact your card-issuing bank directly.
• Apple Pay
Refunds will be issued to the original card used via Apple Pay within 7–21 business days after the return is received.
Please monitor your next 1–2 credit card statements, and contact your bank if the refund does not appear.
• Online ATM (Card Reader Method)
If you paid using a chip card and reader via desktop online banking, your refund will be transferred to the bank account you provide.
Processing time is approximately 7–14 business days.
If the account details are incorrect and the transfer fails, the buyer will be responsible for any loss.
• Virtual ATM Transfer
If you paid by virtual account using online banking, mobile app, or ATM, refunds will be made to your provided bank account within 7–14 business days.
⚠️ Please ensure the bank account information is accurate. Any errors resulting in failed refunds are the buyer’s responsibility.
🔔 Important Reminder:
The refund must be issued to an account under the same name as the original order.
Providing correct and matching account information helps avoid disputes or potential fraud.