Last updated: June 2026
We want you to shop with complete peace of mind. That's why we offer a guarantee: if your eSIM doesn't work or your plans change before activation, we'll help you. At the same time, as a digital product, some conditions apply, which we explain here with full transparency.
1. Unactivated eSIM — full refund (14 days)
If you have not yet installed or activated your eSIM (you have not started consuming data), you can request a full refund within 14 calendar days of purchase. No awkward questions asked.
2. Activated digital product — right of withdrawal
The eSIM is a digital content/service. In accordance with consumer regulations, by activating the eSIM and commencing the service, you expressly request and accept the start of the service and acknowledge that you lose your right of withdrawal over the portion already provided. Therefore, an eSIM that has been activated and has correctly consumed data is not refundable.
3. Technical issues — we'll fix it or give you your money back
If you installed the eSIM and cannot connect, contact us: our Spanish-speaking support will guide you step by step. If, after reasonable attempts, we cannot get it to work due to a cause attributable to the service, we will refund the affected plan. To help you, we may ask for information such as your phone model or a screenshot of your line status.
4. What is not covered
No refund is due when the problem is caused by factors unrelated to the service, for example: incompatible device or device blocked by your operator, eSIM deleted or incorrectly installed repeatedly despite instructions, data consumed, or plan expiration. Unused data or days are also not refunded.
5. Incorrect purchase
Did you choose the wrong country or plan and haven't activated it yet? Write to us and we will change it for the correct one free of charge.
6. How to request a refund
Write to hola@purasim.com stating your order number and the reason. We review each request within a maximum of 48 hours. Approved refunds are credited to the original payment method; the time until it appears depends on your bank or entity (usually 3–10 business days).
Any questions? Write to us at hola@purasim.com — real people, in Spanish, 24/7.
