Refund policy

Returns & Refunds Policy

Last Updated: August 17, 2026

We want you to be confident when purchasing from FIRSTNUM. If you are not satisfied with your purchase, please review the return and refund terms below.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To begin a return, contact support@firstnum.com before sending the product back.

Returns sent without prior authorization may experience processing delays.

Return Eligibility

To qualify for a standard return, the product should:

Be returned within 30 days of delivery
Be in good physical condition
Include the original device and accessories
Include the original packaging when reasonably possible
Not show damage caused by misuse, abuse, unauthorized modification, or improper handling

We may request your order number, device information, photos, videos, or other reasonable information to help evaluate the return request.

Changed Your Mind

If you are returning a properly functioning product because you changed your mind, ordered the wrong item, or no longer need the product, return shipping costs are generally the responsibility of the customer.

Original shipping charges, when applicable, are generally non-refundable unless required by applicable law.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged in transit, materially defective, or different from the product you ordered, contact us promptly at support@firstnum.com.

Please provide your order number and supporting photos or videos when possible.

After reviewing the issue, we may provide troubleshooting assistance, a replacement, a return authorization, or another appropriate resolution.

When FIRSTNUM confirms that an item was damaged, defective, or incorrectly shipped, we will provide appropriate return instructions and cover reasonable return shipping costs where applicable.

Device Connectivity Issues

FIRSTNUM portable hotspots rely on supported cellular networks.

Mobile network availability and performance can vary depending on location, carrier coverage, signal conditions, network congestion, building structures, environmental conditions, and other factors outside the device itself.

Before requesting a return because of a connectivity issue, we encourage you to contact support@firstnum.com so that our team can assist with setup, coverage verification, device configuration, and troubleshooting.

Data Plans and Digital Services

Physical device purchases and mobile data plans are separate types of purchases.

Data plans that have already been activated, started, consumed, or partially used are generally non-refundable, except where required by applicable law or where otherwise stated at the time of purchase.

Unused data-plan eligibility and refund conditions may depend on the specific plan, destination, activation status, and terms presented when the plan was purchased.

The complimentary or included data associated with an eligible FIRSTNUM device has no separate cash value and cannot be exchanged for cash.

How to Request a Return

Email support@firstnum.com with:

Your order number
Product model
Reason for return
A description of any product issue
Photos or videos if relevant

If your return is approved, we will provide return instructions and the applicable return destination.

Do not send a return to an address not provided or confirmed by FIRSTNUM Customer Support.

Return Shipping

For returns based on personal preference or other non-defective reasons, customers are generally responsible for return shipping costs.

For confirmed damaged, defective, or incorrectly shipped products, FIRSTNUM will provide appropriate return-shipping instructions.

We recommend using a trackable shipping service when returning a product.

Inspection and Refunds

After we receive your returned product, it will be inspected.

If the return is approved, the applicable refund will be issued to the original payment method.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.

Items That May Not Qualify for a Refund

A refund may be denied or reduced when permitted by applicable law if:

The return request is made outside the applicable return period
The product has been materially damaged through misuse or improper handling
Important components or accessories are missing
The product has been modified or altered without authorization
The returned item does not match the product originally purchased
The return involves an activated or consumed data plan that is not otherwise eligible for refund

Nothing in this policy limits rights that cannot legally be excluded under applicable consumer protection laws.

Cancellations

If you need to cancel an order, contact us as soon as possible at support@firstnum.com.

We will make reasonable efforts to cancel the order before fulfillment begins, but cancellation cannot be guaranteed once an order has been processed or shipped.

If an order has already shipped, the applicable return process will generally apply.

Exchanges

Depending on the circumstances and product availability, we may offer a replacement rather than a refund for eligible defective, damaged, or incorrectly shipped products.

Please contact Customer Support before returning any product for exchange.