Still waiting on a

Lebara

refund?

Lebara clearly outlines when you’re eligible for refunds:

• Unused Prepaid Credit: Generally not refundable. Once you recharge or buy a prepaid plan, unused balances or leftover data won’t be refunded if you cancel or port out early.
  
  
• Service Issues or Outages: Refunds or credits might apply if Lebara fails to deliver your service entirely (e.g., SIM activation issues or significant network outages). Minor disruptions typically result in data or credit compensation.
  
  
• Billing Errors & Incorrect Charges: Eligible for refunds if you were double-charged, incorrectly billed, or experienced payment errors.
  
  
• Device & SIM Purchases: Devices purchased from Lebara are refundable within 7 days if returned unused, undamaged, and in original packaging. Faulty SIMs or devices are eligible for replacement or refund.
  
  
• Promotional Credits: Free promotional credits or bonuses have no cash value and are not refundable.
  
  
• Special Cases: If Lebara discontinues a prepaid service you’ve paid for upfront, you are entitled to a refund for the unused portion.
  
  

Quick Tip: Always double-check the specific terms of your plan or product to confirm eligibility upfront.

Follow these steps for a smooth refund process:

1. Determine Your Refund Reason:
Clearly define your refund scenario (billing error, service failure, device return, etc.) to streamline the process.

2. Contact Lebara Customer Support:
Reach out promptly through one of these channels:

• Phone: Dial 126 122 from your Lebara mobile or 1300 126 122 from other phones.
  
  
• Live Chat: Available on Lebara’s website during support hours.
  
  
• Email/Online Form: Accessible via the Lebara Support Page.
  

3. Explain Your Situation:
Clearly state your reason for the refund request. Provide your Lebara number, relevant transaction details, and precise dates and amounts.

4. Provide Necessary Proof:
Prepare transaction screenshots, bank statements, receipts, or other evidence to speed up processing.

5. Confirm Next Steps & Reference Number:
Ensure you understand how and when your refund will be processed. Request a refund reference number or confirmation for tracking.

6. Monitor and Follow Up:
If your refund doesn’t appear within the promised timeframe, proactively follow up using your reference number.

7. Escalate if Needed:
If unresolved after repeated attempts, escalate via Lebara’s formal complaints process or consider the Telecommunications Industry Ombudsman (TIO).

Typical refund processing times are as follows:

• Service or Billing Refunds: Usually processed within 1–2 weeks. However, internal approval delays can extend this period.
  
  
• Device Returns: Allow up to 30 days for refunds after Lebara receives your returned item.
  
  
• Bank/Card Processing: Once Lebara issues the refund, expect 3–5 business days (card refunds) or 1–2 business days (bank transfer) for the amount to appear.
  
  

Delays & Escalations: If refunds exceed promised timeframes, escalate politely through Lebara’s complaint channels or the TIO.

Lebara issues refunds primarily via:

• Original Payment Method (Card): Refunds typically return directly to your credit/debit card.
  
  
• Bank Transfer (EFT): Available if card refunds are not possible.
  
  
• Account Credit: Lebara may offer account credit as an alternative to a cash refund. Clarify your preference clearly.
  
  
• Device Returns: Refunds are returned to the payment method used at purchase once Lebara receives and inspects the returned device.
  

Important: Lebara does not issue cash refunds or refunds to third-party accounts.

Customers frequently encounter these refund-related hurdles:

• No Refund on Unused Credit: Prepaid balances are non-refundable upon cancellation or porting out. Understand this policy before recharging.
  
  
• Support Delays and Unresponsiveness: Refund requests can require persistent follow-ups due to slow customer service responses.
  
  
• Miscommunication: Clarifying your refund request repeatedly may be necessary due to misunderstandings by customer service agents.
  
  
• Credit Instead of Cash: Lebara might offer account credits instead of cash refunds. Be clear if cash is your preferred resolution.
  
  
• Complex Billing Scenarios: Errors such as double charges can be complicated to resolve without clear documentation and repeated follow-ups.
  
  

Tip: Be clear, persistent, and document all interactions thoroughly to overcome these common issues.