Lebara’s UK terms separate cancelling a mobile service from returning a physical product. For services ordered at a distance, the company states a 14-day cancellation period from the order confirmation email. For an unused product, the return period is 14 days from receipt, and the product has to meet the condition requirements in the terms.
Unused SIM products need to remain complete
If you are returning an unused SIM product, Lebara says the SIM card should still be attached to the original SIM holder. Goods remain the customer’s responsibility until they are received by Lebara, so a tracked method and proof of posting are sensible. Used, broken or incomplete products can fall outside the ordinary change-of-mind refund route.
Refund timing depends on what was cancelled
For a product that has already been received, Lebara says the refund is issued no later than 14 days after it gets the goods back, or earlier if the customer provides evidence that the return was sent. When there is no product to return, the terms state a refund no later than 14 days after notice of cancellation.
The company can deduct for service already supplied at the customer’s request during the cancellation period and for loss in product value caused by handling beyond what would reasonably be allowed in a shop. If a premium delivery service was chosen, the delivery refund is limited to the cost of the standard option.
Rolling and 12-month plans should not be treated alike
Lebara’s help section says a 30-day rolling SIM-only plan can be stopped by turning off auto-renew in the MyLebara account. A 12-month SIM-only agreement has a minimum commitment term, and the published terms say early termination before that term expires can create a charge based on the remaining months.
Lebara also states that money held as account credit can be requested back within 180 days after the last chargeable activity, subject to the account rules. Review the official UK terms and conditions before cancelling, particularly where a long-term plan or existing account credit is involved.