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Lebara Phones Terms & Conditions


1. Who are we and applicable Terms?
2. Purchases from our Lebara Partners
3. Specific product terms
4. Descriptions and prices of products
5. Availability
6. Acceptance of orders
7. Deliveries
8. Return and refund policy
9. Lebara Partner Guarantee
10. Free gifts and promotional products and eVouchers
11. Online Lebara Phone Returns Policy

1. Who are we and applicable Terms

1.1 This website and the related services are operated by Lebara Limited, registered in England under company number 4293563 with registered offices at Level 2, 25 Copthall Avenue, London, EC2R 7BP, trading as Lebara Phone, (Lebara Phone, Lebara, we, us or our).

1.2 These are the specific Terms (Specific Terms) relating to our Lebara Phone/handset online site (the Product or Service). The general terms and conditions (the General Terms) found here also apply and are incorporated by reference. These Specific Terms should be read and understood together with these General Terms Together the General terms and the Specific Terms are collectively referred to as the Terms.

1.3 In addition, our Privacy Policy are incorporated by reference into these Terms.

1.4 By purchasing or using our Products or Services you:
(a) agree to be bound by these Terms; and
(b) enter into a binding agreement with us on the basis of these Terms.

1.5 If you do not agree to these Terms, please refrain from purchasing or using our Products or Services.

1.6 We may change these Terms from time to time by changing them on the site. If you continue to use our Products or Services after any such revisions take effect then you will be taken to have agreed to the revised Terms. You should print a copy of these Terms for future reference.

“Lebara Partners” means our selected Partners at Lebara.

“We, us or our” means Lebara and/or Lebara Partner(s) as applicable to your order.

2. Purchases from our Lebara Partners

2.1 When you purchase from a Lebara Partner, the contract of sale is between the Lebara Partner and you. These terms and conditions, alongside the information provided by the Lebara Partner on their own Help page, form the basis of the contract between the Lebara Partner and you.

2.2 You authorise Lebara to process payments as agent of the Lebara Partner. Lebara has no other responsibility to you in respect of these orders except where expressly set out otherwise.

3. Specific product terms

Some purchases made on the Lebara Phone site will also be governed by specific product terms. Where this is the case, such product terms will be made available.

4. Descriptions and prices of products

4.1 We have taken care to describe and show products as accurately as possible. Despite this, products may vary from their descriptions. If there is anything that you do not understand, or if you wish to obtain further information, please Contact Us.

4.2 If there is a difference between the price for a product in Lebara advertisements (either online or offline) and the Lebara Phone site, you will be charged the price on the Lebara Phone site. The price offered in respect of a product on the Lebara Phone site may differ from the price offered at the same time through other retailers or specific Lebara offers. We are under no obligation to honour any third party price or promotion in the event that it differs from those on the Lebara Phone site.

4.3 If, by mistake, we have under priced a product, we will not be liable to supply that product to you at the stated price, provided that we notify you before we despatch the product to you. In those circumstances, we reserve the right to cancel your order. In the event we cancel your order, we will give you a full refund on any amount already paid for that product in accordance with our return and refund policy.

4.4 All prices are expressed inclusive of any VAT payable unless otherwise stated.

4.5 The price of a product does not include the delivery charge, which will depend on the delivery method you choose and will be added during checkout.

5. Availability

5.1 All products advertised are subject to availability or while stocks last (as may be applicable).

5.2 We try to ensure that we always stock the full product range and will let you know if the product is out of stock. If for any reason beyond our reasonable control we are unable to supply a particular product, we will not be liable to you except to ensure that you are not charged for that product.

5.3 In the interests of all our customers, we may place restrictions on bulk buying of some products. If you try to bulk buy products that have bulk buying restrictions you will receive a message telling you to reduce the number of products you’re trying to buy.

6. Acceptance of order

6.1 Your order is an offer to buy from us. We will send you an order confirmation email detailing the products you have ordered and an estimated date for delivery or collection in store, as applicable. Please note that this email is not acceptance of your order by us.

6.2 Nothing that we do or say will amount to any acceptance of your offer until we send you an email notifying you that we have despatched a product to you. At this point, a contract will be made between us for you to buy and us to sell the products that you have ordered from us. Where products are despatched or made available to collect in store separately, our acceptance of the order in respect of each product takes place when we notify you by email of such despatch.

6.3 After the time the contract is made, you cannot amend your order (however, you may cancel an order set out in our return and refund policy).

6.4 At any point up until the contract is made, we may decline to supply a product to you. If we decline to supply a product to you and you have already paid for it, we will give you a full refund of any amount already paid for that product in accordance with our return and refund policy.

6.5 Products and Services offered are available only to individuals who we, in our absolute discretion, consider eligible. The eligibility criteria include, without limitation, those whose applications are acceptable to us and those who are residents in selected Lebara countries within the European Union.

6.6 We may, at our own discretion, limit, restrict or reject any order you place at any time prior to the contract having been completed. Where this happens, we will attempt to contact you. We also reserve the right to limit or prohibit sales to dealers or to entities that we believe, in our sole discretion, are making use of the Products or Services for profit.

6.7 Payment methods are subject to validation checks and authorisation and we will not be liable for any delay or non-delivery caused by failure of such checks or authorisation.

7. Deliveries

7.1 Delivery will be made to the address specified when you complete the order.

7.2 Please note that we only deliver to addresses within selected EU countries.

7.3 We use a variety of delivery methods, depending on the size of the product you order and the speed with which you wish to receive it. For more information on delivery arrangements, times and prices see delivery information. Some products are delivered directly by our supplier and the supplier will contact you to arrange delivery.

7.4 Whilst we make considerable effort to deliver all your products within 30 days of the date of your order, we shall not be liable if we fail to do so in part or in full due to circumstances beyond our control. We shall contact you to let you know if we are having any problems getting a product to you within that time.

7.5 Where you purchase products from both Lebara and a Lebara Partner in a single order, the Lebara Partner is responsible for the delivery of the products it has sold and Lebara is separately responsible for the delivery of the products it has sold. Therefore, delivery may be made separately and will not necessarily arrive at the same time.

7.6 Estimated time frames for delivery of Products or completion of Services are estimates only and delays may arise due to matters outside of our reasonable control.

8. Return and refund policy

8.1 For details of how to cancel your order if you change your mind or how to obtain a refund or replacement if your products arrive damaged or are faulty, please refer to our returns and refunds policy in the General Terms.

9. Lebara Partner Guarantee

9.1 You are protected for all purchases you make on the Lebara Phone site, and that purchases from Lebara Partners. So that you can buy with confidence, Lebara offers its customers a guarantee up to the full value of the purchase price of your product(s) from Lebara Partners within the first year. You may make up to one claim in any given year.

This guarantee applies in the following circumstances:

(a) if the Lebara Partner has not delivered your order or any part of an order or the Lebara Partner has not attempted to deliver the order, within 10 business days (being any day other than a Saturday, Sunday or public holiday) after notification of despatch; or

(b) if a product you have received is materially different from the description on the Lebara Phone site, or it is damaged or defective on delivery; or

(c) a failure by the Lebara Partner to provide you with a refund where (i) you are due a refund under the returns and refunds policy, or (ii) the Lebara Partner has agreed to provide you with a refund and you have returned the products to the Lebara Partner; or

(d) if the item develops a fault within the first year when being used according to the manufacturer’s instructions.

9.2 This guarantee is only available where:

(a) you have purchased the item from a Lebara Partner and paid via the Lebara direct site;

(b) you warrant that any information you provide is truthful and accurate;

(c) you raise your claim no earlier than 3 business days after having first raised a complaint directly with the Lebara Partner;

(d) you have not and will not request a chargeback from the issuing bank or receive any refund, replacement or other compensation from the Lebara Partner at any time; and

(e) you agree that a refund is the only remedy provided under the Partner Guarantee.

9.3 To raise a claim under the guarantee, please contact Lebara Customer Services.

10. Free gifts, promotional products and eVouchers

10.1. Free gifts and promotional products that may be given away in conjunction with a purchase may be despatched to you separately and delivery times may vary.

10.2 If you change your mind and return your product, you must also return any free gift or promotional product associated with the promotion and received by you as a result of that order. We may charge you a reasonable amount for the free gift if you do not return it.

11. Online Phone Returns Policy

11.1 Our Promise.

You have a cooling-off period after you’ve bought your phone, for extra peace of mind. You have a 14 day cooling off period, starting when you bought your phone. If you change your mind or your phone develops a fault during this time, you can send it back to us ‘as sold’ for a refund or repair.

11.2 Amending or Cancelling an Order

If you’ve already checked out, you can’t add extra products to your order, please place a new order. Similarly, you cannot change the delivery address for an order that has already been placed.\
Once the goods have been ordered, any return or exchange must be processed in accordance with this returns policy.

11.3 Exchange Your Handset

Online orders cannot be exchanged for different products – customers will need to return unwanted items for a refund and place a new order.
The only permissible exchange is a like for like where the original item is faulty.

11.4 Returns Policy

Any items returned to us should be in a new saleable condition, with original packaging and labels still attached. We may reduce the amount refunded if the goods have been used or handled unreasonably before return. We regret it is not possible to return the following goods after delivery unless the item(s) are faulty: opened and used SIM cards once unsealed; Headphones that have been sealed for protection reasons will be deemed as used if unwrapped and cannot be returned.

11.5 Returning Handset

To arrange your return, please call our Customer Services Support Team:
From a Lebara Phone: 5588, from a UK landline: 870 075 5588.

Where we have agreed to collect the Goods from you, you must ensure that they are available for collection at the time arranged.

If you have received your order and no longer want one or all of your products, and it is not excluded by our Returns Policy, please return your product(s) within 28 days from the date of receipt. Products should be returned in original undamaged packaging, with labels still attached and with all the accessories, parts and instructions.

11.6 Refunds

Where a refund is provided for prepay devices, this will only be given in respect of the price paid for the goods and cannot be provided for any airtime and you should retain your SIM card to use any airtime purchased with the goods. Refunds can only be made to the original card of purchase. Any refund due will be credited to the original card of purchase within 3-5 working days. It may take your card issuer additional 3-5 working days for your balance to update.

We’ll send an email to tell you when your refund has been processed.

Please contact Us if you have any queries about your refund.

Please note that SIMs is non-refundable and should not be returned to us and when you insert your SIM card into your new device, you are agreeing that your network can start your network services before the end of the cancellation period.

11.7 Faulty or Damaged Products within 30 days of the Date of Purchase

We will replace any faulty products or products damaged on delivery with the same product, or if the product is no longer available, will refund back the cost of the product (and the delivery charge if no other products were purchased in the same transaction) to the credit card originally used to make the purchase. At times we may also contact you to offer an alternative replacement.

You can turn the product on and try it out. Please do not add data to the product until you are happy with it. Any personal data saved on the product will be inaccessible once you’ve returned it. Where you have cancelled the order for a product and it has not been returned to us in fully resalable condition, or the packing is damaged, we reserve the right to refuse a refund on the product. This does not affect your statutory rights.

11.8 Free Repairs under Warranty

Your phone has a free 12 month Lebara Phone warranty, which starts from the date you bought your phone, and this might also be extended by the manufacturer’s warranty. When you call our Customer Services support line, we’ll let you know if your phone’s still under warranty.

11.9 Chargeable Repairs

Your phone will be out of warranty if the Lebara Phone or manufacturer warranty period has expired or if it’s been dropped or water damaged. We may still be able repair it for you, but you will have to pay for the repairs. We reserve the right to offer a spare part or repair where appropriate. Fault or damage caused by accident, misuse or negligence or outside the warranty period is not covered by the 1 year returns warranty. Your statutory rights are not affected.

Products returned as faulty will be examined for reason for fault, if the fault is found to be due to negligence, water damage etc this will invalidate the warranty and you will be given the option of whether to pay for the repair or to have the item disposed of or returned back to you or if you wish us to if you wish us to, we will gladly arrange a repair for you.

We regret that we cannot accept any claims for losses or lost data you may suffer during the time your product is being repaired by the manufacturer.

11.10 How long do Phone Repairs Take?

We aim to repair and return your phone within 10 calendar days of when we receive it.

11.11 Returning Your Phone:

If you want to return your phone to us within the timescales above,
you’ll need to return the following items to us:

  • Your receipt
  • The phone (must be undamaged)
  • All accessories including charger
  • The original box and packaging
  • The user guide/handbook

This doesn’t affect your statutory rights.

To arrange your return or repair, please call our Customer Services Support Team: From a Lebara Phone: 5588, from a UK landline: 870 075

So we can deal with your query as quickly as possible, please try to have the following to hand when you call:

  • Your receipt
  • Make and model number of your phone
  • Your phone’s IMEI number

To find your phone’s IMEI number, dial *#06# from your phone. It could also be on the box your phone came in; behind a removable battery or printed on your contract.

Last Updated: 19 June 2015