Returns & refunds

You can cancel an order yourself, for any reason, right up until it is handed to a rider. Open the order from your orders and choose Cancel.

• If you haven't paid yet, the order is simply dropped and the stock goes back on the shelf.
• If you have paid, the refund is sent through Chapa before the order is marked cancelled — so a cancelled order is never one whose money hasn't come back.
• There is no fee for cancelling, and you don't need a reason.

Once a rider has it, cancelling becomes a return, and that goes through a case instead. Open the order and choose to report a problem. You can raise a case because the order:

• never arrived
• arrived damaged
• was the wrong item
• was not as described
• or anything else — tell us what happened

Opening a case immediately freezes the money held for the seller, so nothing moves while we look at it. You, the seller, and we can all post to the case, which is where the evidence and the decision live.

We read the case and decide one of two things: the money is refunded to you, or it is released to the seller. Both are final and both close the case. We will say which and why in the case thread.

If no case is opened, the seller is paid 3 days after your order is delivered. That window is the time you have to raise a problem before the money moves on — so if something is wrong, open the case rather than waiting.

Refunds go back through Chapa to the method you paid with. We do not issue store credit and we do not hold your money as a balance. Once Chapa has processed the refund, how quickly it appears is a matter for your bank or wallet provider.

Delivery fees are refunded with the order when it is cancelled before dispatch. Where a parcel has already travelled, whether the fee is returned is part of the case decision.

Lebego is a marketplace, and many items are sold by independent sellers. That does not change any of the above: the case process, the held money, and the refund all work the same whether the seller is Lebego or a registered consignment seller. You raise it with us either way.