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Buyer Protection Bubble Wrap mobile hero
Buyer Protection Bubble Wrap hero

We've got your back!

Buy with Klarna and only pay for what you ordered and keep, with support in the app.

All payment options.

Shop with Klarna using any of our payment options and we’ve got you covered.

All your orders.

If anything goes wrong with your Klarna order, we got your back!

Pause your payment.

We pause your payments if something goes wrong. In other words, you never have to pay if you did not receive your order or if you decided to return the goods.

Chat or call us.
Chat or call us.

Have questions or are experiencing an issue with your Klarna order? Get help whenever you need it in our live chat or by phone.

Make hassle-free returns.
Make hassle-free returns.

Report returns in the Klarna app and we’ll immediately pause your payment plan. After the retailer processes your return, Klarna updates your payment plan and any excess amount will be automatically refunded.

Problems with your order?
Problems with your order?

Missing a delivery or received a defective item? Report a problem in the app and we’ll immediately pause your payment plan until the issue is resolved.

Klarna’s Buyer Protection.

If there’s a problem with a purchase you’ve made using one of Klarna’s payment methods, Klarna’s Buyer Protection Policy will support you when you need to initiate a dispute with a merchant. Find out how this process works below, including the information you’ll need to provide to Klarna, and when to direct your questions to the merchant.

Once you’ve reported a problem following the steps below, Klarna will pause your payment until the issue is solved. If you’ve fully or partially paid for a purchase upfront, we’ll refund your payment if the dispute is resolved in your favor. In the event of any refunds, we’ll send the funds to the same source you used to make your payment.

Klarna’s Buyer Protection Policy is here to reassure you that you can shop safely and securely with Klarna.

Please note that in the event that you have rights that fall under mandatory consumer protection legislation—and that go beyond what’s covered by Buyer Protection—those rights are not affected by this policy.

This policy is in effect for all orders made after 22/09/2022.

If you’d like to return all, or parts, of the goods you’ve bought:
  1. Report the return to Klarna.
    Find your purchase in the Klarna app, and tap ‘Report a return.’ If you need help, contact our customer service.

  2. Return the goods.
    Return the goods as soon as possible—make sure to follow the merchant’s return policy. IMPORTANT: Keep the return tracking information, and have it ready to share if we ask for it.

  3. If the return doesn’t get solved in time, we’ll request some information from you (such as the return tracking information) and support you in resolving the case. If you did not follow the merchant’s return policy and therefore the merchant doesn’t accept the return, we’ll reactivate your payment obligations and you’ll need to pay Klarna for the purchase you’ve made.

If your goods aren’t delivered:
  1. Report the problem to Klarna.
    Make sure you’ve waited long enough to receive your purchase. Log in to the Klarna app—or the web portal—and locate the purchase you’d like to dispute. Select ‘Report a problem’ from the options provided. Please ensure to allow for the goods to be delivered in accordance with the information that the merchant gives you. Also note — depending on the merchant, you may have to pay a return fee if you don’t pick up the goods.

  2. Contact the merchant to solve the problem.
    Contact the merchant you’ve made the purchase from, and ask for help in solving the problem. Only the merchant can help you find missing items and solve issues with delivered items. Once the problem is resolved, please return to the Klarna app or web portal and close the dispute.

  3. Still having problems? We’ll help you.
    Don’t worry—if it takes a long time to find a solution or solve an issue, Klarna will support you. We will contact the merchant to request evidence, such as tracking information and proof of delivery, in order to resolve the dispute.

If your goods are defective:
  1. Report the problem to Klarna.
    Log in to the Klarna app—or web portal—and find the purchase you’d like to dispute. Select ‘Report a problem’ from the options provided.

  2. Contact the merchant to solve the problem.
    Contact the merchant you’ve made the purchase from, and ask for help in solving the problem. Only the merchant can help you solve problems with faulty goods. Once the problem is resolved, please return to the Klarna app or web portal and close the dispute.

  3. Not working out? Let us help.
    Don’t worry—if it takes a long time to find a solution or solve an issue, Klarna will support you. Therefore, please make sure that you have evidence that you contacted the merchant to solve the problem directly. Once we receive your evidence, we will contact the merchant to request input from their side, in order to resolve the dispute.

If you’ve accidentally paid the merchant:
  1. Report the problem to Klarna.
    Log in to the Klarna app—or web portal—and find the purchase you’d like to dispute. Select ‘Report a problem’ from the options provided.

  2. Contact the merchant to solve the problem.
    Contact the merchant you’ve made the purchase from, and ask for help in solving the problem. If you’ve paid the merchant, ask them to adjust the order in the Klarna systems. Once the problem is resolved, please return to the Klarna app or web portal and close the dispute.

  3. Doesn’t work? Reach out to us — we’ll help you.
    Don’t worry—if it takes a long time to find a solution or solve an issue, Klarna will support you. Therefore, please make sure you provide us with information in regards to the account you made the payment to. Once we receive your evidence, we will contact the merchant to request input from their side, in order to resolve the dispute.

FAQ.

Reach us via chat.
Call us via phone 1300 000 190.

If you’re unhappy with the resolution, you can contact the consumer protection agency in your state.

1. Lack of evidence
We can’t help you if you can’t provide the information we’ve requested when trying to sort your issue.
2. Delivery
When placing your order, you should have ensured that it’s possible to deliver the goods to you. If your purchase could not be delivered, you’re not entitled to a refund. If you don’t pick up your delivery from the agreed pick-up location, after receiving a notification, you’re liable to pay return costs as set out in the merchant’s return policy.
3. Excluded purchases and spending
Please note that Buyer Protection doesn’t cover purchases of services (travel, event), goods equivalent to cash—including gift cards, donations, purchases of a financial product and/or service, or investment of any kind.

If you used your credit- or debit card or a direct debit to settle a purchase made using one of Klarna’s payment methods—and you wish to raise a dispute—you can choose to either submit a claim with (i) Klarna under Klarna’s Buyer Protection or (ii) dispute the charge through your card/account issuing bank. You can’t do both.

If you submit a dispute with us and then dispute the charge with your issuing bank, we’ll have to cancel your dispute if we receive a chargeback or another form of payment reversal. If a dispute you’ve initiated through us is not upheld in your favor, and you don’t obtain a refund from us, you can still dispute the purchase with your issuing bank according to your issuing bank’s policies.

If you believe you are a victim of fraud, please follow the guidelines of our Fraud Protection Promise.

Copyright © 2005-2023, Klarna Australia Pty Ltd, ABN # 82 635 912 579.