Our terms and conditions are changing, click here to view them.

Klarna's Buyer Protection Policy.

info

 

COVID-19 related issues.

In order to take necessary precautions for the evolving COVID-19 outbreak, some retailers are cancelling certain services that you may have purchased, like flights or tickets to events.

Please reach out directly to the retailer to inquire about the status of your event or in the case of travel to inquire about the status of the booking.

In this context, the Buyer’s Protection Policy outlines the service offered by Klarna to buyers who are residents in Australia, relating to an order of physical goods and thus does not cover any services like events, vouchers or travel services.

Introduction

Klarna’s Buyer Protection Policy (“Policy”) outlines Klarna’s commitment to support you by providing information about the steps you should take in the unlikely event that you do not receive the goods you purchased from one of our partnered retailers  or if the goods you purchased from one of our partnered retailers are defective or not what you purchased.

Please note, you are responsible for raising any issues regarding your purchased items directly with the retailer, and the retailer is responsible for investigating and resolving your dispute but if required, Klarna may be able to help you achieve a resolution with our partnered retailers. Where your dispute is found in your favour by the retailer and they notify us of this resolution, you shall not be expected to pay – or if you already paid, Klarna will refund you in accordance with our refund policy.

Please notify Klarna of the dispute following the steps below. When the retailer updates Klarna on the status of your order it will automatically be reflected in your Klarna app. If the dispute is still open and we don’t hear from the retailer, we will be in touch with you and talk through next steps.

Your rights under Australian Consumer Law

You have rights and remedies under Australian Consumer Law against the seller and/or manufacturer of the goods you purchase and nothing in this Policy excludes, restricts or limits those rights. Some of these rights and remedies are discussed below.

Please visit https://www.accc.gov.au/consumers for more information on your rights under Australian Consumer Law.

If you believe you are a victim of fraud

Klarna works continuously to prevent, identify, and mitigate fraudulent activity. It is important that you contact us as soon as possible, by phoning 1300 000 190, if you suspect that you have been a victim of fraud.

More on Klarna’s fraud protection promise can be found here.

If your items do not arrive

Make sure you have waited long enough to receive your purchase. The retailer will have notified you how long delivery of the goods will take. Sometimes deliveries can be delayed and can take a little longer than expected. Please double-check that you haven’t missed a postal or email delivery notice.

 

As a first step, you must first contact the partnered retailer to try and resolve the issue. Under Australian Consumer Law, you may be able to claim a remedy such as a refund from the seller if the goods are not delivered within the time specified (or within a reasonable time, if the delivery time frame was not specified).
Then, notify Klarna by:

  1. Logging into the Klarna app and finding the purchase in the “MyKlarna” tab
  2. Click on  the purchase you would like to dispute, select “Report a problem” and then “I did not get my delivery”.
  3. After you include the additional information asked for, submit your dispute.
  4. Klarna will place a temporary hold on your repayments while you find a solution with the retailer.
  5. If it takes a long time to find a solution with the retailer and your repayments are still on hold, Klarna will contact you to see how we can assist you further.

Note: if the resolution you come to with the retailer is a store credit, you will be required to continue to pay your outstanding Klarna balance.

If the item you received is defective or not what you purchased

As a first step, please contact the retailer to try and resolve the problem. Under Australian Consumer Law, you may be able to claim a remedy such as a repair, replacement or a refund from the retailer directly if the goods are defective, do not match their description, and / or are not fit for purpose. Please note that the remedies available and offered to you by the retailer will depend on the specific problem with the item.

Then, notify Klarna by:

  1. Logging into the Klarna app and finding the purchase in the “MyKlarna” tab
  2. Click on the purchase you would like to dispute, select “Report a problem” and then “Something is wrong with the product”.
  3. After you include the additional information asked for, submit your dispute.
  4. Klarna will place a temporary hold on your repayments while you find a solution with the retailer.
  5. If it takes a long time to find a solution with the retailer and your repayments are still on hold, Klarna will contact you to see how we can assist you further.

Note: if the resolution you come to with the retailer is a store credit, you will be required to continue to pay your outstanding Klarna balance.