Klarna's Buyer Protection Policy.

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In order to take necessary precautions for the evolving COVID-19 outbreak, some merchants are cancelling certain services that you may have purchased.

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

If you have already paid for the ticket, Klarna will only refund orders to the extent they will be refunded by the merchant.

If you have not yet paid for the ticket, we have paused your invoice or payment plan for 30 days in order to give you some time to solve the problem with the merchant.

In this context, the Buyer’s Protection Policy is a service offered by Klarna for buyers with residence in Australia to assist you after the order of physical goods such as in case of receiving faulty goods and thus does not cover services like events, vouchers or travel services.

We ask you to directly contact your merchant to resolve any issues you may have on your order. If your merchant updates your order it will be automatically reflected in our systems and in your Klarna app.

 

Introduction.

Klarna’s Buyer Protection Policy (“Policy”) tells you how you can obtain a refund from Klarna for any payments you have made and cancel any future payments when you use Klarna to purchase eligible goods from a Klarna merchant or when paying for goods utilising a One-time card. This Policy applies when you have made an eligible purchase (in accordance with applicable terms) and:

  1. Your purchased goods do not arrive, and/or
  2. You received goods that you did not order, and/or
  3. You received goods that are defective, damaged or incomplete at the time of delivery, or do not match the merchant’s description of the product at the time of purchase

Eligible purchases include only purchases of physical products sold by authorised Klarna merchants (retailers), or when paying for goods utilising a Klarna One-time card in accordance with the applicable terms. This Policy does not apply to the following ineligible purchases made by you:

  • Downloadable goods,
  • Customised or personalised products,
  • Cash-equivalents (eg. gift cards),
  • Unlawful or illegal items,
  • or items that violate our ethics policy

If you discover that purchases were made in your name that you did not make or authorise, our zero fraud liability policy further described below may apply.

The rights and remedies described in this Policy are those you have under the Australian Consumer Law against the merchant (retailer) and/or manufacturer of the goods and nothing in this Policy excludes, restricts or limits those rights. Please keep in mind that any disputes or questions regarding purchased goods shall be handled between you and the merchant (retailer), and you must always contact the merchant yourself in order to try to solve any issues.

Policy regarding your purchased goods.

This section of the Policy relates to the delivery or condition of your purchased goods. Before making an application, it is important that you review the qualifications under “Claims with your merchant or financial institutions.”

If your purchased goods don’t arrive

Before you seek a refund from Klarna or apply to have any future payments cancelled, you must first contact the merchant (retailer) to try and resolve the problem. Under the Australian Consumer Law, you may be able to claim a remedy such as a refund from the merchant (retailer) if the goods are not delivered within the time specified (or within a reasonable time, if the delivery timeframe was not specified).

You should also confirm that you have not missed any notifications from the merchant or the shipping courier about your delivery. Please note that this Policy does not apply to any goods that have been delivered by the shipping courier but not collected.

If goods received are defective or not what you purchased

If the goods you received are not something you ordered, are defective, damaged or incomplete at the time of delivery, or do not match the merchant’s (retailer’s) description of the product at the time of purchase, you must first contact the merchant to try and resolve the problem. Under the Australian Consumer Law, you may be able to claim a remedy such as a repair, replacement or a refund from the merchant (retailer) directly if the goods are defective, do not match the description, and / or are not fit for purpose.

This Policy does not apply if the goods you receive are of acceptable quality and are accurately described by the merchant but you no longer want the goods or have changed your mind.
Please keep in mind that any disputes regarding purchased goods shall be handled between you and the merchant (retailer), and you must always contact the merchant yourself in order to try to solve any issues.

How do I make an application?

To seek a refund from Klarna or apply to have any future payments cancelled, please contact Klarna customer support by opening a chat in the Klarna App, calling 1300 00 190, or by emailing customerservice@klarna.com.au. Please have your order information with you during the call, including the merchant (retailers) name, date of purchase, order number, description of the disputed goods, and date when you first contacted the merchant (retailer) about the dispute. To assist our investigation, we may ask that you provide us with additional evidence to support your application, for example, photos of the delivered goods, a copy of the merchant’s (retailer’s) shipping policy, bank statement or your receipt. You must respond to our request for additional evidence within 5 days or as instructed in our request, otherwise we may decline your application. We may also require you to return the disputed goods, at your expense, to the merchant (retailer), to Klarna, or to a third-party that we may designate. We will attempt to determine, at our sole discretion, whether your application qualifies for a refund under this Policy, within 30 days from when you submitted your application, it may take longer.

What happens after I make an application?

I have not yet fully paid for the disputed goods
Before you seek advice or initiate an application with Klarna, you must first contact the merchant (retailer) to try and resolve any issues. If you have not yet paid, or fully paid, for disputed goods when making an application, we will suspend your payment due date for that good while we investigate your application. If we accept your application, you will not be required to pay for your purchase (and we will refund you for any payments already made). If we do not accept your application, or the disputed goods arrive during or after completion of our investigation, you will be required to pay for your purchase within the time remaining when we suspended your payment due date or such other due date that we may provide.

If you have utilized the Klarna One-time card feature and you have not yet fully paid for the disputed goods and you return the goods to the merchant (retailer) directly (e.g. in-store or by post) and your application is accepted, the retailer may either provide you with a refund to the payment method used to purchase the goods (i.e. the Klarna One-time card) or another payment method (e.g. cash or a different credit card). If the retailer provides a refund to your original payment method, the money will be redirected to Klarna, as Klarna paid for the goods on your behalf and this will discharge your debt to Klarna. Alternatively, if the retailer provides you with a refund to a payment method other than the one used to purchase the goods (e.g. cash or a different credit card), you will still be required to discharge your debt to Klarna by paying off the debt (i.e. by using the money refunded to you by the retailer) within the time specified by us.

I have already paid for the disputed goods
If you have already paid for disputed goods when making an application, and we accept your application, we will refund you back the amount you paid for your purchase, including any taxes, shipping and handling charges paid by you, to the payment method used to pay for the purchase. If we do not accept your application, you will not receive a refund from us, but you may have other dispute options available through your issuing bank or other means. Please note that we will not refund you back for payments already made when utilizing the Klarna One-time card if the merchant (retailer) has refunded you back directly (rather than refunding the amount back to Klarna via the Klarna One-time card).

Klarna’s zero fraud liability policy.

This section of the Policy relates to purchases or charges made through Klarna without your authorisation. We also ask you to review important qualifications under “Claims with your merchant or financial institutions.”

If you discover that a purchase or charge was made in your name that you did not make or authorise, you must file an application with us within (i) 60 days of the date the charge first appears on your credit card, bank statement or Klarna statement, as applicable, or (ii) 30 days from the date we first notified you that your payment is due. You can file an application by contacting Klarna customer support by calling 1300 00 190.

When you file your application, please have any order information you may have available during the call, including the merchant (retailers) name, date of purchase, order number, description of the disputed goods, payment method used, and/or the date when the purchase first appeared on your credit card or bank statement. To assist our investigation, we may ask that you provide us with additional evidence to support your application, for example, a copy of your credit card or bank statement showing the unauthorised charge. You must respond to our request for additional evidence within 5 days or as instructed in our request, otherwise we may decline your application. We will attempt to determine, in our sole discretion, whether your application qualifies under our fraud liability policy, within 30 days from when you submitted your application, it could take longer. If you have not yet paid for the disputed purchase when filing an application, we will suspend your payment due date for that good while we investigate your claim. To avoid further unauthorised purchases, you and anyone else using your account may be prohibited from making purchases with Klarna during our investigation.

If we accept your application, we will refund back the amount you were charged for the unauthorised purchase to the payment method that was used. If we do not accept your application, you will not receive a refund from us, and any amount you owe us will still be due within the time remaining when we suspended your payment due date or such other due date that we may provide.

Claims with your merchant or financial institutions.

With your merchant

This Policy outlines Klarna’s own procedures for undelivered or materially different products as described above. Merchants (retailers) subject to any dispute or claim under this Policy may still bring a payment claim against you without the involvement of Klarna. Should you and the merchant (retailer) reach an agreement concerning the payment claim, or should your dispute with the merchant be adjudicated in a different forum (for example, through arbitration or a court), and the dispute is found in favour of the merchant (retailer), the merchant (retailer) may reinstate the payment claim through Klarna or other means.

With your financial institutions

If you used your credit card or debit card or bank deposit to purchase the disputed good through Klarna, or your credit card or debit card or bank account information was used for an unauthorised purchase, you can submit a claim with (i) Klarna under this Policy or (ii) dispute the charge through your card issuing bank or depositing bank, but not both. If you submit an application with us, and then dispute the charge with your issuing bank or depositing bank, and we receive a chargeback or other payment reversal, we will cancel your application. If your application with us is cancelled or denied, or you otherwise do not obtain a refund from us, you can still dispute the purchase with your issuing bank or depositing bank according to your issuing bank’s or depositing bank’s policies.