Disputes and Refunds

It’s easy to report a problem! Log in to your Klarna account and select the purchase you wish to dispute from the “Shopping” tab. Now choose to “report a return” or “report a problem” and follow the instructions on the screen.

Reporting a problem in the app/website will temporarily pause your instalment, so you have some time to contact the store and find a solution with them. If a solution isn’t found, our customer service team will reach out to you and assist you! Keep an eye on your inbox.

Refund processing times can vary, but there are a few things to do to make the process as smoooth as possible. We recommend following the store’s policy for returns and cancellations. Make sure to read the store’s policy before returning any items. Once the store has registered your return or cancellation with Klarna, your refund will be processed.

Please keep in mind that you will only receive a refund back into your bank account if the refund was processed by the store for more than the outstanding balance on your order.

All refunds will be issued according to the store’s return policy. You can expect your refund as outlined below:

• If you paid with a credit/debit card, the refund will be issued to your card. If your card has been closed, please contact your bank regarding the refund.
• If the store’s return policy does not allow refunds to the original form of payment, for example they only allow store credit, you are still responsible for your payments to Klarna associated with that purchase.

If the value of the return is more than the total amount due, then we settle the remaining payments first and refund you any remaining amount. If the value of the return is lower than the total amount due, then we will deduct it equally from any remaining instalments.