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Klarna’s return instructions

When returning your order or a part of it, it is important to follow the store’s return policy and provide evidence of your return. Here are the steps you should take to ensure a smooth and successful return process:

  1. Follow the store’s return policy. Many stores require customers to use the return tracking information provided by the store and to register the return on the store’s website before returning the goods. Make sure to keep the return tracking information as evidence.

    1. When returning via mail, make sure to keep the return tracking number as evidence and give the store a reasonable amount of time to receive the goods and process the refund for your return.
    2. If you’re returning in-store, make sure to keep the return receipt as evidence. Note that it usually takes a few additional days to process the refund for your in-store return.

  2. If you have given the store a reasonable amount of time to receive your return but have not yet received the refund, you can raise a claim to Klarna. Log in to the Klarna app or web portal and locate the purchase you’d like to dispute. Select ‘Report a return’ from the options provided.

  3. When reporting a return to Klarna, make sure to provide your return tracking information as evidence (return tracking number or return receipt number). If you returned your goods via mail, Klarna will use your return tracking information to get a status update on your return and when it arrives at the store. If you returned your goods in-store, Klarna will give the merchant additional days to process your return.

  4. If the store does not process your refund within the given time frame, Klarna will contact the store and ask them for an update. The merchant will either take the action to refund the returned goods or provide information to Klarna of why they did not refund the returned goods (e.g. return policy has not been followed).

  5. If the store opposes the refund, Klarna, at its absolute discretion, will make a decision on the claim based on the evidence provided by you and the merchant.

Once you’ve reported a return following the guide above, Klarna will pause your payment until the issue is solved. If you’ve fully or partially paid for a purchase upfront, Klarna will refund your payment if the return claim is resolved in your favour. In the event of any refunds, Klarna will send the funds to the same source you used to make your payment.

By following these steps and providing evidence of your return, you can ensure that your return process is handled efficiently and fairly. Klarna will be there to help resolve any claims and make sure that you receive the refund you are entitled to.

Note: If it appears to Klarna that you are using the ‘Report a return’ option inappropriately or in a fraudulent manner, which is determined in Klarna’s absolute discretion, we reserve the right to not pause your invoice when raising a return claim.

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