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* You used a Klarna payment method when making an online purchase

* Your Klarna account is in good standing. For example: All your transactions have been paid on time (this determination is made at Klarna’s reasonable discretion)

* It does not appear to Klarna that you are using the Buyer Protection Policy inappropriately or in a fraudulent manner, which is determined at Klarna’s reasonable discretion

* You contacted the store first to resolve the issue directly before involving Klarna. You need to be able to provide the proof of contact, should we ask for it

* You provided all relevant and requested information to support your claim to Klarna

* You raised your claim within the timeframes specified below, counting days from the invoice date:
- ‘Goods not received’ - 120 days from purchase
- ‘Significant Deviation’ - 60 days from purchase

* You are not raising a claim for the same order more than twice

* Payments that have not been made via your Klarna account

* Your transactions have been made in-store

* You already raised the claim for your transaction paid via card with the card issuer

* You and the store agreed to an alternative resolution. For example: Store credits or a replacement

* Any purchases of services or event purchases, such as concert tickets, plane tickets, accommodations, or other services such as beauty treatments 

* Any goods equivalent to cash — including gift cards, vouchers, donations, purchases of a financial product and/or service, or investments of any kind

* You bought property or paid your utility bill or rent

* Payments made in respect of gold (whether in physical form or exchange-traded form), in respect of bitcoins or other cryptocurrencies 

* Payments related to gambling and/or gaming 

* Any payments that violate Klarna’s ethical obligations or guidelines

* The item is significantly different from the store’s description of it. For example: The t-shirt is red instead of green. You ordered trousers in Small and received them in Large

* You received a completely different item. For example: You ordered a t-shirt but got a jacket. You ordered a phone but got the wrong version of it. You ordered apples but got bananas

* The condition of the item was misrepresented. For example: You received a sweater described as new but has clear signs of usage (for example, stains)

* The item was advertised as authentic but is not authentic (counterfeit). For example: You ordered a branded shirt and got a counterfeit

* The item is missing parts or features. For example: You bought a table and one leg is missing

* The item was damaged during shipment. For example: You bought 4 glasses but 2 arrive broken

* The item is unusable in its received state and was not disclosed as such. For example: You bought a phone that does not turn on

* You did not receive your order. For example: Your package did not arrive

* You did not receive parts of your order. For example: You ordered 3 items but only received 2

Klarna’s discretion

Klarna determines, at its reasonable discretion, if your claim is eligible for the Buyer Protection Policy.

* The defect in the purchased goods was correctly described by the seller in its description of the item. For example: The phone you bought has a broken screen which was highlighted in the store’s description

* Your ordered food does not match your personal expectations but does match common requirements. For example: The ice cream is not as creamy as you expected it to be. The burger does not look exactly like the advertised picture

* You ordered the wrong colour or material for a ‘made-to-order’ item

* A product you purchased does not meet your expectations regarding quality or performance, but otherwise matches the store’s description. For example: You bought a TV, but the image quality is not as high as you expected it. It does however match the store’s description

* The product has minor scratches and was described as “used.” For example: You purchased a ‘used’ table that has some scratches

* You buy in-store and take the goods with you 

* You made your purchase online, but picked up the goods in-store

* The store provided valid proof of delivery to the correct shipping location

You have to ensure 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 or don’t accept the delivery, after receiving a notification, you might be liable to pay a fee as set out in the store’s terms and conditions.