Klarna's Buyer Protection Policy.
When you use Klarna to purchase eligible goods from a Klarna merchant, Klarna’s Buyer Protection Policy (this “Policy”) provides you with the assurance that you will receive the goods you purchased or you will get your money back. THIS POLICY DOES NOT COVER PURCHASES MADE WITH A ONE-TIME CARD. SEE THE ONE-TIME CARD TERMS FOR DETAILS.
To qualify for a refund for purchases you made, you must have made an eligible purchase and:
- Your purchased goods do not arrive
- You received goods that you did not order, or
- 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 authorized Klarna merchants. This Policy does not cover the following ineligible purchases made by you:
- Downloadable goods
- Customized or personalized products
- Cash-equivalents events, vouchers or travel services
- Unlawful or illegal item
- Items that violate our ethics policy
If you discover that purchases were made in your name that you did not make or authorize, you may also qualify for protection under our zero fraud liability protection program.
Policy regarding your purchased goods
This section of the Policy relates to the delivery or condition of your purchased goods.
If your purchased goods don’t arrive
Before you file a claim with us, you must first contact the merchant to try and resolve the problem. If your merchant updates your order it will be automatically reflected in our systems and in your Klarna app. You should also confirm that you have not missed any notifications from the merchant or the shipping courier about your delivery. Please note that any goods that have been delivered by the shipping courier but not picked up by you are not covered under this Policy. If the merchant provides evidence that the goods were delivered to you, we may reject your claim.
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 description of the product at the time of purchase, you must first contact the merchant to try and resolve the problem. This Policy does not apply if the goods you receive are accurately described by the merchant but do not meet your expectations.
How do I file a claim, and what happens after I file a claim?
To file a claim, you may use the “report a problem” function within the Klarna app by clicking on the disputed purchase under “all purchases” within the “my Klarna” section of the Klarna app (report a problem is nested under “More”). To assist our investigation, we may ask that you provide us with additional evidence to support your claim, for example, photos of the faulty goods. You must respond to our request for additional evidence within 7 days or as instructed in our request, otherwise we may decline your claim, in which case you may need to reinitiate a claim. We may also require you to return the disputed goods, at your expense, to the merchant, to Klarna, or to a third-party that we may designate. We will attempt to determine, in our sole discretion, whether your claim qualifies for a refund under this Policy, within 30 days from when you submitted your claim, but it could take longer. Alternatively, please contact Klarna customer service via the “contact us” option under “customer services” within the Klarna app or on the Klarna website by live chat or by calling 1-844-552-7621.
If you have not yet paid for disputed goods when filing a claim, we will suspend your payment due date for that good while we investigate your claim. If we accept your claim, you will not be required to pay for your purchase. If we do not accept your claim, you have already received payment or resolution from another source, or the disputed goods arrive during or after completion of our investigation, you will be required to pay for your purchase. Your payment will be due within the time remaining when we suspended your payment due date or such other due date that we may provide.
If you have already paid for disputed goods when filing a claim, and we accept your claim, we will refund you back the amount you paid for the disputed goods, including any taxes, shipping and handling charges paid by you, to the payment method you used to pay for the purchase. If we do not accept your claim, you will not receive a refund from us, but you may have other dispute options available through your issuing bank or other means.
October 6, 2021