Klarna 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, no matter how you pay or where you shop. To qualify for a refund for purchases you made, you must have made an eligible purchase and:

  1. Your purchased goods do not arrive
  2. You received goods that you did not order, 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 authorized Klarna merchants. This Policy does not cover the following ineligible purchases made by you:

  • Downloadable goods
  • Customized or personalized products
  • Cash-equivalents
  • Unlawful or illegal items
  • 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 further described below.

Policy regarding your purchased goods

This section of the Policy relates to the delivery or condition of your purchased goods. We also ask you to review important qualifications under “Claims with your merchant or financial institutions.”

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. 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 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, please contact Klarna customer service at 1-844-552-7621. Please have your order information with you during the call, including the merchant name, date of purchase, order number, description of the disputed goods, and date when you first contacted the merchant about the dispute. To assist our investigation, we may ask that you provide us with additional evidence to support your claim, for example, photos of the delivered goods, a copy of the merchant’s shipping policy, or your merchant receipt. You must respond to our request for additional evidence within 5 days or as instructed in our request, otherwise we may decline your 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.

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, 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 already paid for disputed goods when filing a claim, and we accept your claim, 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 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.

Klarna’s zero fraud liability protection program

This section of the Policy relates to purchases or charges made without your authorization. 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 authorize, you must file a claim 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 under the Klarna Checkout User Terms. You can file a claim by contacting Klarna customer service at 1-844-552-7621.

When you file your claim, please have any order information you may have available during the call, including the merchant 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 claim, for example, a copy of your credit card or bank statement showing the unauthorized charge. You must respond to our request for additional evidence within 5 days or as instructed in our request, otherwise we may decline your claim. We will attempt to determine, in our sole discretion, whether your claim qualifies under our $0 liability protection program, within 30 days from when you submitted your claim, but it could take longer. If you have not yet paid for the disputed purchase when filing a claim, we will suspend your payment due date for that good while we investigate your claim. To avoid further unauthorized purchases, you and anyone else using your account may be prohibited from making purchases with Klarna during our investigation.

If we accept your claim, we will refund back the amount you were charged for the unauthorized purchase to the payment method that was used. If we do not accept your claim, 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 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 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 favor of the merchant, the merchant may reinstate the payment claim through Klarna or other means.

With your financial institutions

If you used your credit or debit card or bank deposit to purchase the disputed good through Klarna, or your credit or debit card or bank account information was used for an unauthorized purchase, you can submit a claim with (i) Klarna under this Policy or (ii) dispute the charge through your card issuing bank or depositary institution, but not both. If you submit a claim with us, and then dispute the charge with your issuing bank or depositary institution, and we receive a chargeback or other payment reversal, we will cancel your claim. If your claim 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 depositary institution according to your issuing bank’s or depositary institution’s policies.