Returns and cancellations are managed directly between you and the retailer. If you’d like to return or cancel a purchase, or check the status of a refund, please contact the merchant first.
The type of return and refund available will depend on the retailer’s returns policy. You can find this on their website or by contacting them directly.
If a refund or cancellation is approved under the retailer’s terms and conditions, they can process the refund to your Zip order. Once received, it will automatically update your payment plan.
Please allow up to 5 business days for a refund to a credit or debit card to appear on your statement.
If you’ve returned part of your order and still have future instalments due, the refund will be applied to your remaining payments. It reduces your final instalment first.
More information on how refunds are applied to your Zip order here.
If you haven’t received your refund, or are having difficulty getting a response from the merchant, please submit a request and include:
Your Zip order number (found in your Zip account)
The expected refund amount (for example, the value of the returned item(s))
Any confirmation from the retailer that the return or refund has been processed
Any communication sent to or received from the retailer about your order or refund
Send this through and we’ll follow up with the merchant to help get this resolved as quickly as possible.