I have had my order refunded, why is the money still not in my account?

If your order has been refunded but the money isn’t back in your account yet, it may still be processing with your bank. Refunds can take up to 3–5 business days to appear, depending on your bank. If it’s been more than 7 business days since you received a refund confirmation email from Zip, please let us know.

If you haven’t received a confirmation email from us, this usually means the merchant hasn’t processed the refund yet. In that case, you’ll need to contact them directly, as we’re unable to process merchant refunds on your behalf.

Please note:

If the refund amount is less than the remaining instalments on your order, it will be applied to your future payments. This means your upcoming scheduled instalments will be reduced. Refunds are applied starting from the last instalment and move backwards.

• Order Paid, Full & Partial Refunds - If you’ve paid your order in full and return it (fully or partially), any refunded instalments will be returned to the card(s) you originally paid with.
• Order in Progress, Full Refund - If you still have upcoming payments and return the order in full:

  • Any future payments will be cancelled

  • Any instalments already paid will be refunded to your original payment method

• Order in Progress, Partial Refund - This is where it gets a little more complicated. Take a look at the below example:

Payment schedule when the order was placed

• The order total was $100 and a refund of $80 was processed.
• At the time of the refund, the first payment (of $25) had been paid, however, the second, third & fourth were not yet due.

Payment schedule after the refund was processed

• Because the first instalment was adjusted to $20 and you had already paid $25, the $5 difference was refunded to the card used for that payment.

RFeel free to contact our team if you have further questions about a refund.