My refund hasn't arrived
How long your refund takes will depend on the merchant. In some cases, it can take up to 14 days from the day the merchant has processed your refund.
If you've been waiting more than 14 days please check with the merchant that they definitely sent the money. If the merchant confirms they've sent the money, it has been 14 days, and your refund still hasn't arrived then please let us know at firstname.lastname@example.org so we can investigate.
When you get in touch we'll ask you for some proof that you made the payment, so please make sure you have this before you contact us. Some examples of proof include:
- a picture of the original receipt
- proof you spoke to the merchant about a refund (like an email you've sent them)
- a cancellation order
Note: if you needed to send an item back, the 14 days will only begin once they've received the item.
I want to cancel a transaction
Unfortunately, due to the way payment systems work, we can't cancel a payment once it has taken place. If you want to stop or get a refund for a transaction that's just happened, it's best to speak to the merchant directly. The refund sent by the merchant should be in your account in a few days, but can sometimes take up to two weeks.