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I haven't received my refund yet. What do I do?
I haven't received my refund yet. What do I do?

What happens if you haven't received your refund?

Alex avatar
Written by Alex
Updated over a week ago

If you have not already done so, you can pause your payments while you return your item. This can be done on your account within the Laybuy app, just head to the Order and select Report Return.

What happens if you report your return via your account?

Your payments will be paused for 3 weeks and we won't charge you any further late fees while your payments are paused.

All refunds are processed by the retailer you have purchased from. Please contact the retailer in the first instance to check on the status of the refund. You must notify the retailer that you are returning your purchase. Once the retailer has processed the refund it will show on your Laybuy account straight away. Please allow up to 3-5 business days for any refund to your credit or debit card to show on your card's statement.

If you have only returned part of your order and still have future payments to make, the amount of the refund will be deducted from your remaining instalments. When this happens, the amount of the refund reduces your last payments first.

If you still have not received your refund, please contact us with the following information, so that our team can start an investigation:

  • Confirmation of the Laybuy order number (you can find this on your Laybuy account).

  • Expected refund amount (e.g., the amount of the returned/refunded item/s).

  • Confirmation from the retailer of your return or refund.

  • Any communication sent to or received from the retailer regarding your order or refund.

Important: Please send through the above information so that we can get your refund back to you as quickly as possible

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