What is Klarna's Buyer Protection Policy?

Introduction

In the unlikely event that there is a problem with your purchase of physical goods purchased using one of Klarna’s payment methods, Klarna’s Buyer Protection Policy (“Policy”) outlines Klarna’s commitment to supporting you when initiating a dispute with Trionic. Trionic shall be responsible for investigating and resolving your dispute and where required, Klarna will assist with achieving a resolution. Where your dispute is found in your favour by the retailer and they notify us of this resolution, you shall not be expected to pay – or if you already paid, that you get your money back. The aim of this Policy is to reassure you that you can shop safely and securely at any of our partnered retailers. If you believe you are a victim of fraud, or your goods are not delivered, or if there is something wrong with your goods, we will ensure that you have more time to pay whilst you resolve your dispute with the retailer. When you shop with Klarna, you can trust that we process your personal data at the highest security level (read more in the “Privacy policy”).

If you believe you are a victim of fraud

Klarna works continuously to prevent, identify and mitigate fraudulent activity so that you feel safe and secure when making purchases using our payment options. It is important that you contact us as soon as possible should you suspect that you have been a victim of fraud. You can contact us by chat or by phone at 0203 005 0837 to report suspicious or fraudulent activity.

Klarna’s Fraud Protection Promise can be found here.

If you don’t receive the goods you bought

If you choose to pay with one of Klarna’s payment options and the delivery of your purchase is delayed, please do the following:

1. Make sure you have waited long enough to receive your purchase. The retailer will have notified you how long delivery of the goods will take. Sometimes deliveries can be delayed and can take a little longer than expected.
2. Double-check that you haven’t missed a postal or email delivery notice.
3. If you have been notified by Klarna that your purchase has been shipped but you have not received it, you can raise a dispute with Klarna.
4. Log in to the Klarna app (or web portal) and locate the purchase you would like to dispute. Select ‘Report a problem’ from the options provided.
5. Select the ‘I did not get my delivery’ option and provide the additional details requested. Then submit your dispute.
6. Klarna will pause your due date whilst you find a solution with the retailer.
7. Contact the retailer (from whom you purchased your goods) to assist you in locating the delivery of your purchase.
8. Once your dispute is resolved, be sure to come back and close it in the Klarna app (or web portal).
9. If it takes a long time to find a solution with the retailer, don’t worry, Klarna will contact you by email to assist you further. We won’t ask you to pay while your dispute is investigated further. If our investigations show that the goods have not been delivered, you will not be expected to pay the purchase amount – unless one of the exceptions applies (please see below).

What should you do if you have already paid or partly paid?

If you have already paid for a purchase that you didn’t receive, please contact the retailer directly to help locate your purchase and resolve your dispute.

If you have partly paid and have an outstanding balance, you may follow steps 4–5 listed above to pause your due date whilst you and the retailer investigate your dispute.

If the retailer resolves the dispute in your favour, the retailer shall instruct Klarna of the outcome and update your purchase status to reflect this.

Any amount you have paid towards your purchase will be refunded back to the same funding source you used to pay and any outstanding balance shall be updated to reflect the retailer outcome instructed to Klarna.

Exceptions

You must make it possible for your purchase to be delivered to you in order to be entitled to a refund in situations where your goods have not been delivered. If you don’t pick up your purchase after you’ve received a delivery notice, you are responsible for the cost of returning your purchase to the retailer.

Please also keep in mind that if you want to use your cancellation right (as further described below), you have to inform the retailer. If you don’t give notice, the retailer can refuse to accept your cancellation request.

If the goods are defective or not what you purchased

When you choose to pay with one of Klarna’s payment options, you can examine your purchase at home and check that everything is in order before you pay in full. If the item you received is defective, damaged or incomplete at the time of delivery, or does not match the retailer’s description of the product at the time of purchase, please do the following to raise a dispute:

1. Log in to the Klarna app (or web portal) and locate the purchase you would like to dispute. Select ‘Report a problem’ from the options provided.
2. Select the ‘Something is wrong with the product’ option and provide the additional details requested. Then submit your dispute.
3. Klarna will pause your due date whilst you find a solution with the retailer.
4. Contact the retailer from which you purchased your goods to assist you in resolving the issue with your purchase.
5. Once your dispute is resolved, be sure to come back and close it in the Klarna app (or web portal).
6. If it takes a long time to reach an understanding or to find a solution with the retailer, don’t worry, Klarna will contact you by email to assist you further. We won’t ask you to pay while your dispute is investigated further. If further investigations show that the goods are faulty or not as described, you will not be expected to pay the purchase amount.

If the dispute is resolved in your favour Klarna shall not expect you to pay for this purchase.

If the dispute is not resolved in your favour, you shall be expected to pay for your purchase. If you are unhappy with the resolution, Klarna recommends seeking free, confidential and impartial advice from organisations such as Citizens Advice or the Money Advice Service and searching for ‘Consumer rights’. You may also be able to refer your matter to the Financial Ombudsman Service in certain circumstances.

What should you do if you have already paid?

If you have already paid for a purchase that you believe to not be as described, defective or incomplete, please contact the retailer directly to help resolve your dispute.

If you have partly paid and have an outstanding balance, you may follow steps 1–2 listed above to pause your due date whilst you and the retailer investigate your dispute.

If the retailer resolves the dispute in your favour, the retailer shall instruct Klarna of the outcome and update your purchase status to reflect this.

Any amount you have paid towards your purchase will be refunded back to the same funding source you used to pay and any outstanding balance shall be updated to reflect the retailer outcome instructed to Klarna.

Please also note that this Policy does not apply if the goods you receive are accurately described by the retailer but do not meet your expectations.

Do you want to cancel your purchase?

You may have the right to cancel your online purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCRs”). Your right to cancel a purchase for goods starts at the moment you place your order and ends 14 days from the day you receive your goods. You then have a further 14 days to actually send the goods back to the retailer. Please keep in mind, however, that there are some circumstances where the Consumer Contracts Regulations will not give you the right to cancel. Exceptions include perishable items, goods with a seal for hygiene reasons and tailor-made and personalised items.

Your cancellation rights are statutory and cannot be excluded by contract by the retailer. The retailer also has an obligation to inform you about your cancellation rights.

Where you have the legal right to cancel your order within the 14-day period outlined above, Klarna will refund you the amount you paid for your purchase of goods and the delivery costs. However, we may make a deduction from refundable delivery costs if you chose to have the goods delivered with a more expensive method than standard delivery. We will also deduct shipping costs for the return depending on your agreement with the retailer. Please also note that if the value of the goods has been reduced as a result of you handling the goods more than necessary (more than you would do in a shop), we may also deduct a sum corresponding to the reduction in value.

Claims submitted to your retailer or financial institutions

Submitted to your retailer

This Policy outlines Klarna’s own procedures with respect to issues relating to goods not received or goods that are materially different goods as described by the retailer.

Should you and the retailer reach an agreement concerning a payment claim, or should your dispute with the retailer be adjudicated in a different forum (for example, through arbitration or a court), and the dispute is found in favour of the retailer, they may reinstate the payment claim through Klarna or other means.

Please be aware that there may be certain situations where a retailer may have the right to bring a claim for payment against you without the involvement of Klarna.

With your financial institutions

If you have incurred additional charges levied by your card issuing bank, such as a cash advance fee or overdraft fee, as a result of using one of Klarna's payment options please contact your card issuing bank to resolve your dispute. Klarna are not responsible for these types of surcharges and as such shall not be covered by this policy.

If you used your credit, debit card or direct debit to settle a purchase made using one of Klarna’s payment options and you wish to raise a dispute you can submit a claim with (i) Klarna under this Policy or (ii) dispute the charge through your card/account issuing bank, but not both. If you submit a dispute with us and then dispute the charge with your issuing bank, and we receive a chargeback or other payment reversal, we will cancel your dispute. If your dispute through us is not upheld in your favour, or you otherwise do not obtain a refund from us, you can still dispute the purchase with your issuing bank according to your issuing bank’s policies.

If you have already paid when filing a dispute, and your dispute is resolved in your favour, we will refund you back the amount you paid for your purchase.