Understanding how returns work when you shop with Klarna is key to a smooth experience. This guide explains the Klarna return policy in simple terms, so you know exactly what to expect and how to get your money back. Whether you bought something directly from a store that uses Klarna or through the Klarna app, the process is usually straightforward, but there are important details you should know.
The most important thing to remember is that Klarna is a payment service, not the store where you bought your item. This means the return rules are ultimately set by the retailer you purchased from. Klarna handles the financial side of your return, but you need to follow the merchant’s specific return instructions first.
Let’s break down how it all works, step by step.
Klarna Return Policy
The core of the Klarna return policy is flexibility, as it adapts to the rules of thousands of different stores. When you make a return, Klarna’s system pauses or reverses your payments based on the merchant’s confirmation. Your first step is always to check the return policy on the website or receipt of the store where you shopped. This will tell you their time frame for returns (like 30 or 60 days), condition requirements for items, and how to start the return.
Once you’ve initiated a return with the store, you inform Klarna through the app. After the store receives your return and processes it, they notify Klarna. Klarna then updates your payment schedule or issues a refund. This process can take a few billing cycles, so patience is important. Never cancel your direct debit or card payment with your bank, as this can lead to fees and a negative impact on your Klarna account.
How to Return an Item Purchased with Klarna
The return process involves two main parties: you, the store, and Klarna. Here’s the typical flow.
1. Review the Store’s Policy: Before anything else, go to the store’s website and find their “Returns & Exchanges” page. Note their deadline, required condition of items, and whether they offer refunds or store credit.
2. Start the Return with the Merchant: Use the store’s online portal or contact their customer service to begin the return. They will usually provide you with a Return Merchandise Authorization (RMA) number and a prepaid shipping label or instructions on where to send the item.
3. Pack and Ship the Item: Pack the item securely in its original packaging with all tags and accessories. Include any return forms if required. Use the provided shipping method and keep your tracking number safe—this is your proof of return.
4. Notify Klarna (Often Automatic): In many cases, the store will automatically inform Klarna that a return is in progress. However, you can also manually log into your Klarna app, find the order in question, and tap “Report a return.” This gives Klarna a heads-up.
5. Wait for Store Processing: The store must receive your return and inspect it. This can take 5-10 business days after they get the package.
6. Receive Your Refund: Once the store confirms the return to Klarna, your refund is processed. The time it takes to see the money back in your account depends on your original payment method.
Understanding Refunds with Klarna
How and when you get your money back depends on how you paid. Klarna offers several payment options, and the refund path varies for each.
Pay in 30 Days or Pay in 3:
For these “pay later” options, the refund is simple. When your return is approved, Klarna will cancel the remaining scheduled payments for that order. If you had already made a payment, that amount will be refunded back to your original payment method. You should see the refund in your bank account within 3-10 business days after Klarna processes it.
Financing (6-36 month plans):
For longer-term financing, the refund will be applied to your outstanding balance with Klarna. This reduces the total amount you owe. If the refund covers your entire remaining balance, any future payments are canceled. If you’ve overpaid (meaning the refund amount is greater than what you owe), the excess will be sent back to your bank account.
Paying with the Klarna Card:
If you used the Klarna Visa card, the refund will be credited directly back to your Klarna Card balance. This increases your available credit on the card. You can then use this credit for future purchases or, in some cases, request a transfer to your linked bank account.
Common Return Scenarios and Solutions
Not every return is a standard, full-price item sent back in perfect condition. Here’s what happens in some trickier situations.
Returning Part of an Order:
If you only return some items from a larger order, the refund will be partial. Klarna will adjust your payment plan to reflect only the cost of the items you kept. For example, if you bought three items for $100 and return one worth $30, your remaining payments will be recalculated for the $70 balance.
Returning a Discounted or Promotional Item:
Stores often have specific rules for sale items. Many are “final sale,” but if returns are allowed, your refund will typically be for the sale price you actually paid, not the original price. If you used a promo code on the entire order, the discount might be proportionally split between items, affecting the refund amount for a partial return.
The Item is Faulty or Incorrect:
If you received a damaged, defective, or wrong item, contact the store immediately. Their policy usually requires you to start a return for the incorrect item. Most reputable retailers will cover the return shipping costs in these cases and often expedite the replacement or refund process. Be sure to explain the issue clearly when you contact them.
Returning Without a Receipt or Proof of Purchase:
This can be challenging. Your Klarna app is your best friend here, as it contains all your order details and proof of payment. You can show the store the order confirmation in your app. However, the store’s policy will dictate if they accept returns without a physical receipt, and they may only offer store credit at the current selling price, which could be lower than what you paid.
Tips for a Smooth Klarna Return Experience
A little preparation can prevent most headaches. Follow these tips to make sure your return goes off without a hitch.
Read the Store’s Policy Before Buying: Get in the habit of checking the return window and conditions before you click “buy.” This is especially important for final sale items, custom orders, or perishable goods.
* Use the Klarna App as Your Hub: The Klarna app is the central place to track all your orders, payments, and returns. You can start return notifications, check payment plan statuses, and contact support all in one place.
* Keep Everything: Save the original packaging, tags, and any included accessories until you are sure you’re keeping the item. Many stores will refuse a return if the item is not in its original state.
* Get a Tracking Number and Proof of Drop-Off: Always use a tracked shipping service if the store doesn’t provide a label. Keep the receipt from the post office or carrier until the return is fully processed and your refund is issued.
* Be Patient but Proactive: Allow the store their stated processing time (often 7-14 days). If it takes longer, first follow up with the store to confirm they’ve processed the return on their end. Then, if needed, you can contact Klarna support with that information.
What to Do If You Have a Problem
Sometimes, despite your best efforts, things go wrong. Here’s a clear action plan.
1. Contact the Merchant First: The vast majority of return issues stem from the store’s process. Reach out to their customer service with your order number, RMA number, and tracking details. They can confirm if the return was received and why a refund hasn’t been issued.
2. Escalate Within Klarna: If the merchant confirms they issued the refund but you haven’t seen an update in your Klarna app after 10 business days, contact Klarna. Use the in-app chat for the fastest response. Have your Klarna order number and the merchant’s confirmation ready.
3. Dispute a Charge if Necessary: As a last resort, if you believe a charge is incorrect and neither the merchant nor Klarna is resolving it, you can dispute the charge with your bank or card issuer. However, note that doing this while a return is in process can complicate things with Klarna.
Frequently Asked Questions (FAQ)
How long do Klarna returns take?
The full process usually takes 14-21 days. This includes the time for the store to receive your package, process it, notify Klarna, and for Klarna to issue the refund to your account. The money showing back in your bank can take an additional 3-5 business days.
Does Klarna charge return fees?
Klarna does not charge a fee for processing a refund. However, the store might charge a restocking or return shipping fee, depending on their policy. This fee would be deducted from your refund total, and Klarna would reflect that lower amount.
Can I exchange an item bought with Klarna?
Exchanges are handled entirely by the store. You would typically follow the store’s exchange procedure. Often, this means processing a return for the original item and then placing a new order for the different size or color. This would create a new, separate Klarna payment plan for the new order.
What if I already paid my Klarna balance before returning?
No problem. If you’ve already paid in full and then make a return, Klarna will issue a refund for the returned item’s value. The refund will be sent back to the bank account or card you used for the original payment.
Why hasn’t my Klarna payment schedule updated after a return?
Your payment schedule won’t update until the store officially confirms the return to Klarna. The physical act of you mailing the package is not enough. You need to wait for the store’s processing period to complete. Check the return status with the merchant first.
Is the Klarna return policy different in the US vs. the UK?
The core principle is the same: Klarna follows the merchant’s policy. However, consumer protection laws differ by country, which can affect mandatory return windows (like the 14-day distance selling rule in the UK). Always check the policy of the specific store’s website for your region.
Can I return items to a physical store if I bought online with Klarna?
Many retailers offer “buy online, return in store” (BORIS). You must check if the specific store you bought from allows this. If they do, you can take the item and your order confirmation (from the Klarna app) to a physical location. The store will process the return, and they should notify Klarna.
What happens if I miss a return window?
If the store’s return window has expired, they are not obligated to accept the return. In this case, you would not recieve a refund through Klarna, and you would remain responsible for the full payment plan. You can try contacting the store to see if they will make an exception, but they are not required to.
Understanding these steps and tips puts you in control. The Klarna return policy is designed to be transparent, but it relies on you taking the initial steps with the retailer. By keeping your app updated, saving your tracking information, and knowing where to look for answers, you can handle any return confidently and get back to shopping for the things you’ll love to keep.