How do returns, refunds, and partial refunds work?

How to Start a Return or Refund

Returns and refunds are handled by the merchant from whom you originally purchased your items, not by Zip. Please contact the store or retailer directly to start the refund process.

When you contact them, make sure to have your original order number handy. You can usually find this in the confirmation email you received when you placed the order, or you can check under your order details in your Zip account

Please be aware: Purchases made through Zip are subject to a finance charge per installment.

My goods have not arrived or have arrived damaged

Please contact the merchant directly about any issues involving the delivery or condition of your goods. You can usually find the merchant's contact information in the “contact us” section of their website.

The amount I requested was larger than the purchase total, and my current balance has not been updated to reflect the true amount

We will automatically adjust your payments within our standard 13-day timeline. We will always start by crediting the refund amount against your current installment plan, and then any remaining balance will be refunded to your card on file.

For example, if you request $300 but the total purchase amount is only $200, the difference of $100 will be credited toward your order within 13 days and your balance will be updated to reflect this.

For more information on this, visit this article.

I want to return part of my order

Returns will always depend on the merchant's specific return policy, which you can generally find on their website. If you return an order and the merchant processes a refund to us, we will automatically adjust your payment schedule within 13 days of receiving the funds from the merchant.

I want to know what happens with my payments when a refund is processed

Refunds are applied to your fourth and final installment payment first, then to your third, and so on until the full refund amount has been credited/issued back to you.

Full Refunds

In the event that you return your entire order and the merchant processes a full refund, your outstanding installment payments will be cancelled, and any installment payments that you have made to date will be refunded to the payment method that was used for the order. This will happen within 13 days of us receiving the funds from the merchant (not 13 days from when you receive a refund email).

Partial Refunds

Please see an example of how partial refunds work with Zip:

The order total for Zip Order #987654 is $200.00. The first installment of $50.00 was charged upfront when the order was placed, and the remaining three installments have not yet been paid.

Starting Payment Schedule:

Now let's say that you contacted the merchant and they have confirmed that you are eligible for a partial refund. You then initiate a return for the items totaling $160.00. In this scenario, Zip would cancel the remaining installments and credit $10 back to your original payment method

Adjusted payment schedule

I have received a refund to a cancelled card or a closed bank account?

In some cases, you may have cancelled or closed your card at some point after you placed your order with us. If this is the case, we ask that you reach out to your bank or card issuer to confirm that these funds are properly paid out to you.

If your bank or card issuer needs more information about the refund, such as the specific transaction date, time, and amount, you can reach out to us and request confirmation.

I am still being charged when I have returned the goods

Once you initiate a return, it can take a few days for the merchant to process the return and issue your refund. This is especially true when you have returned your goods by mail rather than returning them in store. So be patient! Those funds are coming your way soon.

Once the merchant issues the refund, it can take a few business days for us to receive those funds. Once we’ve received the funds, it can take up to 13 days for us to adjust your payment plan. Please note that our support team cannot speed up this refund timeline.