• Goods not received /damaged goods

    If you are waiting for delivery of goods and it is taking longer than you expected or you have received your order with items missing/ damaged you need to get in touch with the store directly.

    Afterpay is not able to amend, adjust or change an order once it is approved - this must be handled directly with the store.  Have a look on the merchants website for details of contact information, alternatively contact information is provided to you in your order summary from Afterpay.  

    Please allow up to 48hrs for the store to respond to your enquiry.

  • Why am I still being charged when I have returned the goods?

    Before we can update your payment schedule, we need the retailer to receive your goods and notify us that the refund has been accepted.

    We work closely with all of our merchants to ensure that this happens as quickly as possible. If you are charged any amounts by Afterpay for a purchase that the retailer has agreed to refund, we will refund you the amount as soon as we are notified by the retailer. To find out the status of your return, please contact the retailer as decisions about returns are up to them.

    Once the refund is processed by the merchant - it automatically drops through to us and your Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backwards. It is all systems generated so nothing we can do to speed things up (sorry)

    If you need help resolving a returns dispute let us know

  • What if I want to return part of my order?

    Please contact the merchant that you bought the goods from or visit their website for details of their returns policy.

    We appreciate it can be confusing the first time you return items through Afterpay as you may expect your entire payment schedule to be readjusted to reflect the new order value.

    Once the refund is processed by the merchant - it automatically drops through to us and your Afterpay payment plan is adjusted to reflect the new total order value starting with the last payment and working backwards.

    We have no ability to spread the new total value of your order into 4 new payments. Therefore you may find that your payments, the ones that are the furthest way from today, have been reduced to zero and your closest payments remain at the original value. Whilst this may not be your desired state it is the way our product works right now.

    We are continually reviewing our product and will take your feedback / ideas into consideration.

    If you are having issues with a refund please let us know

  • What if I want to return my entire purchase?

    Returns are subject to the retailer’s returns policy and all goods should be returned as usual. You should contact the retailer that provided you the goods to arrange the return and ensure the goods are sent back in a saleable condition. 

    For details of the Merchants returns policy please visit the stores website or find their contact details on your order confirmation email from Afterpay.

    When the retailer receives the goods and accepts the return, Afterpay will be notified by them and all future payments for that order will be cancelled. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order. Once notified by the retailer, we will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.

    Please note, you will be liable for all payment amounts until Afterpay receives confirmation from the retailer that a return has been accepted.