Refunds can take time to appear depending on the retailer, how the refund is processed and your bank.
Most refunds are completed within 10 working days.
How does a Zilch refund work?
How does a Zilch refund work?
A Zilch refund is processed in three stages:
The retailer processes your refund.
Zilch processes your refund.
Your bank processes your refund.
Step 1: The retailer processes your refund
To request a refund, you'll need to return your items to the retailer, either in-store or online.
For online purchases, the retailer sends the refund to Zilch. This usually takes around two days but can take up to 10 working days.
For in-store purchases, refunds are usually processed immediately at the till.
Step 2: Zilch processes your refund
Once we receive the refund from the retailer, we'll process the refund back to your original payment method.
If your purchase was made using:
Pay now, your refund will usually be returned to your linked payment method.
Pay over time, your remaining repayments may be adjusted depending on the refund amount.
For example, if you receive a £45 refund on a £100 Pay over time purchase after making your first payment, £15 will be deducted from each of your remaining three repayments.
Step 3: Your bank processes your refund
After Zilch processes your refund, your bank may take additional time to show the refund in your account.
We recommend allowing up to five working days for the refund to appear.
Working days do not include weekends or bank holidays.
How do refunds work if I paid using Pay by Bank?
How do refunds work if I paid using Pay by Bank?
If you paid any instalments using Pay by Bank, that part of your refund will be returned to the same bank account used to make the payment.
If you paid using both Pay by Bank and a linked debit card, your refund will be split between the two payment methods based on what you originally paid.
Refunds made through Pay by Bank usually arrive within 24–48 hours, although all refunds should be received within five to 10 working days.
How do partial refunds work?
How do partial refunds work?
If you receive a partial refund on a Pay now purchase, the refunded amount will be returned to your account.
For in-store returns, refunds are usually processed immediately.
For online returns, refunds usually arrive within three to five working days.
If you receive a partial refund on a Pay over 6 weeks or Pay over 3 months purchase, we'll reduce one of your remaining repayments by the refunded amount.
If the refund amount is greater than your remaining repayments, we'll refund the difference to your original payment method.
Will my repayments continue while I'm waiting for a refund?
Will my repayments continue while I'm waiting for a refund?
Yes.
Your repayment schedule will continue while your refund is being processed.
What should I do if my refund hasn't arrived?
What should I do if my refund hasn't arrived?
If the retailer has confirmed that your refund has been processed and the expected timeframe has passed, see our article about How to contact Zilch.