Refunds may take several business days to process once they are received by our system. If you have not received notification of your refund (or have not received the refund) within a week or so, please Contact Us and we can look into the matter further for you.
You can view the status of your orders by signing in to your Zip Canada customer portal, tapping orders, and viewing open orders or your order history- once the refund is received by our system it will be shown there.
Total Refunds
In the case of a total refund, as soon as we are notified of the return, you are refunded the amount you've paid to date and Zip Canada cancels all future payments.
Remember, if you have only made one instalment payment, we can only refund what you have paid, not the entire amount of the original purchase.
Example:
Jane makes a $200 purchase and has already paid her first $50 instalment at the time of purchase. The merchant ships her item, but it is the wrong size. She returns the item to the merchant and is expecting a full refund.
After the merchant approves the return of the item, she receives a refund of $50. She does not receive $200 because she has only made one $50 instalment payment. The remainder of her instalment payments have been canceled.
Partial Refunds
If the refund is partial (for example, you’ve only returned part of an order) we will start adjusting the refund amount from your last instalment and reduce the amount of your last instalment, and if the refund amount is greater than the last instalment, then it will be adjusted from the third instalment - and so on.
Example:
You make a $100 purchase that is divided into four equal instalments of $25 each, with the first payment due at the time you place your order.
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First installment: $25 - Paid at time of purchase.
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Second installment: $25 (unpaid)
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Third installment: $25 (unpaid)
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Fourth installment: $25 (unpaid)
The merchant refunds $50 on your purchase. The refund amount is first adjusted to the last (fourth) instalment, and then to the next-to-last (third) instalment, and so on, until the entire refund amount has been adjusted.
- $25- Paid at time of purchase.
- $25 - Still due
- $25 - Covered with the refund.
- $25 - Covered with the refund.
Your second instalment remains outstanding and is still due on the due date.
If your refund amount is greater than the total amount of your unpaid future instalments, then we will refund the balance amount to your original payment method directly.