Returns and refunds are handled by the merchant where you originally purchased your items.
Please contact the merchant where you placed your order directly to initiate any refunds. You will need to reach out to them with your merchant-specific order number. You should be able to find this information in the order confirmation email you received from the merchant when your order was placed.
If you are unable to find this information, please ensure that you are checking the correct email and also consider checking that email's spam or junk folder. More information on confirmed refunds can be found here.
FAQs
What happens after I return or cancel my order?
My goods have not arrived or have arrived damaged. What do I do?
Please contact a merchant about any issues involving the delivery or condition of your goods. You can usually find a merchant's contact information in the contact us section of their website.
I did not spend the total amount that I requested off my balance for my order. What do I do?
We will automatically adjust your payments within our standard 13 day timeline. We will always start by reducing how much you have to pay back first and then anything extra will be refunded to your card.
How do I return part of my order?
Returns will always depend on each merchant's own return policy. You can find the return policy for a merchant 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 from when we receive the funds from the merchant. The merchant will usually specify how long it takes for us to receive the funds in the email that you receive and it is 13 days from that date and not 13 days from when you receive the refund email.
What happens with my payments when a refund is processed?
Refunds are applied to your last installment payment first and then they work their way backwards to your earlier installment payments.
Full Refunds:
In the event that you return your entire order and the merchant processes a full refund for that order, 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 within 13 days from when we receive 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 us:
Zip Canada Order #987654 has an order total of $200.00. The 1st installment of $50.00 was charged upfront when the order was placed and the remaining 3 installments have not yet been paid.
Starting Payment Schedule:
| Zip Canada Order #987654 | Order Total: $200.00 | Payment Status |
| 1st Installment | $50.00 | PAID |
| 2nd Installment | $50.00 | Due in 2 weeks |
| 3rd Installment | $50.00 | Due in 4 weeks |
| 4th Installment | $50.00 | Due in 6 weeks |
Now we know that the order total is $200.00 and so far only $50.00 has been paid back.
Let's say that you contacted the merchant, they have confirmed that you are eligible for a return, and you have initiated a return for items that total $160.00 The merchant would then inform you that they have issued a refund of $160.00 back to Zip Canada for this return and that it can take x number of business days for Zip Canada to receive the funds for this return.
Normally, in the refund email from a merchant, it tells you that it can take x number of business days for the refund to be delivered to us. It can take up to 13 days from this date for us to adjust your payments.
In the following example, we adjust your payments by $160.00. We do this by cancelling the 2nd, 3rd, and 4th installment. Then we credit back $10.00 to the payment method you used for the 1st installment.
Adjusted payment schedule
| Zip Canada Order #987654 | Order Total: $200.00 | Payment Status |
| 1st Installment | $50.00 | PAID |
| 2nd Installment | $50.00 | Cancelled |
| 3rd Installment | $50.00 | Cancelled |
| 4th Installment | $50.00 | Cancelled |
I have received a refund to a cancelled card or a closed bank account. How do I receive the funds?
Refunds can only be sent back to the original card used to make the purchase. We can not refund back to a different card.
If you have a different card number, or your account is now closed or cancelled, your refund will still go back to that account. You will need to check with that bank or card issuer for details on how to retrieve your funds from them.
If your bank or card issuer needs more information about the refund, including specific date, time and amount, you can contact us and request proof of the refund confirmation here.
Why am I still being charged when I have returned the order?
Once you initiate a return, it can take a few days for the merchant to process the return and issue a refund - this is especially true when you have returned your goods by mail rather than returning them in store.
Once the merchant issues the refund, it can take a few business days for us to receive those funds. It can also take up to 13 days from when we receive those funds from the merchant for us to adjust your payments. Please note that our support team cannot speed up this refund timeline.