How to get a refund for a Clearpay purchase
Purchased something using Clearpay and need a refund? The process can seem tricky because Clearpay is a third-party payment service, but your consumer rights are still fully protected. This guide will walk you through getting your money back.
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Your rights
Your primary right to a refund for faulty goods, services not provided, or misdescribed items purchased using Clearpay lies with the retailer, under the Consumer Rights Act 2015. This Act ensures goods must be of satisfactory quality, fit for purpose, and as described. Once the retailer processes a refund to Clearpay, Clearpay will then adjust your payment schedule or return any payments you've already made to them. Under the Consumer Rights Act 2015, a refund must be given without undue delay and in any event within 14 days from the day the trader agrees you are entitled to a refund. The trader must use the same means of payment unless you agree otherwise.
Step by step
- 1Contact the retailer directly: Initiate the return or refund process with the merchant where you made the original purchase, following their return policy. Clearpay states that refunds for returned goods must be arranged with the retailer first, in line with their terms, policies, or consumer law rights.
- 2Notify Clearpay to pause payments: If you are returning goods, you can notify Clearpay of a full or partial return. They can pause your payments for up to 2 weeks to allow the retailer time to process the return.
- 3Ensure the retailer processes the refund to Clearpay: Confirm with the retailer that they are issuing the refund back to Clearpay, not attempting to refund you directly. Under the Consumer Rights Act 2015, the retailer must process the refund without undue delay and within 14 days from the day they agree you are entitled to it.
- 4Monitor your Clearpay account: Once Clearpay receives the funds from the retailer, they will update your payment schedule or refund any payments you've already made. A processed refund can take up to 10 business days to reach your card, depending on your financial institution. If goods are returned 120 days or more after purchase, Clearpay will not be involved in the refund process, and you must contact the retailer directly for your refund.
- 5Escalate if necessary: If the retailer refuses a valid refund, remind them of your rights under the Consumer Rights Act 2015. If Clearpay is the issue, you can complain by phone on +44 20 4572 0628 or by post to Clearpay, Complaints Department, 4th Floor, 101 New Cavendish Street, London W1W 6XH. If your complaint is not resolved within 8 weeks, or you are unhappy with the outcome, you can refer it to the Financial Ombudsman Service (FOS) on 0800 023 4567 or via their online contact form.
What they'll say, and your comeback
“We can't refund Clearpay directly, you need to contact them.”
Comeback, My contract for the goods is with you, the retailer. You must process the refund to the original payment method, which is Clearpay, without undue delay and within 14 days. They will then adjust my account.
“Your return is outside our standard return window.”
Comeback, If the item is faulty, not as described, or not fit for purpose, my statutory rights under the Consumer Rights Act 2015 apply, regardless of your store's return policy.
“We've issued a store credit instead of a refund.”
Comeback, Under the Consumer Rights Act 2015, if the goods are faulty or not as described, I am entitled to a full refund to my original payment method, not store credit. This refund must be processed within 14 days.
What actually happens
In practice, getting a Clearpay refund usually starts with the retailer. They have 14 days to process your refund once agreed. Clearpay then takes up to 10 business days to return funds to your card. Most refunds are resolved at the retailer stage, with Clearpay adjusting your payment plan. If goods are returned 120 days or more after purchase, Clearpay won't be involved, so you deal directly with the retailer. For Clearpay-specific issues, their complaints department or the Financial Ombudsman Service are the next steps. Typical amounts vary, but the process remains consistent.
FAQ
What happens to my Clearpay payments if I get a refund?
Once the retailer processes the refund to Clearpay, Clearpay will adjust your payment schedule. If the refund amount covers your outstanding balance, your remaining payments will be cancelled. If you've already paid more than the refund amount, Clearpay will refund the difference to your original payment method. This processed refund can take up to 10 business days to reach your card, depending on your financial institution.
Can I get a partial refund with Clearpay?
Yes, if the retailer issues a partial refund, Clearpay will adjust your remaining payment instalments accordingly. The refund amount is taken off the last payment first, then subsequent payments. Your payment plan will be recalculated to reflect the new, lower outstanding balance.
What if I return goods 120 days or more after purchase?
If goods are returned 120 days or more after purchase, Clearpay will not be involved in the refund process. In this situation, you must contact the retailer directly to arrange your refund.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-28.