Get a Clearpay Refund or Win a Dispute

Clearpay (formerly Afterpay) splits your purchase into instalments, but the actual goods and your refund come from the retailer. If you have returned an item, your order never arrived, or you were refunded the wrong amount, you should not be stuck paying instalments or copping late fees. Clearpay can push back your next payment while a return is processed and has a built-in dispute route for orders that do not show up. If you paid your instalments by card, your bank can also step in. You can handle all of this yourself without paying a claims firm a thing.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

Skip the writing, get your claim in 15 seconds.

We'll draft a firm, ready-to-send demand tailored to your situation. Free.

Build my claim →

Your rights

Refunds on Clearpay are processed by the retailer, and once one is, Clearpay emails you a breakdown showing the refunded amount and the adjustments to your payments, with money returned to the card you used typically within around 10 business days. If you have sent an order back, you can tell Clearpay so it pushes back your next scheduled payment by up to two weeks from the original due date while the retailer processes the return, so no late fees apply in that window. You can make this request once per order. For goods that never arrive, Clearpay's dispute process asks you to contact the merchant first and allow up to seven calendar days, after which you can raise a dispute via Orders, then Get help, choosing 'Goods not received' or 'Refund not received'. Your underlying consumer rights against the retailer under the Consumer Rights Act 2015 still apply. If you funded your Clearpay payments with a debit or credit card, you can also ask your card issuer to raise a chargeback under the card scheme rules. BNPL is being brought under full FCA regulation from 15 July 2026, after which unresolved complaints about agreements taken out on or after that date will be able to go to the Financial Ombudsman Service.

Step by step

1Contact the retailer first. For a return, get proof of postage or tracking. For an order that never arrived, give them up to seven calendar days to respond before escalating.
2Tell Clearpay you have returned the order so it can push back your next scheduled payment by up to two weeks from the original due date, which stops late fees while the retailer processes your refund. You can do this once per order.
3If the goods never arrived or your refund has not come through, go to Orders in Clearpay, select the order, tap Get help, and raise a dispute by choosing 'Goods not received' or 'Refund not received'.
4If you are still out of pocket and you paid your instalments by debit or credit card, ask your card issuer to raise a chargeback. Keep all emails and tracking as evidence, and from 15 July 2026 you will also be able to escalate a qualifying complaint to the Financial Ombudsman Service once Clearpay is FCA-regulated.

What they'll say, and your comeback

“We can't change the refund amount, that is set by the retailer.”

Comeback, That is correct, so the dispute is really with the merchant over the amount they processed. Contact the retailer to query the figure, and if they got it wrong and won't fix it, a chargeback through your card issuer can recover the difference.

“Your next instalment is still due while we wait for the return.”

Comeback, Clearpay can push back the next scheduled payment by up to two weeks from the original due date once you tell it the order has been returned, so no late fee should apply while the retailer processes the return. Please apply that to my account.

“You'll have to sort it out with the store yourself.”

Comeback, I have already contacted the retailer and allowed the seven days. As the goods were not received, I am now raising a formal dispute through Orders and Get help, which is exactly what your process is for.

FAQ

Can I stop my payments while I wait for a refund?

You can ask Clearpay to push back your next scheduled payment by up to two weeks from the original due date after you have returned an order, so late fees do not apply during that period while the retailer processes your return. You can make this request once per order.

How long does a Clearpay refund take to reach me?

Once the retailer processes the refund, Clearpay sends you a breakdown by email and the money is returned to the card you paid with, typically within about 10 business days.

Ready to get your money back?

Reclaim it now, free →

More money you might be owed

A self-serve tool, not a law firm. General information, not legal advice.