How to Get a Refund from Klarna

Getting a refund when you've paid with Klarna can sometimes feel complicated, but it follows a clear process. Your primary right to a refund comes from the retailer, with Klarna acting as the payment facilitator. This guide will walk you through the steps to ensure your refund is processed correctly.

Published by Reclaim, run by Corey Musa, Founder·Facts and sources checked 2026-09-24·LinkedIn·Built by COM Computing

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Your rights

Your right to a refund for goods or services primarily originates with the retailer under the Consumer Rights Act 2015 for faulty items, or their stated returns policy for unwanted goods. Once the retailer processes and confirms your refund, Klarna is then responsible for adjusting your payment plan or returning the funds to you. If you have issues with delivery or damaged goods, you can use Klarna's 'Report a problem' feature in the app or web portal to pause payments while Klarna investigates. If the retailer delays your refund, you can use 'Report a return' with tracking evidence. If Klarna fails to process a confirmed refund from the retailer, you can escalate this as a complaint against Klarna.

Step by step

1**Initiate the return with the retailer:** Always start by returning the item or cancelling the service directly with the retailer, following their specific returns policy.
2**Notify Klarna of the return or problem:** Once you've initiated the return with the retailer, or if you have a delivery or damaged goods issue, log into your Klarna app or account. Use 'Report a return' if the store has received your item but not refunded you, providing tracking evidence. Use 'Report a problem' for delivery or damaged goods. This will pause your payment plan, preventing new payments from being due while the issue is processed.
3**Monitor the refund status:** Keep an eye on your Klarna account for updates. Once the retailer confirms the refund to Klarna, your payment plan will be adjusted, or the money will be returned to your original payment method.
4**Follow up if delayed:** If the refund takes longer than expected, contact Klarna's customer service on 0808 189 3333, available Monday to Sunday, 9 am to 6 pm. Be ready to provide proof of your return to the retailer and any communication you've had with them.
5**Escalate to a formal complaint:** If Klarna does not resolve your issue, you can make a formal complaint. Klarna aims to send a final response within 4 weeks, and within 8 weeks at the latest for standard complaints. If you are dissatisfied with the final response, or 8 weeks pass without one, you can refer your complaint to the Financial Ombudsman Service (FOS). For Pay Later or Pay in 3 purchases made on or after 15 July 2026, FOS can be contacted by phone on 0800 023 4567, email at complaint.info@financial-ombudsman.org.uk, or post to Exchange Tower, London E14 9SR. You must refer your complaint to FOS within 6 months of Klarna's final response.

What they'll say, and your comeback

“The retailer hasn't confirmed the refund to us yet.”

Comeback, I have proof of my return to the retailer on [date] and their confirmation that the refund was processed on [date]. Please check your systems again or advise what further action you require from me.

“Refunds can take up to 14 days to process.”

Comeback, I understand the standard timeframe, but it has now been [number] days since the retailer confirmed the refund. Can you provide a specific update on the status of my payment adjustment?

What actually happens

Typical refund amounts vary widely, from small purchases to hundreds of pounds, depending on the item. Most refunds are resolved quickly, often within 10-14 days after the retailer confirms the return to Klarna. The money typically returns to your original payment method or your Klarna payment plan is adjusted at this stage. If there is a delay, contacting Klarna's customer service on 0808 189 3333 is usually the next effective step. Formal complaints and escalation to the Financial Ombudsman Service are less common, reserved for situations where Klarna itself has failed to act on a confirmed refund or handle a complaint within its 8-week timeframe.

FAQ

What happens to my Klarna payments while I'm waiting for a refund?

When you report a return or a problem in the Klarna app, your payment plan for that purchase is paused. This means you won't be charged for upcoming instalments while the refund or issue is being processed by the retailer and Klarna.

What if the retailer refuses my refund?

If the retailer refuses a rightful refund, your dispute is primarily with them. You should pursue the matter with the retailer based on your consumer rights, for example, the Consumer Rights Act 2015 for faulty goods. If you paid with a credit card via Klarna, Section 75 of the Consumer Credit Act may offer protection.

When can I escalate a complaint about Klarna to the Financial Ombudsman Service?

You can refer your complaint to the Financial Ombudsman Service (FOS) if Klarna has not resolved it within 8 weeks, or if you are unhappy with Klarna's final response. This applies to Pay Later or Pay in 3 purchases made on or after 15 July 2026. You must contact FOS within 6 months of Klarna's final response.

How long does Klarna have to respond to my complaint?

Klarna aims to send a final response to standard complaints within 4 weeks, and within 8 weeks at the latest. For complaints about exempt regulated payment services, Klarna aims for a final response within 15 business days, or 35 business days if more time is needed.

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Sources

A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-24.