Get a Klarna Refund or Win a Dispute

Klarna lets you split or delay payment on an order, but the goods themselves still come from the retailer, and so does your right to a refund. If you have returned an item, never received it, or it arrived faulty or not as described, you should not be left paying Klarna instalments for it. Klarna has its own Buyer Protection process that can pause your payments while a problem is sorted, and if you funded the Klarna purchase with a debit or credit card you may also be able to claim back through your bank. You do all of this yourself for free.

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

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Your rights

Klarna's Buyer Protection lets you report a problem with an order. If you report a return with valid tracking, Klarna holds the affected payment for 21 days to give the store time to process it; for other reported problems, such as goods not received or an item that significantly deviates from the description, Klarna pauses the affected payments until the issue is resolved. If you have already paid in full or in part and the dispute goes your way, Klarna refunds you. Klarna's Buyer Protection claim window runs to 120 days from the purchase date. Separately, your underlying consumer rights against the retailer still apply: under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described, and faulty goods can be rejected. Klarna's Pay Later is currently treated as exempt, unregulated credit, so Section 75 of the Consumer Credit Act does not usually apply to it. However, if you paid Klarna using a debit or credit card, you can ask your card issuer to raise a chargeback under the card scheme rules. From 15 July 2026, BNPL is being brought under full FCA regulation, after which 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 and ask them to refund or replace the item. Keep proof: return tracking, screenshots, photos of any fault, and the date you contacted them.
2If the retailer stalls or refuses, open the Klarna app or website, find the purchase, and select 'Report a problem' to raise it with Klarna Buyer Protection. Do this within 120 days of the purchase. Klarna will pause the relevant payments while it investigates, holding a returned-item payment for 21 days while the store processes your return.
3If you paid your Klarna instalments with a debit or credit card and you are still out of pocket, contact your card issuer and ask them to raise a chargeback, explaining the goods were returned, not received, or faulty.
4Keep paying any unaffected instalments to avoid late fees, and hold on to all correspondence. Once BNPL is FCA-regulated from 15 July 2026 you will also be able to escalate an unresolved complaint about a qualifying agreement to the Financial Ombudsman Service for free.

What they'll say, and your comeback

“The retailer hasn't told us they received your return, so the payment stands.”

Comeback, Send Klarna your return tracking or proof of postage and report the problem in the app. Buyer Protection is designed to pause payments while exactly this kind of dispute is sorted, and a payment is held for 21 days while the store processes a return, so you should not be chased for an item you have evidence you sent back.

“You need to take this up with the store, not us.”

Comeback, I have already contacted the retailer and the issue is unresolved, which is precisely when Klarna's Buyer Protection applies. Please log my report and pause the disputed payments while it is investigated.

“Section 75 doesn't apply to Klarna, so there's nothing we can do.”

Comeback, I am not relying on Section 75. I am using Klarna's own Buyer Protection process and my consumer rights against the retailer, and if needed a chargeback through the card I used to pay Klarna.

FAQ

Do my payments stop while Klarna looks into it?

Yes. Once you report a problem through Buyer Protection, Klarna pauses the affected payments while the dispute is being resolved, and holds a returned-item payment for 21 days while the store processes your return, so you should not be chased for the disputed amount in the meantime.

Can I get my money back if I already paid Klarna in full?

Yes. If you have paid fully or partly and the dispute is decided in your favour, Klarna refunds you. If you paid Klarna by card, a chargeback through your bank is an additional route to recover the money.

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