How to get a Laybuy refund & stop payments
If you've bought something using Laybuy that you need to return, getting your money back and stopping future instalments can feel complicated. The good news is, your refund rights primarily lie with the retailer you bought from. Once they process your return, Laybuy will handle the rest.
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Build my claim →Your rights
Your right to a refund primarily stems from your agreement with the retailer, not directly with Laybuy. If the goods or services you bought are faulty, not as described, or not fit for purpose, the Consumer Rights Act 2015 gives you the right to a refund from the retailer. Once the retailer processes a refund, Laybuy is then obligated to return the money to your original payment method and cancel any remaining instalments for that specific purchase.
Step by step
- 1Contact the retailer first. Explain the issue with your purchase and request a refund. Provide any necessary evidence, such as photos of faulty goods.
- 2Ensure the retailer processes the refund through Laybuy. Confirm with them that they have initiated the refund via Laybuy's system, as this is how Laybuy is notified.
- 3Check your Laybuy account. Monitor your Laybuy account or app for confirmation of the refund and cancellation of any future payments related to that purchase.
- 4Contact Laybuy directly if issues persist. If the retailer confirms a refund but Laybuy hasn't processed it, or payments continue, contact Laybuy's customer support with proof of the retailer's refund.
What they'll say, and your comeback
“We can't refund you, you used Laybuy.”
Comeback, My contract for the goods is with you, the retailer. Laybuy is simply a payment method. You are legally obliged to process my refund under the Consumer Rights Act 2015 if the goods are faulty or not as described.
“Laybuy is responsible for the refund.”
Comeback, Laybuy's terms confirm that once you, the retailer, process the refund, Laybuy will then return the money to me. Please initiate the refund on your end, as per your obligations.
“You're outside our standard returns window.”
Comeback, My right to a refund for faulty or misdescribed goods under the Consumer Rights Act 2015 is separate from your standard returns policy. The item is [state the fault or description issue].
FAQ
Can I stop Laybuy payments without getting a refund from the retailer?
Generally, no. Laybuy payments are part of your agreement to pay for goods. To stop payments, you usually need to return the goods and get a refund from the retailer, which then cancels your Laybuy instalments.
What if Laybuy keeps taking payments after I've been refunded?
If the retailer has confirmed they processed a refund through Laybuy, and Laybuy is still taking payments, contact Laybuy immediately. Provide them with proof of the refund from the retailer. This would be an error on Laybuy's part, and they should rectify it promptly.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.