Zara Return Not Refunded? Get Your Money Back

Your rights

For online, mail, or phone purchases, you have a statutory right to notify a seller you are cancelling within 14 days of receiving an item. Zara's own policy allows you to cancel an order within 30 days of receiving the shipping confirmation. If you return goods within these periods, Zara is legally obliged to process your refund. For online orders, the refund must be issued within 14 days of Zara receiving the goods back, or 14 days of you providing proof you sent them back, whichever happens first. If Zara fails to issue the refund, and you paid by debit card, you can initiate a chargeback through your bank. You should do this promptly, as chargebacks typically need to be raised within 120 days. If you paid by credit card for items over £100, Section 75 of the Consumer Credit Act 1974 makes your card provider jointly liable for the refund.

Step by step

1. 1Gather all your evidence: proof of purchase (order confirmation, receipt), proof of return (tracking number, postage receipt, drop-off confirmation), and any communication with Zara.
2. 2Contact Zara's customer service directly. Provide your order number, return tracking details, and the date you sent the item back. Clearly state you have not received your refund and expect it to be processed immediately.
3. 3If Zara does not resolve the issue, escalate your complaint internally. Request to speak with a manager or submit a formal complaint. Remind them of their legal obligation under the Consumer Rights Act 2015 to refund you within the specified timeframe. Keep a detailed record of all correspondence, including dates, names, and what was discussed.
4. 4If Zara still refuses to refund you after eight weeks, or provides a final response you disagree with, contact your bank or credit card provider. Explain the situation and request a chargeback (for debit cards) or initiate a Section 75 claim (for credit cards over £100). Provide them with all the evidence you have collected.
5. 5If your bank or card provider rejects your claim, you can refer the complaint to the Financial Ombudsman Service. You usually have six months from the bank's final response to do this.

What they'll say, and your comeback

What actually happens

In practice, most Zara refunds for items costing £20-£150 are processed without issue. The first contact with customer service, armed with your tracking number and delivery confirmation, often resolves the problem. Zara aims to process returns within 72 hours of receiving them, so a polite but firm email citing this timeframe and the 14-day legal refund period is usually effective. If the refund still hasn't appeared after 14 days from Zara's processing, the next step is typically a formal complaint to Zara. If this fails, initiating a chargeback with your bank or a Section 75 claim for credit card purchases over £100 is the most common route to recovery. These claims can take several weeks, but banks are generally supportive with clear evidence. The Financial Ombudsman Service is a final escalation for unresolved banking complaints.

FAQ

More money you might be owed

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