How to Get a Refund for a Zilch Purchase
If you've bought something using Zilch and need to return it, getting your money back involves a few steps. While Zilch processes the payment, your refund journey starts with the retailer. Don't worry, it's a straightforward process once you know what to do.
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Build my claim →Your rights
Your primary rights for a refund on goods or services are against the retailer under the UK Consumer Rights Act 2015, which states items must be of satisfactory quality, fit for purpose, and as described. Once the retailer agrees to a refund, they will process it back to Zilch. Zilch's terms of service then obligate them to process this refund back to your original payment method or adjust your outstanding instalments. If Zilch fails to pass on a refund they have received, they are in breach of their service agreement. In extreme cases, if both the retailer and Zilch fail to resolve the issue, you may be able to initiate a chargeback through the debit or credit card linked to your Zilch account, as Zilch uses a virtual Mastercard for transactions.
Step by step
- 1Initiate the return with the retailer you purchased from, following their specific returns policy. Ensure you get proof of return and confirmation that the refund has been processed.
- 2Confirm with the retailer that the refund has been sent back to Zilch. Ask for a transaction ID or reference number if possible.
- 3Monitor your Zilch account and the original payment method (bank account or card) linked to Zilch. Refunds typically take 5-10 business days to appear after the retailer processes them.
- 4If the refund doesn't appear within the expected timeframe, contact Zilch customer support directly. Provide them with details of the purchase, the retailer, and any proof of refund from the retailer.
What they'll say, and your comeback
“We haven't received the refund from the retailer yet.”
Comeback, I have confirmation from the retailer, [Retailer Name], that the refund for order [Order Number] was processed on [Date] to Zilch. Please investigate this with your payment processing team immediately.
“You need to contact the retailer directly for your refund.”
Comeback, I have already contacted the retailer, and they confirmed the refund was successfully processed to Zilch. My payment contract is with Zilch, and I expect you to facilitate the return of my funds as per your terms of service.
FAQ
How long does a Zilch refund take to process?
Once the retailer processes the refund, it usually takes Zilch 5-10 business days to reflect it in your account and return the funds to your original payment method. Weekends and bank holidays can extend this timeframe.
What happens if I've already paid some Zilch instalments?
If you've already paid instalments, Zilch will refund any overpaid amounts to your original payment method and cancel any remaining future instalments for that purchase.
Ready to get your money back?
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.