For the majority of stores on Zilch, we can process refunds usually within 14 business days.
In this article, you will find everything you need to know about refunds:
- Types of refunds
- Why am I still being charged when I have returned my order?
- What should I do if my goods haven't arrived or have arrived damaged?
- What if I want to return part of my order?
Types of Refunds
Full Refund: If you’ve returned your entire order and the full order has been refunded including delivery, all future payments will be cancelled and any payments made will be refunded.
Partial Refunds: If you’ve returned some items in your order and received a refund, we’ll apply this to your installments to reduce bi-weekly installments. If your partial refund is larger than your ‘Left To Pay’ balance, then we’ll refund you the difference.
Why am I still being charged when I have returned my order?
After returning your order, it may take several days for the merchant to accept the return and process a refund. Until Zilch receives the refund from our merchant, your original payment schedule with Zilch will continue.
If you’re expecting a refund but have an installment due soon, please continue to make this payment and once we receive your refund, we will apply the refund to your purchase or adjust your installments accordingly.
What should I do if my goods haven't arrived or have arrived damaged?
For any issues regarding the delivery of your order or its condition, simply get in touch with the merchant you ordered from. Head over to the merchant’s website and app (if available) to find their contact details to raise your issues with them directly.
What if I want to return part of my order?
To return part of your order, go to the merchant’s website and check their return policy. It’s best to contact the merchant directly. Once you’ve made a return, the merchant will process your refund. Once Zilch receives your refund, we will contact you via email and reflect the refunded amount on the payment details screen of your purchase. Refunds will take about 3-5 working days to reflect on your bank account depending on your banking provider.
