Afterpay

refund policy – how to claim your money back

Refunds with Afterpay depend on one key factor: merchant approval. Afterpay doesn't approve or decline refunds, they simply process what the retailer confirms. So:

• Follow the store’s return policy and get confirmation from them first.
  
  
• Afterpay can handle full or partial refunds, adjusting your instalments accordingly.
  
  
• Your statutory rights under Australian Consumer Law still apply, using Afterpay doesn’t change them.
  
  
• Refunds are only valid if the merchant processes them within 120 days of purchase.
  
  
• You must keep paying instalments until Afterpay is notified. Late fees apply if payments are missed, even while waiting for a return.
  
  

💡 Note: Items marked final sale, gift cards, or change-of-mind returns are only refunded if the store allows it.

Here’s how to get your refund sorted:

1. Start with the Store: Contact the retailer and follow their standard return process. Get tracking or confirmation emails.
   
   
2. Log Return in the App: In the Afterpay app, go to My Orders, find the item, and tap “Log Return” to pause future payments.
   
   
3. Merchant Approves Refund: The store confirms the return with Afterpay.
   
   
4. Afterpay Adjusts Payments: Afterpay cancels remaining instalments and refunds any overpaid amount.
   
   
5. Funds Returned to Your Card: Expect the refund on your original payment method. The timeline starts from when the store processes it.
   
   

💡 Need help? Contact Afterpay via the app or help site.

After the merchant confirms your return:

• Refunds can take up to 10 business days to show on your card.
  
  
• Delays often stem from merchant processing time, not Afterpay.
  
  
• If you used multiple cards, refunds are split (each card gets its share).
  
  
• If your card is expired, the bank may hold the refund. Contact them to retrieve it.
  
  

💡 Tip: If 10+ business days pass with no refund, confirm the merchant actually sent it. Then contact Afterpay or your bank with your proof.

• Card Refunds: Money goes back to the original card(s) used for payments.
  
  
• Instalment Cancellations: Unpaid instalments are simply cancelled, no need for manual refunds.
  
  
• Partial Refunds: Adjust your plan by cancelling some payments and returning the rest as a card credit.
  
  
• Fees Not Refunded: Afterpay does not refund any late fees or admin fees already paid.
  
  

💡 Your card must be active. If it’s closed, contact your bank to locate unassigned refunds.

The most frequent hiccups include:

• Unpaused Payments: Refunds weren’t logged in-app or the store didn’t inform Afterpay, therefore instalments continue.
  
  
• Split Refund Confusion: Refunds land on multiple cards, confusing users. Check all card accounts used in the order.
  
  
• Retailer Delays: Afterpay won’t act until the store confirms. Always get email proof or tracking details.
  
  
• Refund Disputes: Sometimes Afterpay and the merchant mismatch amounts. Monitor the refund status in your app and follow up with both sides if needed.
  
  

💡 Avoid issues by acting fast, logging returns in-app, and documenting everything.