Still waiting on a

Zip

refund?

Refunds with Zip (Zip Pay / Zip Money) apply to eligible purchases:

• Covered → Tangible goods not received, or significantly not as described. Must be paid in full with Zip at checkout.
  
  
• Excluded → Digital goods, gift cards, travel, custom-made items, bill payments, or when merchant provides valid proof of delivery.
  
  
• Account Standing → Your account must be in good order. Excessive disputes or chargeback misuse can disqualify you from Buyer Protection.
  

1. Contact the retailer first → Follow their normal return/refund process.
   
   
2. Merchant issues refund → Merchant sends the funds back to Zip. Zip then applies the refund to your Zip account automatically.
   
   
3. Check your Zip account → Refund reduces your balance. If no balance owing, you’ll see a credit.
   
   
4. Withdraw credits (if desired) → Leave credits in Zip for future use, or contact Zip to have the money transferred to your bank.
   
   
5. If merchant won’t cooperate → File a dispute in the Zip app/website with receipts, order details, and proof. Zip investigates under Buyer Protection.
   

• Typical time → Up to 14 business days (often faster).
  
  
• Merchant speed matters most → Zip can only credit you once the retailer confirms the refund.
  
  
• Bank transfer delays → If withdrawing credits to your bank, expect a few extra days via EFT.
  
  
• Follow-up → If >2 weeks with no refund, contact Zip Support for status.
  

• Credit to Zip account → Default method. Refund offsets your outstanding balance or appears as credit.
  
  
• Adjusted instalments → Remaining installments cancelled, past ones refunded back to Zip account.
  
  
• Bank transfer → If in credit, request transfer to your bank account (a few extra days to clear).
  
  
• Closed accounts → Refund goes to your last linked card/bank automatically.

Zip does not issue cash or cheque refunds — all refunds are digital.

• Delays → Normal refunds take 1–2 weeks. Weekends/public holidays extend this.
  
  
• Fees not refunded → Monthly/late fees paid to Zip are not included in merchant refunds.
  
  
• Credit confusion → Refund may pay off other Zip balances instead of showing as payout.
  
  
• Closed account hiccups → Refunds go to last linked card/bank. Update your details with Zip if changed.
  
  
• Partial refunds → Ensure remaining instalments were adjusted correctly. Contact Zip if misapplied.
  
  
• Merchant slow to act → Keep documentation and escalate via Zip disputes if necessary.