Still waiting on a Zip refund?
Can you get a refund from Zip? Check eligibility first
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.
How to get a refund from Zip
- Contact the retailer first → Follow their normal return/refund process.
- Merchant issues refund → Merchant sends the funds back to Zip. Zip then applies the refund to your Zip account automatically.
- Check your Zip account → Refund reduces your balance. If no balance owing, you’ll see a credit.
- Withdraw credits (if desired) → Leave credits in Zip for future use, or contact Zip to have the money transferred to your bank.
- If merchant won’t cooperate → File a dispute in the Zip app/website with receipts, order details, and proof. Zip investigates under Buyer Protection.
Zip’s refund timeframe - how long it takes
- 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.
Zip’s refund methods - how you'll get your money back
- 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.
Common refund issues with Zip
- 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.
Zip cases submitted through Ajust
I’m a pensioner and the interest, monthly fees, and late fees on my Zip account kept piling up no matter how hard I tried to pay it down. I was told some payments hadn’t even been credited correctly. I asked for those charges to be refunded because they weren’t fair or manageable, and I just wanted a realistic balance so I could repay without drowning in fees. - Angela
After my hardship arrangement ended, I was told my Zip account was frozen and no interest was building, but I couldn’t even log in to check. I kept paying anyway, then suddenly months of interest hit at once and pushed me over my limit. I’m asking for that hidden interest to be refunded because I was never able to see or track it. - Havarna
Customer experiences with Zip refund cases
Amazon return = smooth refund: Customer’s remaining instalments were cancelled and two paid instalments refunded to their bank.
Dispute goodwill win: Merchant failed to deliver. After a dispute, Zip refunded as a one-off under Buyer Protection.
How Zip Refund Policy Compares to Competitors
- Afterpay → Refunds go direct to card; faster but no formal “Buyer Protection.” Zip defaults to account credit, but you can request a bank transfer.
- Klarna → Freezes instalments once return is reported. Refunds come back to card in ~5–7 days. Zip may continue charging until the merchant refund is confirmed unless a dispute is filed.
- Other BNPL (Humm, LatitudePay) → Similar structure, but customer support is often weaker. Zip is noted for clearer Buyer Protection and responsive support.
⚖️ Summary: Afterpay/Klarna have automatic refunds to card. Zip offers account credit first, then bank transfer on request, plus added buyer protection.
Official Zip Refund Resources & Links
- Zip Help Centre – Refunds & Returns
- Zip Buyer Protection Policy
- Zip Terms & Conditions (Zip Pay & Zip Money)
- Zip Support Contact – Phone: 02 8294 2345 (Mon–Fri 9am–5pm AEST)
- Zip Disputes & Complaints Process
Zip Refund FAQs
Can you actually get a refund from Zip, and when are you eligible?
Yes, you can get a refund from Zip if your purchase qualifies under Zip Buyer Protection. Refunds apply to tangible goods that were not received or were significantly not as described and must have been paid in full using Zip at checkout. Digital goods, gift cards, travel, custom-made items, and bill payments are excluded. Your Zip account also needs to be in good standing, as repeated disputes can affect eligibility.
How does a Zip refund work once the merchant agrees to return my money?
When a merchant approves a refund, they send the money back to Zip, not directly to you. Zip then automatically applies the refund to your Zip account balance. If you still owe money, the refund reduces or clears that balance. If your balance is already paid off, the refund appears as a credit in your Zip account, which you can keep or withdraw to your bank.
How long do Zip refunds usually take, and what causes delays?
Most Zip refunds take up to 14 business days, though many are processed sooner. The biggest factor is how quickly the retailer confirms and sends the refund to Zip. Zip cannot credit your account until this happens. If you choose to transfer Zip credit to your bank, allow a few extra days for EFT processing. Public holidays and weekends can also extend timelines.
What can I do if the retailer refuses to refund me through Zip?
If a retailer refuses to cooperate, you can file a dispute directly with Zip through the app or website. You will need receipts, order details, and proof of the issue, such as non-delivery evidence. Zip then investigates under its Buyer Protection policy and may issue a refund if your claim is valid. This process is designed for cases where normal refund channels fail.
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