What if I return the full order?
If your entire order is returned and accepted for a refund:
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Your loan will be cancelled in full or refunded if any payments were made.
- Your deposit will also be refunded, back to the original card payment was made by
What if I return one of the items of the order?
If you return an item purchased using finance, any refund is applied directly to your loan balance, not your deposit.
What does that mean in practice?
When you place an order using our finance option, the total cost of the order (including all items) is split between:
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An upfront deposit (paid at the time of purchase), and
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The remaining balance, which is financed via a loan.
If you return one or more items from your order, here’s what happens:
The refund is used to reduce your outstanding loan balance
The refund value of the returned item(s) is credited to your loan account. This means:
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Your total loan balance is reduced.
- your monthly payments are reduced keeping the loan term the same
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Alternatively you can contact us if you prefer your monthly repayments may stay the same, meaning you could repay your loan faster.
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You will not receive a refund of your deposit
Because the deposit was based on the total order value (including the returned item), and it was paid directly to the retailer at the time of purchase, it’s not proportionally refunded if you return part of your order.
Example 1: Standard Return Example
Let’s say you:
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Buy three items totalling £600.
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Pay a 10% deposit (£60), and take out a loan for the remaining £540.
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Later return one item worth £200.
Your £200 refund will be applied directly to the £540 loan, reducing your balance to £340. You won’t receive part of the deposit (£60) back.
The monthly instalments are then reduced in line with the new balance. We can also keep the payments the same and reduce the term of the loan if that is the customers preferred option.
Example 2: Faulty Item Example – Refund After 18 Months:
Let’s say you:
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Buy three items totalling £600
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Pay a £60 deposit, and finance the remaining £540
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One item worth £450 becomes faulty after 18 months
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You’ve already repaid £450 of the loan at this point
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A £450 refund is issued for the faulty item
Here’s what happens:
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The remaining loan balance of £90 (i.e. £540 - £450 already repaid) is settled using part of the £450 refund
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The remaining £360 from the refund is paid back to you directly
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Again, your deposit is not refunded, as it was based on the full order value and paid to the retailer at the point of sale
Summary
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Refunds for returned items are always applied to your loan first
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Any remaining refund amount after settling your loan may be paid to you
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The original deposit is not refunded when only part of an order is returned
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For full-order returns, your deposit will be refunded
If you're ever unsure how a refund will be applied to your account, our Customer Support team will be happy to explain your specific situation in more detail.