If you are waiting for delivery of products and it is taking longer than you expected or you have received your order with items missing/ damaged you will need to get in touch with the retailer directly.
However, you can now pause your payments while you wait for your refund to be processed.
We'll pause your payments for 3 weeks so you don’t have to pay while the retailer processes your return. Please make sure to return your item/s as soon as possible by following the retailer's return instructions.
Check out more information about the returns feature here
Laybuy is not able to amend, adjust or change an order once it is approved - this must be handled directly with the retailer. Have a look on the retailers website for details of contact information, alternatively contact information is provided to you in your order summary from Laybuy.
Please allow up to three business days for the retailer to respond to your enquiry.
How do refunds work?
When the Merchant receives the products, accepts the return and refunds the amount to Laybuy the future payments for that order will be cancelled/amended or refunded. If you have already made one or more payments, the instalments paid will be refunded to the credit/debit card that you used to place the order.
Once notified by the retailer, we will process the refund immediately and send you an email to confirm that the refund has been applied. The bank may take 5-7 business days to process this amount.
Please note, you will be liable for all payment amounts until Laybuy receives confirmation from the retailer that a return has been accepted and we have received the refunded amount into Laybuy's account.
If you are having trouble with a refund, please see here for further instructions