In the first instance, please contact the retailer about refunds. Refunds should be processed by the retailer you have purchased from. Please contact the retailer in the first instance to check on the status of the refund.
If you still have not received your refund, please Submit a Request with the following information:
- Confirmation of the Laybuy order number
You can find your Laybuy order number in the App under 'Purchases' and 'Orders'. You can also find your Laybuy order number within any Laybuy emails regarding the order we have sent you.
- Expected refund amount (eg the amount of the returned/refunded item/s)
This is the amount the retailer has confirmed they will refund you for.
- Confirmation from the retailer of your return or refund
Confirmation from the retailer does need to be written confirmation.
This can be a screenshot of the email confirmation of the refund from the retailer. A written conversation from the retailer confirming the refund to you eg. Web Chat. Or the account order history showing the order was cancelled/refunded.
If you are unable to attach the screenshots you can forward them to firstname.lastname@example.org
- Any communication sent to or received from the retailer regarding your order or refund
This can be screenshots or you can forward them to email@example.com