⚠️ Important: Right of Withdrawal is NOT a product return and it is NOT an order cancellation with the consequent cancellation of the same. For product returns and order cancellations, we invite you to contact the merchant.
It is the right to withdraw from your financing contract — in other words, you can decide to pay everything upfront instead of continuing to pay in installments.
⚠️ IMPORTANT - What Right of Withdrawal Is NOT:
Right of Withdrawal is NOT:
❌ A product return
❌ An order cancellation
For product returns or order cancellations, contact the merchant.
✅ What is Right of Withdrawal:
It is the legal right to withdraw from your financing contract — in other words, you can change your mind about paying in installments and decide to pay the entire amount upfront instead of continuing to pay in rates.
Example: You purchased a product with Scalapay in 4 installments. After 5 days, you decide you no longer want to pay in installments and prefer to pay the entire amount right away. This is your right of withdrawal.
1. What is the right of withdrawal?
Right of withdrawal is the legal right to withdraw from your financing contract, not from the product purchase contract.
In simple terms: if you paid for an order with Scalapay in installments, you can change your mind and pay the entire amount upfront, ending the financing.
It is not a product return — if you don't like the product, you still need to contact the merchant for a return.
2. What is the difference between a return and withdrawal?
| PRODUCT RETURN | FINANCING WITHDRAWAL |
What is it? | Returning the product to the merchant | Deciding to pay everything upfront instead of in installments |
Who do you contact? | The merchant | Scalapay |
When can you do it? | Depends on the merchant's policy | Within 14 days of placing the order |
What happens? | The merchant decides whether to accept the return | You pay Scalapay in full and the financing ends |
3. How long do I have to exercise the right of withdrawal?
You have 14 days from the date you placed the order. After 14 days, it is no longer possible to withdraw from the financing.
4. How can I exercise the right of withdrawal?
Open the Scalapay app, go to your order page, and follow the steps to exercise the withdrawal. The entire process is done directly in the app and takes just a few minutes.
5. What will I be asked to pay if I withdraw?
You will need to pay any remaining installments left on your plan.
The calculation depends on the payment option you chose:
Pay in 4: The service fee is non-refundable.
Pay in 6, 9, and 12: Both the fee and interest will be recalculated based on the exact number of days your financing was active. Therefore, you might end up paying less than originally expected.
In any case, the app will show you the exact amount due before you confirm the payment.
6. Is the stamp duty refunded if I withdraw?
No. Stamp duty is a tax required by Italian law and is not refunded in case of withdrawal.
7. Can I exercise the right of withdrawal independently from a product return?
Yes, absolutely.
Withdrawal from financing is independent from a product return. You can decide to withdraw from the loan even if you like the product — simply because you changed your mind about the installment plan.
If you want to return the product instead, you need to contact the merchant according to their return policy.
8. How can I pay the amount due after withdrawal?
You can choose to pay in one of two ways:
Credit card: Directly in the app
Bank transfer: We'll send you an email with the IBAN, amount, and deadline
9. I chose bank transfer: where can I find the payment details?
After selecting bank transfer, you will receive an email with all the necessary information:
IBAN
Exact amount to pay
Deadline
Also check your spam folder if you don't see it in your inbox.
10. I chose to pay by card but the payment failed. What should I do?
You can:
Try again with the same card
Use a different card
Switch payment method and pay via bank transfer
11. How long do I have to make the payment after exercising the right of withdrawal?
You have 30 days from the date you exercised the withdrawal to make the payment.
12. I made a bank transfer but my order hasn't updated. Is this normal?
Yes, it's completely normal.
Bank transfers can take up to 5 business days to be credited to our account. Once we receive your payment, your order will automatically update in the app.
13. Will I receive a payment confirmation email?
With card: You'll receive confirmation directly in the app at the moment of payment.
With bank transfer: When we receive your payment, your order will be updated in the app (note that this can take up to 5 business days).
14. It's been more than 30 days and I haven't paid. What happens?
The amount owed is considered overdue and the standard debt recovery process begins.
We recommend contacting our support as soon as possible to avoid further issues.
15. Which payment types does the right of withdrawal apply to?
Right of withdrawal applies to all Scalapay financing types:
Pay in 3
Pay in 4
Pay in 6
Pay in 9
Pay in 12
For Deutsche Bank and BBVA installment plans, you will need to contact the bank directly to withdraw. Scalapay cannot manage the withdrawal — it must be done between you and the financing bank.
16. Can I continue using Scalapay after exercising my right of withdrawal?
No, not until the outstanding balance has been fully repaid.
Once you exercise your right of withdrawal from the financing agreement, your installment plan is terminated and the remaining balance becomes payable in full.
Until the outstanding amount has been fully repaid, you will not be able to place new orders using Scalapay.
Once your payment has been received and your account has been brought back into good standing, you will be able to use Scalapay again, subject to the standard checks carried out at checkout.
17. Do you have other questions or doubts about your specific situation?
If your specific case isn't covered in these FAQs, please reach out to our support team by clicking Luna
We are always here to help!