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What happens in case of return and refund?

Returns and refunds are managed exclusively by the vendor. Therefore, Scalapay cannot refund an order without the stores’ authorization. For more information regarding returns and refunds, you must contact the vendors’ customer service.

Once the store has received and approved your return you will be issued a refund based on the instalments already paid. The refund will be issued back to the card you used to place the order, whilst the instalments that were not paid yet will be cancelled. 

You will have to wait up to 5 business days before the money is available in your account.

In case of partial return, the amount of the return will be first deducted from the unpaid instalments that will be reduced or cancelled. If necessary you will be refunded partially or for all the instalments already paid.

Here is a typical scenario for an acquisition of 90 euros and a return of 50 euros.

  • Scenario 1: The customer paid only the first instalment. When the 50 euro return happens:
    - The third instalment (30 euros) is cancelled  immediately.
    - The second instalment is reduced by 20 euros. The client will still have to pay 10 euros of the second instalment
    - The first instalment remains the same.

The customer pays a total of 40 euros. No refund will take place on the clients’ card.

  • Scenario 2: The customer paid the second instalment. When the 50 euro return happens:
    - The third instalment (30 euros) is cancelled immediately.
    - The second instalment (already paid) will be refunded partially (20 euros). The client will therefore receive a refund of 20 euros on the card with which he/she paid the second instalment.
    - The first instalment remains the same. 

The customer will therefore pay a total of 40 euros. Since the customer already paid 60 euros when the return happened, he/she will receive a refund of 20 euros on his/her card.


Did you make a return but have not received the refund yet?

Contact the shop to ask for information on return times. If you have already tried to contact the store without success contact us and we will try to contact them to ask for information.

Scalapay is not authorized to issue refunds without being approved by the store. The instalments are due until the store authorizes the refund

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