How can I get a purchase refunded to my Credit Card or Debit Card?

You are able to request a chargeback on your Credit Card or Debit Card within 120 days of the transaction you are disputing.

You can complete the transaction dispute form and return this to the address on the form. You should also include:

  • a cover letter with this form explaining the dispute and any contact attempted contact made with the retailer.
  • Supporting documentation

Advice and Supporting documentation for each dispute type

  • Goods not received

    Cover letter

    You can let us know of any contact you made with the retailer and their response. Include anything discussed over the phone but always ask for written confirmation if possible i.e. letter or Email

    You should be clear that you are unable to provide supporting documents and why i.e. 'I requested and was promised a receipt but none was provided'.

    Documents

    • Proof that you have tried to resolve the matter with the retailer. You can include emails or letters you have sent even if unanswered. You can explain this further in your cover letter.
    • Copies of receipts/invoices/e-mail confirmation/tickets (if none available, please confirm this in writing)
    • Copy of Liquidation notice or proof that you will not receive the merchandise. (emails/letter from retailer).
  • The service/merchandise I have received was not as described or defective

    Cover letter

    You can let us know of any contact you made with the retailer and their response. Include anything discussed over the phone but always ask for written confirmation if possible i.e. letter or Email

    • The website address from which the goods were purchased if applicable.
    • No invoice available please confirm in writing.

    Documents

    • Proof that you have tried to resolve the matter with the retailer. You can include emails or letters you have sent even if unanswered. You can explain this further in your cover letter.
    • Copies of receipts/invoices/e-mail confirmation/tickets? (letter/emails etc.)
    • Documentation from an expert stating in their opinion the merchandise/Service is defective/not as described.
    • Proof that the goods were returned to the retailer (registered postage receipt) or proof that the services were cancelled/rejected by you in writing.
  • Subscription/Continuous authority transactions that I have cancelled still being charged to my card

    Cover letter

    You can let us know of any contact you made with the retailer and their response. Include anything discussed over the phone but always ask for written confirmation if possible i.e. letter or Email

    Documents

    • Proof of cancellation in order to charge an item back i.e. e-mails.
  • A Refund that I was promised was not processed after 30 days

    Please note that transactions can be cancelled by a retailer within 5 days before it completes. You may not see a refunded amount on your account; the original transaction will simply disappear.

    Cover letter

    You can let us know of any contact you made with the retailer and their response. Include anything discussed over the phone but always ask for written confirmation if possible i.e. letter or Email

    Documents

    • Proof of promise of refund showing the amount and when it was to be carried out.
  • I do not recognise a transaction

    If you suspect that this transaction is fraudulent or your card has been compromised you should contact us immediately.

    Does not apply to Chip and Pin verified transactions or 3D Secure.

    Cover letter

    You can let us know of any contact you made with the retailer and their response. Include anything discussed over the phone but always ask for written confirmation if possible i.e. letter or Email

    Documents

    • Proof of your effort to resolve the matter with the Retailer, e.g. copy of e-mails or letters between you & retailer.
  • Free Trials

    If you authorised postage charges in relation to a trial offer unless you cancel the authority the company will continue to debit your account and send you goods.

    Cover letter

    You can let us know of any contact you made with the retailer and their response. Include anything discussed over the phone but always ask for written confirmation if possible i.e. letter or Email

    Documents

    • You must return the goods to the retailer by registered post – please forward a copy of the registered post receipt along with this form.
    • Provide copies of any correspondence (letter/emails) you have with this company
Last updated: February 26, 2019

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