![]() Klarna only decides on the claim under Klarna’s Buyer Protection. Klarna does not act as an agent of the buyer (you) or seller. Please further note that Klarna’s Buyer Protection does not affect the legal and contractual rights between you and the seller and is to be considered separately from them. If you use a card to make a Klarna purchase, this policy does not limit any rights you may have under applicable law or network rules to dispute a transaction with your card’s issuer. Please note that in the event that you have rights that fall under mandatory consumer protection legislation - and those go beyond what’s covered by Buyer Protection - those rights are not affected by this policy. Klarna’s Buyer Protection Policy is here to assure you that you can shop safely and securely with Klarna. In the event of any refunds, we’ll return the funds to the same method of payment you used to make your payment. If you’ve fully or partially paid for a purchase upfront, we’ll refund your payment if the dispute is resolved in your favour. Klarna’s Buyer Protection Policy : Once you’ve reported a problem following the guide above, Klarna will pause your payment until the issue is solved. If you don’t pick up your delivery from the agreed pick-up location or don’t accept the delivery, after receiving a notification, you might be liable to pay a fee as set out in the store’s terms and conditions. If your purchase could not be delivered, you’re not entitled to a refund. You have to ensure that it’s possible to deliver the goods to you. * The store provided valid proof of delivery to the correct shipping location * You made your purchase online, but picked up the goods in-store * You buy in-store and take the goods with you * The product has minor scratches and was described as “used.” For example: You purchased a ‘used’ table that has some scratches It does however match the store’s description For example: You bought a TV, but the image quality is not as high as you expected it. ![]() * A product you purchased does not meet your expectations regarding quality or performance, but otherwise matches the store’s description. * You ordered the wrong colour or material for a ‘made-to-order’ item The burger does not look exactly like the advertised picture For example: The ice cream is not as creamy as you expected it to be. * Your ordered food does not match your personal expectations but does match common requirements. For example: The phone you bought has a broken screen which was highlighted in the store’s description * The defect in the purchased goods was correctly described by the seller in its description of the item. Klarna determines, at its reasonable discretion, if your claim is eligible for the Buyer Protection Policy. For example: You ordered 3 items but only received 2 * You did not receive parts of your order. For example: You bought a phone that does not turn on * The item is unusable in its received state and was not disclosed as such. For example: You bought 4 glasses but 2 arrive broken ![]() For example: You bought a table and one leg is missing For example: You ordered a branded shirt and got a counterfeit * The item was advertised as authentic but is not authentic (counterfeit). For example: You received a sweater described as new but has clear signs of usage (for example, stains) * The condition of the item was misrepresented. You ordered a phone but got the wrong version of it. For example: You ordered a t-shirt but got a jacket. * You received a completely different item. You ordered trousers in Small and received them in Large For example: The t-shirt is red instead of green. * The item is significantly different from the store’s description of it. ![]()
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