Klarna’s Buyer Protection Policy

• You used a Klarna’s Pay in Full, Pay in 4, Pay in 30 days, or Financing at a merchant checkout payment method when making an online purchase.

• Your purchase was made online and it was shipped to you.

• Buyer Protection applies only when no separate card-issuer claim has been filed and no alternative resolution has been reached with the store.

• Your Klarna account is in good standing. For example: All your transactions have been paid on time (this determination is made at Klarna’s reasonable discretion).

• It does not appear to Klarna that you are using the Buyer Protection Policy inappropriately or in a fraudulent manner, which is determined in Klarna’s reasonable discretion.

• You contacted the store first to resolve the issue directly before involving Klarna. You need to be able to provide the proof of contact, should we ask for it.

• You provided all relevant and requested information to support your claim to Klarna.

• You raised your claim within the timeframes specified below, counting days from the invoice date:

  • ‘Goods Not Received’ - 120 days from purchase

  • ‘Significant Deviation’ - 120 days from purchase

• You are not raising a claim for the same order more than twice.

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. 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.

• Purchases made with the Klarna Credit Card, One-Time Card or Klarna Card

• You bought something from a private person (consumer to consumer).

• In-store purchases

• Purchases of services or event purchases, such as concert tickets, plane tickets, accommodations, or other services such as beauty treatments.

• Goods equivalent to cash—including gift cards, vouchers, donations, purchases of a financial product and/or service, or investments of any kind.

• Real estate purchases, utility bills, or rent.

• Invoices paid through a digital provider.

• Payments made in respect of gold (whether in physical form or exchange-traded form), bitcoins or other cryptocurrencies.

• Payments related to gambling and/or gaming.

• Any other payments that violate Klarna’s ethical obligations or guidelines.

• The item is significantly different from the store’s description of it. For example: The t-shirt is red instead of green. You ordered pants in Small and received it in Large.

• You received a completely different item. For example: You ordered a t-shirt but got a jacket. You ordered a phone but got the wrong version of it.

• The condition of the item was misrepresented. For example: You received a sweater described as new but has clear signs of usage (e.g. stains).

• The item was advertised as authentic but is not authentic (counterfeit). For example: You ordered a branded shirt and got a counterfeit.

• The item is missing parts or features. For example: You bought a table and one leg is missing.

• The item was damaged during shipment. For example: You bought 4 glasses but 2 arrive broken.

• The item is unusable in its received state and was not disclosed as such. For example: You bought a phone that does not turn on.

• You did not receive your order. For example: Your package did not arrive.

• You did not receive parts of your order. For example: You ordered 3 items but only received 2.

Klarna’s discretion

Klarna determines, in its reasonable discretion, if your claim is eligible for the Buyer Protection Policy.

• The defect in the purchased goods was correctly described by the seller in its description of the item. For example: The phone you bought has a broken screen which was highlighted in the store’s description.

• You ordered the wrong color or material for a ‘made-to-order’ item.

• A product you purchased does not meet your expectations regarding quality or performance, but otherwise matches the store’s description. For example: You bought a TV, but the image quality is not as high as you expected it. It does however match the store’s description.

• The product has minor scratches and was described as “used." For example: You purchased a ‘used’ table that has some scratches.

• You buy in-store and take the goods with you.

• You made your purchase online, but picked up the goods in-store.

• The store provided valid proof of delivery to the correct shipping location.

You have to ensure that it’s possible to deliver the goods to you. If your purchase could not be delivered, you’re not entitled to a refund.

Once you’ve reported a problem following the guide above, Klarna will pause your payment until the issue is solved. If you’ve fully or partially paid for a purchase upfront, we’ll refund your payment if the dispute is resolved in your favor.

Please further note that Klarna’s Buyer Protection does not affect your legal rights or the contractual rights between you and the seller. Klarna does not act as your agent. Klarna only decides on the claim under Klarna’s Buyer Protection. This also means that the seller can still take legal action against you even if you have been successful with your Buyer Protection claim and have been refunded by Klarna. Likewise, you can still take legal action against the seller if you have not been successful with your Buyer Protection claim and have not been refunded by Klarna.

This policy is in effect for eligible Klarna purchases made after May 8, 2023.