How long a refund takes

Kindly note that Trustly processes refunds but does not issue them directly. Refunds are always requested by the merchant.

Once the merchant requests a refund with Trustly, the money usually returns to your bank account within 72 hours. Saturdays, Sundays, and any days the banks are closed in your country are not counted.

In most cases, no further action is needed.

If the refund has not arrived after 72 hours

If the money has not arrived within 72 hours, contact the merchant first to confirm that the refund has been processed on their side. The merchant may not have initiated the refund yet, or a technical issue on the merchant's side may have prevented Trustly from receiving the refund request.

• If the merchant confirms the refund has not been processed yet, the merchant will be able to give you an update on when to expect it.
• If the merchant confirms the refund has been processed, contact Trustly through the contact page and provide proof of payment for the original deposit.

The document must show:

• Your full name
• The IBAN (your bank account number) you sent the payment from
• The IBAN the payment was sent to
• The date of the payment
• The amount of the payment
• Any reference number or payment message, if shown

Trustly will use this information to check the refund and help you faster.