When will my refund arrive?

Once Trustly receives the merchant’s refund request, allow up to 3 banking days for the money to reach your bank account, starting from the date when the merchant sends the refund request to Trustly.

If you sent money directly to a Trustly bank account by mistake, or your payment failed but money was taken, allow up to 5 banking days for the money to be returned, starting from the date the money was taken from your bank account.

Banking days do not include weekends or public holidays.

Has the merchant sent the refund request to Trustly?

This section applies if you are waiting for a refund from a merchant.

Before contacting Trustly, ask the merchant to confirm:

• Whether the refund has been approved
• Whether the refund request has been sent to Trustly
• The date the refund request was sent

The 3-banking-day waiting period starts when the merchant sends the refund request to Trustly.

If the merchant has not sent the refund request yet, ask when it will be sent.

The money has not arrived after 3 or 5 banking days

Contact Trustly through the contact page if:

• A merchant refund has not arrived within 3 banking days after the merchant sent the refund request to Trustly
• An automatic return has not arrived within 5 banking days after the money was taken from your bank account

Provide proof of the original payment showing:

• Your full name
• The account number and bank number, or IBAN, you paid from
• The account number and bank number, or IBAN, you paid to
• The payment date
• The payment amount
• The payment reference or message, if available

Trustly will use this information to find the payment and help you faster.