Returns

Returns and refunds on a payment plan

Returning something you are still paying for is simpler than it sounds, with one wrinkle worth knowing: your plan and the retailer's refund run on separate clocks.

Apply Now See Pay Later

Retailer

Owns the policy

Full return

Cancels the plan

Partial

Recalculates

14 days

Pay Later window

Full return on a $600 order$600

Paid so far · 1 of 3$200

Remaining installmentsCancelled

Returned to your card$200

You end up paying

$0.00

ONCE PROCESSED

Three scenarios

What happens to your plan

The retailer decides whether a return is accepted. We adjust the plan once they confirm it.

What you do	What happens to the plan	What you get back
Return the whole order	Remaining installments cancelled	Everything already paid
Return part of the order	Outstanding balance reduced, remaining payments recalculated	The difference, if you have overpaid
Cancel before shipping	Plan cancelled outright	Any first payment taken
Exchange for the same value	Plan usually continues unchanged	Nothing changes
Retailer refuses the return	Plan continues in full	Nothing, unless resolved with them

Refund timing follows the retailer's policy and their processing speed. We apply it to your plan as soon as we receive it.

The wrinkle

Your plan does not pause while a refund is processing

This is the part that surprises people. The retailer controls when a refund is issued, and installments continue on their original dates until it arrives.

A payment can be taken after you have posted the item back — that money is not lost, it comes back once the refund is applied.
Do not cancel your card to stop a payment. A failed charge is recorded as a missed payment and can trigger a late fee. What happens if you are late →
If timing is tight, reschedule instead — moving a due date is built in and costs nothing.
Keep the retailer's confirmation — the return reference is what resolves any dispute quickly.

How rescheduling works →

Partial return · $600 order$600

Original plan$200 × 3

Return $200 of it$400 total

Already paid$200

Left to pay$200

Illustrative. The remaining balance is spread across the installments that have not yet been taken.

By plan type

How each plan handles a return

The mechanics are the same, but the timing feels different depending on what you chose.

Pay in 3

A third is already paid at checkout, so a full return means that third comes back to your card and the other two are cancelled.

Pay in 4

The service fee on the first installment is refunded along with the rest, as long as you return the whole order. About Pay in 4 →

Pay Later

Nothing is charged for 14 days after shipping. Return inside that window and there is usually nothing to refund at all. About Pay Later →

Monthly financing

Handled through our banking partner. A refunded order settles the loan; timing follows their process. See terms →

Faulty or damaged goods

A warranty or damage claim is between you and the retailer. Your plan continues unless they refund the order.

Large or bulky items

Some retailers charge a collection fee on furniture and appliances. That fee is theirs and is not covered by the plan.

Always start with the retailer. They own the return window, the policy and the decision. We can only adjust a plan once a refund has actually been processed on their side.

Help centre

Questions

Returns FAQ

What people ask when a return and a plan overlap.

What happens to my payments if I return an order?+

Once the retailer processes the return, the refunded amount is removed from your plan. A full return cancels the remaining installments and anything already paid is returned to your card. A partial return reduces the outstanding balance and your remaining payments are recalculated.

Do I keep paying while I wait for a refund?+

Sometimes, yes. Your plan runs on its own schedule and the retailer controls when the refund is processed. If a payment falls due before the refund lands, it will still be taken, and the amount comes back to you afterwards.

Is the Pay in 4 service fee refunded?+

Yes, if you return the whole order. The service fee is treated as part of the order total for refund purposes.

How long does a refund take?+

That depends on the retailer's policy and their processing time, not on us. Once we receive the refund it is applied to your plan straight away and any overpayment is returned to your card.

Who do I contact about a return, the store or Scalapay?+

Start with the retailer. They own the return policy, the return window and the decision. We adjust your plan once they confirm the refund.

What if the retailer will not refund me?+

Contact them first and keep a record. If a dispute cannot be resolved, contact us through the app with the details and we will look at the payment plan side of it.