Chargeback

• if you do not get the goods or services you paid for, including if the company has gone out of business

• if goods or services turned out to be faulty, counterfeit, or defective (you will need to return the goods in order to get a refund in this case)

• if you are charged the wrong amount, or charged twice by mistake

• if you are charged for a repeat payment after cancelling a subscription

You should make a claim as soon as you identify the problem or are concerned about a transaction. This is because your card provider usually needs to start the chargeback process within 120 days from when you made the transaction or when you were due to receive the goods or services.

You should provide your credit card provider with:

• details of the purchase

• details of anything that was said that you have relied on

• any other correspondence you have had with us when trying to fix the problem.

You should make a claim within 30 days of buying the goods.

You won't be refunded twice for the same purchase, so if you have received a refund from us already, you can't make a claim from your card provider.

Your card provider needs to provide evidence to the retailer's bank to make a chargeback claim. The evidence can be in the form of a written letter or email from you, an online form completed by you on the card provider's website, or a written form that the card provider completes following a discussion with you.

When you first contact your card provider, you should provide the following information:

• the name of the retailer you have paid money to

• the date you paid the money and how you paid it (e.g. in store, over the phone, or online - and if online, whether that was through a payment platform such as PayPal or Klarna)

• a detailed description of the goods or services you paid for (e.g. colour, brand, size of goods), and estimated delivery dates

• what has gone wrong with the goods or services delivery

• proof of the return of goods to the retailer, if they are faulty

• if you know that the retailer has gone out of business, you should direct your card provider to their website (where there will likely be a message from its insolvency practitioner).

Alongside the form, the issuer may need to provide other evidence - and they may contact you after your first discussion with them to obtain this. This can include:

• invoices

• receipts

• correspondence you have had with the retailer when trying to fix the problem

• the retailer's terms and conditions

If it applies, the protection may cover the cost of your original transaction