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I want to return my order. What do I have to do?

First you need to contact the store where you made the purchase to start the return process as instructed by the retailer.

When the retailer notifies us that the item has been returned we'll automatically send the refund to your card.

In the event that you change the item or make a partial return the refund will not be processed; instead the remaining instalments will be adjusted to the new order value.

Is there any extra charges?

We work in partnership with the stores to ensure it's completely free for you (hence our use of the word "split", because it's a natural division into 3 instalments). When we say "free of charge", we really mean free of charge.

*Although it is not very common, you may find some stores that cannot offer this service for free; instead, there is a single opening charge that is levied with the first payment together with the first instalment. If this is the case, you'll find "opening charge" clearly displayed during the process to avoid surprises.

I've already paid for my order but I've returned it. How do I get a refund?

Once the store confirms the return, well process the refund immediately using the same method you used to make the original payment. If you paid by card well refund the amount to your card. If you paid by bank transfer or bank deposit, we'll ask you for the account number to send you the refund.

This process may take 2-5 working days.

I want to return my order, what do I need to do?

First you need to contact the store where you made the purchase to start the return process as instructed by the retailer.

Then, avoid paying for something you're not going to keep. To do this, log in to your account, find the order, click "Notify return" and we'll suspend the payment until the store notifies us of the return.

I still haven't received my purchase and the deadline for payment is approaching.

Stores sometimes face logistical problems and shipments take more than 7 days to arrive. No need to worry!

Get in touch with us and we'll postpone the payment date so you can receive your purchase in good time before paying for it.

It's important that you let us know so we don't bother you with late payment notifications.

Why have I been asked for my card to complete this purchase?

It's unusual, but sometimes depending on the type of retailer or product, we may ask for card details in the last step for security reasons. Payment will not be made at the time of purchase but automatically 7 days after the store notifies us that your purchase has been shipped.

If you're not satisfied with your purchase and decide to return it, you'll just need to notify us in your user account via "Notify return" and we'll stop the payment for a few days until the store confirms the return.

Is it possible to pay before the payment deadline?

Of course! If you don't want to wait you can pay whenever you like once delivery has been made.

The easiest way is to log on to your account and pay with your debit or credit card (Visa or Mastercard). You can also choose to be charged automatically by clicking "Automatic payment" in your user account and that way you don't need to keep an eye on the due date (you'll always receive a confirmation email whether the automatic payment has gone through successfully or there has been some kind of problem).

If you prefer, you can also pay by bank transfer or bank deposit*. We have accounts with five different banks for you to choose from. Don't forget to include the reference that we give you in the email so we can find your payment.

* If you choose to go to the bank and make a deposit you should bear in mind that banks do not accept cents and round up the amount.

My purchase has not arrived. What should I do?

First, contact the store to find out about the status of the delivery.

If you used Pay Later to make your purchase and the payment deadline is approaching, don't worry: we'll gladly extend the deadline so you can receive and check it in good time prior to paying. You just need to notify us here.
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To extend the deadline due to a delivery delay provide us with your details and the order number. Our team will give you an extra week so you can receive your purchase before paying for it.
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Our customer service is fast, but try to notify us at least 48 hours before the payment deadline (especially if it falls on a weekend) so we don't bother you with any late payment notices.

Why has my purchase request been turned down?

The seQura analysis system carries out an individual study of each request analysing multiple variables both of customers and the products they want to buy.
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Acceptance by the computer system is necessary in order to be able to use our services.

If you've received the message that your order has not been accepted, on this occasion you'll need to choose another method of payment to make the purchase.

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Can I return the order once the first instalment has been paid and get a refund?

Contact the store where you made the purchase so they can notify you of the conditions and thereby process the return. Once the store confirms that they have processed the return successfully we'll refund the amount to the same card that you used to pay the first instalment.

In the event that you change the item or make a partial return, instead of refunding you, the remaining instalments will be adjusted to the new amount of the order.