How will I get my refund and how long does it take?

An approved refund goes back to your original payment method, or to your Mate Wallet if you have an account. Refunds are usually completed within 0–24 hours once approved.

An approved refund goes back to your original payment method. If you have a KryptoMate account you can have it credited to your Mate Wallet instead, which is the instant option. Refunds are usually completed within 0–24 hours once approved.

This article is about how and when an approved refund is paid. Whether a refund is due is decided under the Refund Policy.

01Where the refund goes

Original payment method: this is the default. A crypto payment is refunded to the wallet or exchange account it was sent from. A card payment is refunded to the original card.
Mate Wallet: if you have a KryptoMate account, the refund can be credited to your Mate Wallet instead. This is the instant option, and you can spend the balance on any order.
If you bought as a guest: create an account or sign in to one to receive an instant Mate Wallet refund. Otherwise the refund goes to the original payment method.

Where it fits the case, the Refund Policy also allows a replacement product instead of a refund. Support confirms the method for your order.

02How long it takes

Refunds are usually completed within 0–24 hours once approved. In addition:

Card refunds also depend on the card issuer, typically 5 to 14 business days after we release them.
Crypto refunds depend on network confirmation.
Airline and hotel refunds can take 4 to 12 weeks, because the airline or hotel returns the money first. A flight refund is passed on within 5 business days of our receiving it.

03How much you get back

Refunds are calculated on the US dollar value of the order at the time of purchase. For a crypto refund, that value is converted at the rate at the time the refund is made, so the quantity of crypto can differ from what you sent.
Network fees for sending a crypto refund may be deducted.
A refund can be partial, for example when only one item in an order is affected.

04How you know it is done

Your order shows Refunded. If only part was refunded, the payment status shows Partly refunded.
A refund to your Mate Wallet appears under Wallet, in Transactions, as Full Refund or Partial Refund.

05Good to know

A single-use coupon that was used on the order stays used. It is not given back by a refund.
Points earned on a refunded order are removed from your points balance.

06If your refund has not arrived

See I was told my order was refunded but I have not received it.

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