Getting your money back if you paid by card

Kortreklamation - Engelska

Have you not received what you purchased from a company? Or do you have the right to get a refund, but the company still does not reimburse you? And have you paid the purchased by card? Then, your bank might be able to help you get your money back. This is called making a chargeback request.

Translated page: This text has been translated from Swedish. The text and appearance of the page may look different from the original page.

Making a chargeback request – consider this

  • Your options for making a card chargeback depend on the type of card you used to pay.

  • It is usually a good idea to try to resolve the problem with the company before you contact the bank.

  • Save all documentation showing that you have contacted the company. You may need to show the bank that you complained to the company without success.

  • In some cases, there may be time limits set by the bank that you need to comply with.

Choose what you want to read more about

  • You may be able to make a card chargeback when:

    • you have changed your mind about the purchase and are entitled by law to a refund, but the company does not refund you
    • unauthorised transactions have been made on your card
    • you have paid for goods that have not been delivered
    • your flight has been cancelled but the airline does not refund you
    • the company has gone bankrupt and you have not received what you agreed on.

    What options are available to you depend on the type of card you used to pay. You have stronger protection when you pay with a credit card. If you paid with a debit card, the terms and conditions of the card determine what you are entitled to.

  • What rights you have depends on what kind of card you made the purchase with.

    If you paid with a credit card

    A credit card is a card where, at the end of the month, you receive an invoice for all the purchases you have made with the card.

    When you pay by credit card, you have strong protection according to the Consumer Credit Act. The law states that you have the right to make the same demands on the bank as on the company you made the purchase from. If you are entitled to a refund from a company, you can choose to contact the bank instead. However, you cannot demand a refund from both the bank and the company.

    Getting your money back if you made a credit purchase

    If you paid with a debit card (where the money is withdrawn directly)

    A debit card is a card where the money is drawn directly from your bank account when you buy something. When you pay with a debit card, you have no right by law to turn to the bank to demand a refund. But many banks offer the possibility to make a card complaint even when you have paid with a debit card. It is the bank's terms and conditions that determines what rights you have. Sometimes it is not uncommon that there are time limits that limit the bank’s possibilities to help you.

  • It is usually best to first contact the company and try to resolve the issue directly with them.

    Contact the company in writing, for example by email. Clearly explain what the problem is and why you are entitled to a refund. Keep all emails and other documentation. You may need to show the bank that you have made a claim to the company.

  • When you need help with a refund, you can contact the bank. Do this in writing, for example by email. Explain the problem and include documentation that shows what has happened.

    Examples of documentation may include:

    • an order confirmation or receipt for the purchase
    • a message stating that you have cancelled the purchase
    • a copy of your complaint to the company
    • the company’s reply.

  • You can get free guidance from the Consumers’ Banking and Finance Bureau.

    Visit the website konsumenternas.se

Source:KonsumentverketKonsumenternas Bank- och finansbyrå

Proofread: 20 October 2025

The content on this page has been created in collaboration with one or more authorities and consumer agencies. The Swedish Consumer Agency collaborates with others in our mission to guide consumers.