What should I do if there's a problem with goods or services I've paid for using Pingit?

You need to get in touch with your seller. If you haven't received your goods or services, or the goods arrived but weren't as described, then you may be able to ask the seller for a refund or replacement.

If you've changed your mind about the order, check the seller's returns policy, which can usually be found on their website, receipt or by contacting them directly. You usually have up to 14 days after receipt of goods to decide to cancel or return. Some products are exempt for example CDs, DVDs or software if you've broken the seal on the wrapping, perishable items, tailor-made or personalised items.

If you no longer want to receive the service you've paid for, check the seller's cancellation policy, which can usually be found on their website, receipt or by contacting them directly. You usually have up to 14 days from the time of entering into the contract to inform the provider of your wishes to cancel.

If the goods have not been delivered by the specified date or, if not stated, within 30 days of the date you bought them, you can ask the seller to deliver the goods or give you a full refund.

If the goods were not as described, check the seller's policy but you normally have 3 weeks from the receipt of the goods to report a problem or fault and return the item to the seller and get a refund. If you want the item to be repaired or replaced then further conditions apply. In the first instance you should contact the seller in question.

If you're not satisfied with the service, it cost more than you agreed or has taken too long, check the provider’s policy and contact them in the first instance. A normal outcome would be for the provider to put right the sub-standard work, re-clarify and agree new completion time frames, or a refund or compensatory gesture for part or all of the amount paid.