The product or service I purchased doesn’t match the description or arrived damaged or defective

If the item or service you bought with your Paysend card doesn’t match the merchant’s description, try contacting the merchant first and request a refund or replacement. If they agree, you may need to return the product. Let them know you’re ready to return it and ask for return instructions. Good news — this applies only to physical items; you don’t need to return services.

If the merchant refuses to make the return or doesn’t respond, contact our Customer Support team:

• Explain what happened.
• Describe how the item doesn’t match the description.
• Attach photos of what you received.
• If available, also include the payment receipt, invoice, or order confirmation from the merchant.