Paying with Klarna

Klarna is a leading global payments and shopping service, which was founded in 2005. It has over 150 million active consumers across more than 500,000 merchants in 45 countries.

Klarna is a payment method that can be used at check out with three available options: Pay Now, Pay in 3 or Pay in 30 Days. The latter two options are unregulated credit agreements that will allow you to pay interest free in either 3 installments every 30 days (Pay in 3 option) or 1 installment after 30 days (Pay in 30 Days).

Simply add the products you wish to buy and head through the check out as normal. Once you reach the payment methods screen, you will be offered a choice of options including Klarna. If wanting to use the one of the Buy Now Pay Later (BNPL) options, please ensure that you are firstly eligible and also that you are comfortable with the credit agreement and the terms and conditions for the chosen payment method, and also that you have sufficient funds to make repayments. 

Should you wish to proceed select Klarna, fill in the information required and you will be taken to the Klarna website where you can register and provide the necessary payment information. Once complete, you will be returned to Sanctuary Bathrooms to complete the purchase. Please note that Klarna also reserves the right to limit use of their service, prevent any further payments being made if using Klarna for many payments, or decline payments from users. In this instance, we would ask you to contact Klarna in the first instance.

If Klarna need to get in touch with you, they will contact you on the details provided via telephone and email. After purchase, you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information. 

There is no difference to delivery timescales when paying via Klarna as with any other payment method, and our standard delivery timescales will apply for any purchase. In most cases, this will be 3-7 Working Days, however, in the event that this is likely to be longer in any instance, this will be detailed on our website or our team will communicate at the earliest convenience to you.

Klarna has detailed what happens in the event that you cannot pay in their terms and conditions on their website. In any event, we would ask you to contact them directly to discuss any payment problems. For ease, we have copied what Klarna state on their website for both Pay in 30 and Pay in 3 Options:

Pay in 30 - Pay in 30 Terms and Conditions

It is important that you complete your payment for your purchase no later than on the communicated due date. You can manually make a payment in the Klarna App using your card.

If you have opted in for autopay, Klarna will try to automatically withdraw the amount due on the due date. Klarna will notify you prior to the upcoming payment. If we can’t take the payment from your card, we’ll let you know, and try again one more time to take the money. We’ll let you know when we’re going to try again, so you’ll have plenty of time to put some money onto your card to make the payment.

If we can’t take the money from your card on the due date or on when we try again 7 days later, we will ask you to pay the outstanding amount directly in full. If you do not pay, we may use a debt collection agency to collect the money for us. A debt collection agency is an FCA regulated company used by Klarna to recover funds that are overdue. 

Klarna will always get in touch with you before attempting to collect a payment from your card. We will also contact you if we plan to use a debt collection agency to recover the outstanding amount.

Not paying on time might also mean you can’t use Klarna credit products in the future. We will report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit from Klarna and other lenders in the future.

Pay in 3 - Pay in 3 Terms and Conditions

If we can’t take the first instalment from your card, we’ll let you know, and try up to two times again to take the money. We’ll let you know when we’re going to try again, so you’ll have plenty of time to put some money onto your card to make the payment.

If we can’t take the money from you after two attempts, we’ll roll the missed payment over to the second instalment. If we can’t take the second instalment, we’ll give you a few days to update your card details or make sure there’s enough money on your card. 

If we still can’t take payment after two more attempts, we’ll roll over the payment to the next and final instalment. If we still can’t take the payment, we’ll try again twice. If we’re still not successful, we might ask you to pay the outstanding amount directly or use a debt collection agency to collect the money for us. A debt collection agency is an FCA regulated company used by Klarna to recover funds that are overdue.

Klarna will always get in touch with you before charging your card. We will also contact you if we roll over a payment to the next due date or if we have to use a debt collection agency.

Not paying your instalments on time might also mean you can’t use Klarna in the future. We will report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit from Klarna and other lenders in the future.

 Please note that in both methods, any missed payments may be subject to additional late fees as detailed in Klarna's terms and conditions

If you wish to change or cancel an order that you have made prior to delivery, we would advise you to contact us at your earliest convenience where we can cancel the order and process the refund as normal. Klarna will then cancel any future payments and arrange any refunds due directly to yourselves. Please note, in line with any other payment provider, this can take up to 10 working days to return to the original payment method.

To return an item, which has been bought through Klarna, please follow the process in our Returns Policy. Please note that any special order items, bespoke items, or discontinued and clearance stock is non-returnable in line with our terms and conditions.
We would ask that you check all items within 48 hours of receipt and return in the original packaging, or if unopened, contact us to notify us of your wish to return items to see if we can assist in any way or provide the most convenient way of returning the product. You will then be directed to the returns portal to process the return. Once this is received back into us and the item has been checked, we will process the refund as normal.

Please read the next FAQ on how refunds are processed by Klarna for details on how both partial and full refunds are handled by ourselves and via Klarna.

For a full refund of an order that is being returned and has been accepted within the first 30 days since purchase, the refund will be processed in line with our returns policy and standard terms and conditions, minus any restocking charges and collection fees, as follows:

• Buy Now Pay Now - we will process the refund and this will be returned to the original payment method in up to 10 working days by Klarna
• Pay in 3 - refund will be processed, and Klarna will cancel any future repayments and return the initial payment in up to 10 working days
• Pay in 30 - we will process the refund, and Klarna will cancel any future payments

If you are only returning part of an order, it will be processed as follows:

• Buy Now Pay Now - a partial refund will be processed by ourselves, and Klarna will return this to the original payment method within 10 days
• Pay in 3 - a partial refund will be processed by ourselves, and future payments will be adjusted by Klarna accordingly to adjust these to match the remaining outstanding balance. In the instance that original payment exceeds the value of non-returned items, the difference will be refunded to the original payment method
• Pay in 30 - a partial refund will be processed by ourselves, and the balance for the payment in 30 days will be reduced down to match the remaining payment value

For any return outside of the initial 30 day period but less than 60 days, please note we can only issue a credit note, while for any return 60 days or after, these items cannot be refunded or returned unfortunately except in product fault where evidence was provided from the time of purchase.

Firstly, we are extremely sorry that you have received a product that is not to satisfaction. In the event that you have paid by Klarna and the product has arrived damaged/faulty, we would ask that you follow our Returns Policy for damaged or defective items. This means checking the items as soon as you receive them to make sure they are satisfactory, and contact us as soon as practical within the first 72 hours, and retain the original packaging until the matter is resolved. We will investigate this with our suppliers and provide further direction in line with our policy after this.

If a product fault arises after installation and is within the warrant period set out by the manufacturer, has been registered and installed with any conditions set out by them, we would ask you to document and send any photographic/video evidence to us so that this can be investigated with the manufacturer and our usual damaged/defective item policy will apply.

For both the Pay in 3 and Pay in 30 options offered, Klarna advises in their terms and conditions (Pay in 30 / Pay in 3) that is may conduct a limited credit search on any user with a credit reference agency. This is what is called a 'soft credit check', and won't affect your credit score or chances of credit in the future. However, this will be logged on credit files visible only to yourself. They will report information to credit reference agencies anbout payments, and any payments not made on time. This may affect your ability to obtain credit in the future both from Klarna and any other lenders.

Please note that Klarna also reserves the right to limit use of their service, prevent any further payments being made or to decline any payments.