When will I receive my refund?

Refund timeline

After a refund is issued, the time it takes to receive your money back depends on the original payment method.

Refund by payment method

How card refunds work

For card payments, the refund is sent directly back to the bank card you originally used. The processing time depends on your bank — typically 3 to 10 business days. IVO processes the refund immediately, but your bank may take additional time to reflect it on your statement.

How voucher refunds work

For non-card payments (bank transfer, payment terminal, post office), refunds are issued as an IVO refund voucher. This voucher:

• Is added to your account instantly
• Has the format IVO-XXXX-XXXX
• Is valid for 3 years
• Can be used on any future order at checkout
• Can be partially spent across multiple orders

Cash-out option

Refund vouchers marked as refundable can be cashed out — meaning you can request the money back to your bank account instead of using the voucher. To request a cash-out, go to your Vouchers page and click Cash Out on the eligible voucher.

When are refunds triggered?

Refunds happen automatically in these cases:

• The merchant cancels your order or part of it
• The merchant does not confirm the order in time
• You cancel your order before it is shipped
• A return is approved by the merchant
• A security check fails or expires

Check your refund status

You can see refund information in My Orders. On the order detail page, the timeline will show the refund status: Refunded (completed) or Refund pending (being processed). You will also receive an email confirmation when the refund is processed.

Need help?

If your card refund has not appeared after 10 business days, or if you have questions about a voucher refund, contact our support team.