Cancel Zip: Easy Method

What is Zip

Service overview

Zip is a payments provider that lets you split purchases into instalments in New Zealand.

Common options include an interest-free "Pay in 4" instalment plan and longer-term credit agreements ("Pay Longer").

How it is used

Zip is offered at online and physical retailers; the retailer and the chosen plan determine how payments and refunds are handled.

Zip agreements preserve your statutory consumer rights under New Zealand law.

How to cancel Zip

Cancelling Pay Longer (credit agreement)

• You have a right to cancel a Pay Longer agreement within 7 working days of receiving the disclosure statement under the Credit Contracts and Consumer Finance Act 2003.
• Give written notice to Zip by email, post, or via an employee to exercise this right.
• If you cancel, you must repay any payments already received unless you have returned the goods to the retailer.

Cancelling Pay in 4 or web purchases

• For Pay in 4, and agreements made via web, follow the retailer's returns and cancellation process first; Zip applies refunds after the retailer processes them.
• If the retailer will not resolve an issue (non-delivery or fault), contact Zip support to escalate the dispute.
• Keep written records of all communications and any proof of return or attempted delivery.

What happens when you cancel

Payments and obligations

Cancelling a Pay Longer agreement triggers repayment obligations for sums already advanced, unless the related goods are returned to the retailer.

If a retailer processes a refund, Zip will apply it to reduce your instalments or refund any excess to your card.

Account access and records

Your Zip account remains subject to normal terms; cancellation of a single agreement does not necessarily close your Zip account.

Zip retains records to meet legal and regulatory obligations and to respond to disputes.

Will I get a refund?

Retailer-dependent refunds

Refunds are controlled by the retailer's returns policy and applicable consumer law, not by a general Zip cooling-off period.

Once the retailer issues a refund, Zip applies it to your payment plan and refunds any excess to your card (this can take up to 7 business days depending on your bank).

Exceptions and timing

• There is no standalone 14-day automatic refund right from Zip; refunds depend on the retailer and statutory rights (e.g. Consumer Guarantees Act).
• If the retailer refuses a lawful refund and you cannot resolve it with Zip support, you may escalate to external dispute resolution.

Zip plans and pricing

Summary of core plans

Key pricing elements for Zip NZ include interest-free instalments and per-transaction late fees where applicable.

Zip NZ does not charge monthly or annual subscription fees; charges arise per transaction or for missed payments.

Pricing table

Your consumer rights in New Zealand

Statutory protections

Your Zip agreements explicitly preserve rights under the Credit Contracts and Consumer Finance Act 2003, the Consumer Guarantees Act 1993, and the Fair Trading Act 1986.

These laws govern cancellation rights for credit agreements, guarantees for goods and services, and protections against misleading conduct.

Dispute resolution

• If a retailer won’t resolve an issue (non-delivery, fault), escalate to Zip support for an internal review.
• After Zip’s internal complaints process, you may take unresolved complaints to the external dispute resolution scheme referenced by Zip.
• See Zip’s disputes and complaints information: Zip disputes and complaints.

Customer experiences

Positive feedback

• Users commonly find Zip easy to use and appreciate the interest-free Pay in 4 instalments for short-term budgeting.
• Many customers note a clear app interface and transparent receipts as helpful features.

Negative feedback

• Complaints include confusion about changing owed balances and difficulties dealing with disputes or refunds.
• Some users report concerns about establishment or service fees not being clearly disclosed in certain situations.

Documentation checklist

What to prepare before cancelling

• Copy of your Zip agreement and disclosure statement.
• Order number, retailer receipt, and proof of payment.
• Evidence of returns or delivery attempts (tracking, return confirmation).
• All communications with the retailer and with Zip support (emails, chat transcripts).

Where to send cancellation or dispute notices

• Send written cancellation or dispute notices via Zip’s support channels or by post to the address below.
• If unsure where to send, start at Zip’s disputes page: Zip disputes and complaints.

Common mistakes

Missing or late written notice

Many customers assume an oral request is sufficient; for Pay Longer cancellations you must provide written notice within 7 working days.

Failing to send written notice on time can leave you liable for repayment obligations under the agreement.

Relying on Zip for retailer refunds

Expecting Zip to automatically refund purchases without involving the retailer causes delays.

Start with the retailer’s returns policy, then inform Zip and provide evidence so they can apply any processed refund to your plan.

Comparative recap

Quick comparison

When to choose each option

Use Pay in 4 for short-term, interest-free instalments when the retailer accepts it and you can meet fortnightly payments.

Use Pay Longer for larger purchases requiring longer-term repayment, but note the 7 working day written cancellation window and legal disclosures.

After cancelling

Next steps

• Monitor your Zip account and bank/card statements for applied refunds or outstanding balances.
• Provide any requested evidence promptly to Zip or the retailer to speed resolution.
• If unresolved after Zip’s internal process, consider external dispute options referenced by Zip.

Useful links

• Zip disputes and complaints
• Pay Longer terms and disclosure

Address

Postal address

Zip Co NZ Finance Limited, Level 13, 5 - 7 Byron Avenue, Takapuna, Auckland, New Zealand.

Office level

Use the postal address above for written cancellation notices or postal correspondence related to disputes and repayments.