A.   Here’s some background about how things work when completing your purchase:

humm can help you obtain credit for the goods / services you want by way of retail instalment plans through our retail partners. We have a range of partners who provide the option of finance instead of using your own funds.

When you purchase an item using humm, you will receive a code to complete your order either in store with a retailer sales representative or online via the shopping cart checkout. Once the terms of the contract are accepted by you an instalment agreement is set up with humm that day. We also settle the cost of the goods with the retailer on your behalf (usually within 24 hours). You will then receive a welcome email with further advice and information and a link to your customer portal.

B.   I wish to cancel my humm contract:

To cancel your contract please contact the retailer used for the purchase. They will need to agree that the sales contract can be cancelled. Once this is agreed they will need to process a cancellation through their humm portal in order for your finance agreement to be cancelled.

Please note humm cannot cancel contracts on behalf of retailers.

Once the cancellation is complete, any payments made to your humm contract, including any initial set up payments or fees, will be fully refunded to the card set up on your account and your card company will clear these in your bank account (usually within 5-10 business days). If your approval is still valid, the credit will be reinstated and you will be able to make a new purchase with any of our retailer partners.

C.   If my order is delayed do I need to continue payments with humm:

As we pay retailers for goods and services immediately, it isn’t possible to delay due payments for reasons such as availability or delayed delivery, and payments must be made as per the agreed terms.

D.   The store have advised they cancelled the purchase / service.

To verify if your contract has been cancelled, please log into your portal and ensure the status of the loan is Cancellation requested. If not, please re-contact the retailer.

E.  I want to cancel the contract but the retailer is refusing.

Your contract with the retailer for the supply of goods or services can only be cancelled by the retailer and humm has no legal right to do this on the retailer’s behalf.

F.   I bought goods online - who should I return them to?

You should contact the retailers customer support team by phone , email or live chat. You may be directed to go in store to complete the return of goods.

G. I need to return some of the goods I purchased.

You should contact the retailers customer support team by phone , email or live chat. You may be directed to go in store to complete the return of goods.

If the retailer accepts the returned goods they can process a partial refund to your humm loan agreement. When we receive the refund from the retailer we will apply the refund to any arrears on your Account first. Any remaining amount will be deducted from your outstanding balance. 

If: 

• the partial refund received is greater than the outstanding balance of the Facility, we will transfer the amount left over to your Payment Method; or: 

• the partial refund received is less than the outstanding balance of the Facility, we will adjust your Instalment Payments evenly over the remaining Term

H.   I did not receive the goods and the retailer has confirmed they were dispatched by them.

The retailer will need to contact their delivery / courier company and follow their standard procedure.

I.   I am not paying as I have not received my goods / service from your retail partner

humm bear no responsibility for delivery, stock, price or service issues. Before you enter into a sales contract with the retailer, ensure you are satisfied that you they can provide the products / services in line with your expectations.

If they do not, please contact us at [insert contact details] and we will investigate on your behalf.

It’s important that you continue to make your repayments to us on time as late payments are reported to the Central Credit Register. Missing payments may impact your credit file and make it more difficult for you to access credit in the future.