How long does a refund take to appear on my Juuli account?

When a merchant refunds a card payment, the money is returned to the same Juuli card you used to pay. The most common question we hear is simply: how long does that take? The honest answer is that it depends mostly on the merchant, not on Juuli.

Typical timing

Most refunds appear on your Juuli account within a few business days once the merchant has actually processed them. As a general guide:

Many refunds arrive within 1–5 business days after the merchant sends them.
Some can take up to around 10 business days, depending on the merchant and the card network's processing times.

As soon as the refund reaches us, it is credited back to your card balance automatically and you'll see it in your transaction history.

Why a refund can take time

A refund involves a few steps that happen outside of Juuli:

The merchant agrees to the refund and submits it on their side.
The card network and our payment partner process and route the funds back.
The refund is received and posted to your Juuli card balance.

The slowest step is almost always the first one. A merchant may take several days to action a refund after agreeing to it, and the clock for the steps above only starts once they do. If you're unsure whether a refund has been issued, it's worth checking with the merchant first.

How to check your refund

You can track everything from app.juuli.com:

Open your transaction history and look for a positive (incoming) entry on the card you paid with.
A refund appears as a separate credit — it does not simply remove the original payment line.
You can enable notifications in your settings so you're alerted when funds arrive.

What if it hasn't arrived?

If a reasonable amount of time has passed (for example, more than 10 business days after the merchant confirmed the refund) and you still don't see it, please:

Confirm with the merchant that the refund was issued, and ask for the date and amount.
Then contact us so we can help trace it. Having the original transaction details ready makes this much faster.

If the merchant will not refund you, or you don't recognise a charge at all, that's a different process.

Juuli is a regulated platform, not a bank; payment and e-money services are provided by Stripe Technology Europe, Limited, our authorised Electronic Money Institution. Refund timing is set by the merchant and the card network, so we can't guarantee an exact date — but the moment funds reach us, they're credited to you straight away.

Still have questions? Email our support team at support@juuli.com — share the original transaction date and amount, and we'll help you track down your refund.