The Poyst Guarantee — our promise to every buyer on the marketplace.
Effective Date: April 28, 2026
Every purchase on Poyst is backed by the Poyst Guarantee. We require every seller on the platform to honor the standards in this policy. If a seller's own listing terms are more generous than the Poyst Guarantee, you receive the better of the two; if a seller's terms are stricter, the Poyst Guarantee overrides them. Because Poyst supports many types of listings — physical goods, services, rentals, digital products, event tickets, and more — your specific refund and return rights depend on what you ordered. The sections below explain what's covered and how to file a claim.
Open the order from your Poyst account and choose "Request a refund" or "Report an issue."
Select the reason and provide supporting details — photos, message logs, or receipts. The seller has 3 business days to respond directly.
If you and the seller don't reach a resolution, Poyst will review the claim and make a final determination. Poyst's decision is binding on both parties and may include refunding you from the seller's payout or covering the refund directly when warranted.
Claims must be filed within the windows in Coverage by Listing Type below — generally 30 days of delivery for physical goods, 14 days of the service date for services, or within the cancellation window for rentals and event tickets. Outside those windows, we may still consider claims for clearly defective items, but coverage is not guaranteed.
Refund and return rights depend on what you ordered. Each listing displays the seller's policy at checkout, but the Poyst Guarantee below is the floor — sellers cannot offer less.
Physical goods (products, equipment, and marketplace items): You may return any eligible item within 30 days of delivery for any reason. Items must be in the same condition received, with original packaging where applicable. You pay return shipping for buyer's-remorse returns; Poyst or the seller covers return shipping for items that are defective, damaged, or not as described.
Services (in-person, online, and professional services): You receive a full refund if you cancel at least 24 hours before the service start time. Cancellations less than 24 hours in advance are at the seller's discretion unless the listing offers more lenient terms. Once a service has been performed, refunds are only available if the work was materially not as described.
Rentals and property bookings: Each rental listing displays its cancellation tier — Flexible (full refund up to 24 hours before start), Moderate (50% refund up to 5 days before, no refund after), or Strict (no refund within 7 days of start). Damage deposits are returned within 7 days of the rental ending, less any documented damages.
Digital goods, downloads, and online courses: Refundable only if defective or inaccessible, and only within 14 days of purchase. Once a digital file has been downloaded or course content has been accessed beyond a preview, the order is final, except in cases of clear technical fault.
Subscriptions: You may cancel any time from your account. Monthly subscriptions are not prorated — you keep access through the end of the current billing period. Annual subscriptions are fully refundable within 14 days of purchase or renewal; after that, no refund is issued for the current term.
Event tickets: Full refund up to 7 days before the event start. Within 7 days, refunds are at the organizer's discretion. If the event is canceled or rescheduled to a date you cannot attend, Poyst will issue a full refund regardless of the organizer's policy.
Quote-based and custom orders: Refund terms are set in the agreement between you and the seller. If the agreement is silent, you may cancel for a full refund before the seller has begun work; once work has started, refunds are at the seller's discretion subject to materials and labor already incurred.
Poyst does not permit restocking fees on physical goods. Sellers may not deduct any restocking, repackaging, or processing charge from your refund.
Once a refund is approved (either by the seller or by Poyst), funds are returned to your original payment method within 5–10 business days. Depending on your bank or card issuer, an additional 1–5 business days may be required for the funds to appear on your statement. Refunds for canceled rentals, services, or event tickets are issued the same way.
Every seller on Poyst agrees to honor the Poyst Guarantee as a condition of listing on the marketplace. Sellers may offer terms more generous than this policy — for example, longer return windows or free returns for any reason — but they may not impose terms stricter than what's described here for the buyer's listing type. Sellers who fail to honor the Guarantee may have refunds issued from their payout, may have listings removed, and may be suspended from the marketplace.
If you and the seller cannot reach a resolution, Poyst will review the claim and make a final determination. Poyst's resolution is binding on both parties and may include issuing a refund from the seller's payout, covering the refund directly when warranted, or denying the claim if it falls outside this policy.
We may update the Poyst Refund & Return Policy from time to time. Updates take effect when posted on this page and apply to orders placed after the update date. Orders placed before an update will be evaluated under the policy in effect at the time of purchase.
Questions about a refund or want to escalate a claim? Contact support@poyst.com with your order ID and a brief description, and our team will get back to you.