Poyst Refund & Return Policy

What the Poyst Guarantee Covers

• Not received: you paid for an order but never received it (lost in transit, undelivered service, no-show seller).
• Not as described: what you received is materially different from the listing — wrong item, wrong size or specifications, missing components, or significantly different condition.
• Defective: the item arrived damaged or non-functional, or the service was not performed as agreed.
• Changed your mind: returns and cancellations follow the seller's return policy shown on the listing and at checkout, within the timeframes for your order type (see Coverage by Listing Type below). If the seller doesn't accept change-of-mind returns, this part doesn't apply — the protections above still do.

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 days to respond to a problem claim (not received, damaged, or not as described) and 7 days to respond to a change-of-mind request.

If the seller declines a problem claim or doesn't respond in time, you can escalate it and 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.

For physical and digital goods, problem claims can be filed up to 30 days after delivery for items that arrived damaged or aren't as described, and up to 45 days after shipping for items that never arrived. Change-of-mind returns must be requested within the seller's return window. For services, rentals, and event tickets, see Coverage by Listing Type below. Outside those windows, we may still consider claims for clearly defective items, but coverage is not guaranteed.

Coverage by Listing Type

Refund and return rights depend on what you ordered. Each listing shows the seller's return policy, and checkout repeats it before you pay; that policy governs change-of-mind returns. The Poyst Guarantee protections above apply on top of it.

Physical goods (products, equipment, and marketplace items): Unless the listing says otherwise, you may return an item within 30 days of delivery for any reason. Sellers may set a different return window, offer free returns, charge a restocking fee, or mark items final sale (no returns); the listing and checkout show the terms that apply to your order. Items must be returned in the condition received, with original packaging where applicable. You pay return shipping for change-of-mind returns unless the listing offers free 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 policy, and refunds follow it automatically. Flexible: Full refund up to 24 hours before start; no refund after that. Moderate: Full refund up to 5 days before start; 50% refund up to 2 days before; no refund after that. Strict: Full refund up to 7 days before start; 50% refund up to 3 days before; no refund after that. Super strict: Full refund up to 14 days before start; 50% refund up to 7 days before; no refund after that. Service fees are refunded in the same proportion as the booking. Damage deposits are settled within 7 days of the rental ending, less any documented damages: where the deposit was placed as a hold on your card the hold is released and nothing was ever charged; where it was collected with your reservation it is refunded to your payment method.

Digital goods, downloads, and online courses: Refunds for a change of mind follow the seller's policy shown on the listing, and many digital items are final once downloaded or accessed. If a file is broken or corrupt, or you can't access what you paid for, you can file a claim under the Poyst Guarantee within 30 days of delivery.

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.

Restocking Fees

A seller may charge a restocking fee on change-of-mind returns only if the listing states it before you buy; the fee is shown on the listing and at checkout. No restocking fee is ever deducted from a refund for an item that didn't arrive, arrived damaged, or isn't as described.

Refund Processing Time

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.

What's Not Covered

• Claims filed outside the timeframes in Coverage by Listing Type.
• Returns or claims made in bad faith, including items returned in a condition substantially different from received, misuse, or fraudulent claims.
• Issues caused by a third party not under the seller's control, such as carrier delays beyond the seller's stated handling time or weather affecting an outdoor event.
• Goods that have been used, consumed, modified, or damaged by the buyer after receipt, except where the damage was caused by a defect.
• Change-of-mind returns on items the seller has marked final sale or no returns on the listing. Claims for items that didn't arrive, arrived damaged, or aren't as described are still covered.

Seller Obligations

Every seller on Poyst agrees, as a condition of selling on the marketplace, to honor the Poyst Guarantee and the return policy shown on their listings. Sellers choose their own policy for change-of-mind returns, but they can't refuse a claim for an item that didn't arrive, arrived damaged, or isn't as described. Sellers who fail to honor these obligations may have refunds issued from their payout, may have listings removed, and may be suspended from the marketplace.

Poyst's Role in Disputes

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.

Changes to 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.

Contact Us

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.