Returns, cancellations and refunds

Start with the reason for the return

DTI guidance distinguishes defective products from change-of-mind requests. Repair, replacement or refund can apply where consumer law provides a remedy; second-hand or as-is sales and buyer-caused damage need separate assessment. Ask DTI about your situation rather than assuming every sale has the same return rights.

DTI: return and exchange guidance ↗

Make a clear request

• Contact the seller promptly with the listing reference, what was agreed, what went wrong and the outcome you want: information, repair, replacement or refund. Keep the conversation and proof of the transaction.
• Before sending anything back, confirm the return address, recipient, delivery method, return charges and expected next step in writing. Keep a tracking record or receipt. Do not send a parcel to a public listing’s approximate location.
• An unboxing video is not required to open a Baylaya complaint. Keep whatever relevant evidence you have; do not discard a complaint just because you did not record a video. The complaint form currently accepts text, not file uploads.

Cancellation and changing your mind

Ask to cancel as soon as possible and get the seller’s response before assuming an agreement has ended. Check whether dispatch has already happened and whether agreed cancellation or return charges apply. A seller’s terms do not remove applicable legal rights.

Withdrawing a pending offer, archiving a conversation, closing a listing or blocking a contact does not cancel an external payment, delivery or accommodation arrangement. Discuss the actual agreement with the other person and keep the outcome in writing.

Confirming a refund

Agree the amount, payment method and expected date with the person or provider handling the refund. Check your own bank or payment app for cleared funds; a promise, screenshot or support status is not confirmation. Baylaya cannot reverse a seller-arranged transfer. Contact the payment provider promptly if you suspect an unauthorised payment.

Hotels, housing and services

Hotel dates, room counts and estimated totals on Baylaya prepare an enquiry; they do not create a reservation. Confirm availability, the final price, deposits, cancellation and refund conditions directly with the host before agreeing or paying. For housing or services, confirm the written rental, purchase or service agreement and any deposit conditions with the authorised provider.