Pigeon
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Refunds & returns

VEEBZ INC. · Effective August 24, 2026
How money comes back when something goes wrong, and what to expect at each step. The mechanics behind this are in the terms of service; this page is the practical version.

01The promise

Your money is held from the moment you buy until you say the item is right. If it never arrives, arrives broken, or isn't what was described, you get your money back. That's what the protection fee pays for, and it is the whole reason to buy here instead of meeting a stranger in a parking lot.

02When you're actually charged

Buying authorizes your card; it doesn't charge it. The money moves when the seller hands the parcel to the courier. Until that scan happens, no money has left your account.
  • Seller never ships → the authorization is released. You pay nothing, automatically.
  • You change your mind within 1 hour, before it ships → cancel it yourself from the order page.
  • The parcel stops moving for 7 days → we notice, tell you, and chase the courier. Your money stays held the whole time.

03The inspection window

You have 48 hours from delivery to open the parcel and decide. Approve it and the seller gets paid. Say something's wrong and the money stays held while we sort it out. Do nothing and it releases automatically when the window closes — we warn you six hours before that happens.

Open the parcel the day it lands. The window is short because the seller is a person waiting to be paid, not a warehouse.

04What counts as a problem

  • Not as described — a flaw that wasn't disclosed, the wrong size or colour, a different model.
  • Damaged — it arrived broken, whether the courier or the packing was at fault.
  • Wrong item — not the thing in the listing.
  • Not working — sold as functional, isn't.
  • Never arrived — tracking says delivered but it isn't there, or it's been in transit far too long.

Photos matter. A case with a clear photo of the problem next to the listing photo resolves in a day; one without takes a week and usually goes the other way.

05What doesn't count

Changing your mind, deciding it doesn't suit you, or finding it cheaper elsewhere aren't grounds for a refund — this is secondhand goods between two people, not a shop with a returns counter. Neither is a flaw that was described in the listing or visible in the photos, or normal wear on an item sold as used.

If you simply don't want it, message the seller. Plenty of them will take it back. They just aren't required to.

06How a case runs

Open it from the order page. The seller has 3 business days to do one of three things:
  • Refund you in full — done, money back, you keep the item.
  • Ask for the item back — the seller pays for the return ($4.99 for the label). You choose how it travels: drop it off free at any Stallion counter, or book a courier pickup from your door — that pickup fee comes off your refund. You have 5 days to hand it over; once it's scanned as delivered, you're refunded. If the return goes missing on the way back, you're refunded in full anyway — that one's on us.
  • Disagree — it comes to us.

If the seller says nothing at all within those 3 business days, you are refunded automatically and they take a strike.

07When we decide

We look at the listing text and photos, both sides' photos, the messages, and the courier record, and we decide where the held money goes. We aim to answer within two business days.

We're deciding what happens to money we're holding — nothing more. Our decision doesn't take away rights you have under Ontario consumer protection law or anywhere else, and it doesn't stop you disputing the charge with your bank, though telling us first is usually faster.

08What comes back

A full refund is the whole amount you paid — item, delivery and the protection fee. Partial refunds are whatever amount is agreed. Refunds go back to the card you paid with and take five to ten business days to appear, which is your bank's timing, not ours.

09If you're the seller

A case doesn't mean you did something wrong, and answering one quickly costs you nothing. Refunding a genuine problem yourself is faster than arguing and doesn't affect your account. Strikes come from ignoring cases and missing handover deadlines, not from having a case opened.

If the courier loses it, you still get paid. We buy the label, so the parcel is our contract, not yours. When one stops moving for 7 days we chase the courier ourselves — and if it's genuinely gone we refund the buyer out of our own pocket and pay you the sale in full: no strike, no deduction, and any door-pickup fee waived. The same goes for a return that goes missing on its way back to you.

The single best protection you have is the listing itself: 3+ real photos, a close-up of every flaw, and the flaw named in the description. We side with sellers who disclosed, and against ones who didn't.

Something wrong with an order right now? Open it from Buying and tap “Something's wrong”.
Questions about any of this: support@getpigeon.ca.