Return & Cancellation

If your order isn’t yet in assembly, you can cancel it. Learn more about canceling orders

You can request a return if the order is returnable and is in the “Received” status. Learn more about return terms and conditions

To return the product, create a return request in your account.

To return the product:

1. In the Orders section, click Return products.
2. Select the return reason. If it doesn’t correspond to the actual problem with the product, the request will be rejected.
3. Fill in the Comment field.
4. Add photos. The minimum number of photos and requirements for them depend on the return reason.
5. Select the return method and click Get a refund.

When the request is approved, return the product:

• If the product was delivered by the seller, follow our instructions. Learn more about returning products delivered by seller
• If the product was delivered by the Beyston partner, follow our instructions. Learn more about returning products delivered by Beyston partner

When returning a product of proper quality delivered by the seller, you must pay the shipping cost and if necessary, customs fees to the seller yourself.

A partner is a third-party delivery service that the seller has chosen to deliver the products. For example, Post Office, or FedEx.

To return the product delivered by partner or seller, make a return request and wait for it to be considered:

1. Open the Orders section and click the order number.
2. Click Return products.
3. Select the products you want to return. Follow the hints shown next to the fields of your request.
4. Fill out the return request.

The partner or seller will review your request and make a decision. The seller can:

• Approve the return request and refund your money without receiving the products.
• Approve the request and ask you to return the products. The seller can refund your money or reject the return after checking the product at the warehouse if the product is non-returnable.
• Learn more about the return terms and conditions.
• Offer partial compensation.
• Reject the return. If you don’t agree with the seller’s decision, you can open a dispute. The time limit for opening a dispute is indicated in the rejected request. Beyston will review the dispute within 3 days.

Send the Product

If you return a defective or wrong product, the seller compensates the return cost. Save the receipt with the cost of the package and shipping. Attach its photo or scan to your return request.

If you return a product of proper quality, the seller isn’t obliged to refund the money for package and shipping.

If the seller or partner approves the request, send them the product.

1. Prepare the product for shipping. Make sure that the product is complete and pack it carefully so it isn’t damaged in transit. Take a picture of the product before sending it to avoid disputes. If you don’t have the original package, use another one. The delivery service may not accept unpacked returns.
2. Put a note with the return number in the parcel. You can write the number on paper or print it out.
3. In the shipping form, specify the return number. For example, next to the recipient’s information.
4. Hand the return over to delivery. Send the product within 7 days after the request approval, otherwise it’ll be canceled. You’ll be able to re-issue for a return if product return period hasn’t expired.

If the shipping company name is indicated in the request, transfer the return to the pick-up point or with a courier of this company. If the seller hasn’t specified a delivery service, send the product by any shipping company or deliver it yourself to the specified address. Pay the services cost and attach the receipt to the return request.

If you return a product of improper quality, the seller will refund your delivery charge for the return after receiving and checking the products.

If the seller collects the return themselves you’ll get a call or email to agree out the date when the driver arrives.

If the product delivery is delayed, open a dispute. We’ll check the return status. You can open a dispute if the products are in transit for more than 14 days.

When the partner or seller receives the return, they have 7 days to check the quality of the product.

If the seller or Beyston have checked the products in the warehouse and rejected the return request, you’ll receive the products back. The seller will contact you to clarify the delivery address. If the seller doesn’t get in touch for a long time, contact our support team.

You’ll need to pay for the product delivery back from the seller.

If the seller rejected the return and you don’t agree with the decision, open a dispute.

Partial Compensation

Partial compensation is a product cost’s part refund for a defect that doesn’t directly affect the product performance. For example, a scratch or a small dent on household appliances.

If the seller offers partial compensation instead of returning the product, you have 3 days to make a decision. If you don’t accept the offer, it’s automatically rejected.

If you declined a partial compensation offer for the first time, the seller may repeat the offer. If you also reject it, the seller will make a different decision on the return request.

If you accept the partial compensation offer, you receive a part of the product cost, and the return request is closed.

If the product stops working or you find any defect after receiving a partial refund, create a new return request. You can do this if the return period of the product hasn’t expired. The seller will no longer be able to offer a partial compensation. If the return is approved, you’ll be refunded the remaining value of the product.

Disputes

If the seller rejects the return, but you don’t agree with the decision, you can open a dispute within 3–5 days. You can find the exact deadline for opening a dispute indicated in the rejected request. Beyston moderators review the request and decide whether the product is subject to return. The decision is made within 3 days.

You can open a dispute if:

• The seller rejects the return request.
• The seller receives the products, but decides that the products are non-returnable after checking them at the warehouse.
• The return is on the way for longer than 14 days.

Open a dispute

If the seller rejects your return or the return is on the way for more than 14 days, you’ll see the Open a dispute button in the request.

To open a dispute:

1. Open the request in the My orders section in your account.
2. Click Open a dispute. The request status will change to “Dispute opened”.

Types of disputes

You can track the request status in your account in the My orders section. If Beyston leaves a comment on the dispute resolution, it’s displayed in the request.

To get a refund, create a return request. Learn more about creating a return request

You receive a separate refund for each product and delivery. To view the refund status of canceled products, open the My Orders section in your account.

Refund period after cancelling the order

We charge the card immediately after you pay for the order. If you cancel the order, we refund the money within 72 hours.

The refund period depends on the bank and the payment system. Usually 5–10 days.

Refund period after returning products

We need to check the product before making a refund. Learn more about returning products

If the refund is approved, we’ll send the money within 10 days and a notification about it. The refund period depends on the bank and the payment system.

We can refund the delivery cost, if the product is of improper quality. For example, if:

• it’s fake;
• it doesn’t match the description or is entirely different from what was advertised;
• it was delivered expired or with sings of use;
• it was damaged during delivery or has visible defects;
• it’s missing parts or incomplete as a set;
• it functions poorly or doesn’t function at all.

If you return a product of proper quality, we don’t refund its delivery cost. For example, if the product didn’t fit.

Return products in proper condition, with no signs of use and in the same package as you received when you purchased them. We recommend that you keep the package of the product for as long as the return period lasts.

When preparing the return, pack the products so that they aren’t damaged during transportation.

Below are recommendations for packing some categories of products.

Liquids

Make sure the package is tight.

Fragile products

• Wrap the product with the film that came with the package.
• Put it in the box.
• Fill the empty space of the box with some materials, for example, with paper.

Bulky products

Use the manufacturer’s package, including foam blocks, which ensure safe shipping in a box.

Potentially dangerous products

Products filled with flammable substances are potentially dangerous and are accepted only with an empty fuel tank or cylinder. This ensures the safety of people and property.

Beyston may cancel the order completely for various reasons. For example, if:

• problems occurred when processing the order,
• we failed to deliver the order,
• you didn’t pay for the order,
• the products from the order ran out of stock before you had placed the order.

To find out why your order was canceled, navigate to My Orders and click on Why was the order cancelled?

If you paid for the order with a bank card, Beyston will immediately return you the money. It’s usually credited back to your card within 5–10 days. The actual term depends on the bank and the payment system.

Learn more about refunding money.

You can repeat the order with the products that are in stock: click Repeat order on the order page.

If you place an order but don’t pay for it, its status switches to Awaiting payment. If you don’t pay for the order within the specified time, the order will be canceled.

Part of the order was canceled

Beyston may cancel part of the order. For example, if the product is out of stock or the packaging of the product is damaged during delivery. This doesn’t affect the delivery of the rest of the order. You can track its status in your account.

If you no longer need the remaining products in the order, you can cancel it. Learn more about canceling your order

You can also place an order with a similar product:

1. On the missing product page, click Similar.
2. Select a product and add it to the cart.
3. Place an order.

If you find factory defects of a product during the warranty period, you can have it repaired free of charge. The warranty is provided by the manufacturer and valid if you’ve been using the product properly.

If you haven’t found an authorized manufacturer’s service center, contact the manufacturer’s hotline or our support team.

Product repair

Visit the service center and bring:

• the product,
• the warranty card that comes with the product.

Even if you don’t have a warranty card, by law you can have the product repaired. If the service center staff is still asking for a warranty card, contact our support team.

If the product can’t be repaired, the service center gives you a certificate stating that the product is beyond repair.

To get a refund for such a product:

1. Create a return request.
2. Attach a scan or photo of the certificate stating that the product is beyond repair.
3. Wait for the request approval.
4. When returning the product, put the original certificate stating that the product is beyond repair in the parcel.

If the manufacturer has stopped providing warranty service in your country:

1. Create a return request.
2. In the Describe the problem field, indicate that the manufacturer no longer provides warranty service in your country.
3. Wait for the request approval.
4. Hand over the product to the pick-up point or to the delivery service.

If you still have questions, contact our support team.

Non-warranty cases

Warranty service doesn’t apply to products whose defects occurred as a result of:

• Customer’s violation of the operation rules, storage, or transportation of the product.
• Actions of third parties:
  • repairs or modifications made by persons that aren’t authorized by the manufacturer, either in design or circuitry;
  • deviation from technical standards and norms of power supply, telecommunication, and cable networks;
  • incorrect installation or connection of the product.
• Acts of force majeure, for example, damages caused by natural disasters, fire, a stroke of lightning.
• Exposure to malware, for example, computer viruses.
• The result of an incorrect BIOS update for computer systems or software that led to malfunction of the product, both by the user themselves and by unauthorized persons.
• Using the product for business activities.