Refunds & returns

Buyer protection is something we run and decide. It is not insurance and not a warranty. It covers orders paid through Pigeon, shipped with our label, with a case opened inside the inspection window. We can refuse or limit it where a claim is late, incomplete, or does not look genuine to us. It sits on top of your rights under the law and never takes them away.

• Seller never ships: the authorization is released. You pay nothing.
• 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.

Open the parcel the day it lands.

• 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 has been in transit three days or more with no delivery. You can open this one before the inspection window starts.

Photos matter. A clear photo of the problem next to the listing photo is what settles a case. Without one, we decide on the rest of the record, and that often means against you. Keep the item, unused and as it arrived, until the case is over. An item that has been used, washed, altered or thrown away is not covered.

If you simply don't want it, message the seller. Plenty of them will take it back. They just aren't required to. Anything arranged or paid for outside Pigeon is not covered at all.

• Refund you in full: money back, you keep the item.
• Ask for the item back: the seller pays for the return ($4.99 for the label). You drop it off free at any Stallion counter. You have 5 days to hand it over. If you don't, the case closes and the seller is paid. Send back the item you received, packed as it came. Once it's scanned as delivered, you're refunded. If the return goes missing on the way back you're refunded anyway.
• Disagree: it comes to us.

If the seller says nothing at all within those 3 business days, you are refunded and they take a strike. The one exception is a never-arrived case, which we decide on the courier record either way.

We decide on whatever both sides have given us by then, in our own judgment. A case with no photos is decided on the listing, the messages, and the courier record alone, and that usually goes against the person who opened it. Courier tracking counts as accurate unless someone shows us otherwise. We can decide for either side, in full. We tell you the outcome, not always the reasons.

Our decision is final on Pigeon. A closed case does not reopen. We're only deciding what happens to money we're holding, not legal claims. Our decision doesn't take away rights you have under Ontario consumer protection law or anywhere else. You can still dispute the charge with your bank, but tell us first: a chargeback filed instead of a case, or after we have refunded you, counts as abuse of protection.

A refund we later find was obtained by a false claim, or by returning something other than what was sent, can be taken back, and the account closed.

If the courier scans your parcel in and then loses it, we cover you. We buy the label, so the parcel is our contract, not yours. When one stops moving for 7 days we chase the courier ourselves. If it's genuinely gone we refund the buyer 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. A case where the buyer says the parcel never arrived is different: that is decided on the courier record like any other case.

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. A flaw named and shown is the strongest evidence a seller can have, and we weigh it heavily. Every case is still decided on its own record.