Blyss
Legal

Refunds

Refunds Policy

Last updated: 26 May 2026

Digital products are different from physical ones — once you download a file, you can't really "return" it. But that doesn't mean Buyers should be stuck with broken or misrepresented products. This policy spells out when refunds happen on Blyss and how to request one.

When you can get a refund

You're entitled to a full refund if any of these apply:

  1. The product is undeliverable — the download fails, the file is corrupted, or the link expired before you could access it.
  2. The product is materially different from its listing — the seller said it includes 50 templates but only 10 are in the file; they advertised a video course but you got a PDF.
  3. You were charged twice for the same purchase due to a payment error.
  4. The product was removed from sale for a policy violation before you could fully access it.
  5. The seller never delivered within the time stated in their listing (most digital products deliver instantly).

Refunds are processed back to the original payment method within 5–10 business days for cards and within 3 business days for M-Pesa.

When refunds usually aren't issued

  • Buyer's remorse — if you change your mind after downloading a product that matches its listing, the sale is final.
  • Compatibility you didn't check — if the seller specified the product needs Photoshop CC 2024+ and you tried to open it in CS6, that's not a refund situation.
  • Skill mismatch — courses and templates require effort. We can't refund because you didn't get the result you hoped for.
  • Subscription periods already started — recurring subscription fees aren't pro-rated. You can cancel any time and won't be charged again, but the current period is non-refundable.

How to request a refund

Try the seller first. Most refund requests are resolved fastest when the Buyer and Seller talk directly. From your order page, click "Contact seller" and explain the issue. Sellers have 72 hours to respond.

If that doesn't work, escalate to Blyss. From the same order page, click "Open dispute" and we'll mediate. Provide:

  • Your order number
  • A clear description of the problem
  • Screenshots, file outputs, or any evidence

Blyss reviews disputes within 5 business days. If we side with the Buyer, the refund is processed and the Seller's payout is reversed. If we side with the Seller, we'll explain why.

Chargebacks

If you initiate a chargeback through your card issuer or bank without first contacting the Seller or Blyss, your account may be flagged. Chargebacks are expensive for everyone and we treat them as a last resort.

If you genuinely believe you've been defrauded, email [email protected] before disputing the charge with your bank — we can usually resolve it faster.

For Sellers

When a refund is approved:

  • The full sale amount is refunded to the Buyer
  • The platform fee is also reversed (you don't pay platform fees on refunded sales)
  • Paystack and M-Pesa transaction fees are not always recoverable; we'll absorb them where possible

A high refund rate is a signal we use during account review. Sellers with refund rates above 8% over a rolling 90-day window may be asked to improve listings or pause sales until quality stabilizes.

Contact

[email protected] — Dispute and refund escalations [email protected] — General help