Etsy is a venue made up of independent sellers who run their own shops. This means that each seller is responsible for their own policies regarding refunds, exchanges, and returns. Individual policies will vary from shop to shop.
If you’re a seller outside of the EU, you must set a return policy whenever you edit or create a new listing for a physical item, even if it is to let buyers know you do not accept returns or exchanges on that listing.
If you enter into a return agreement with a buyer via Etsy Messages or Etsy's case system, we require you to fulfil that agreement. This may include:
- Issuing a refund for the returned item(s)
- Providing Etsy with proof of dispatch for a replacement item
If you do have a problem with a transaction, it’s best to contact the buyer directly via Etsy Messages. Buyers are also encouraged to contact you if they experience any issues.
If the buyer does end up opening a case, this Help article explains what you need to do next.
For additional information about refunds and returns, take a look at these Help articles:
If you enter into a transaction with a buyer that is located in the European Union, you are subject to comply with the EU Directive on Consumer Rights.
For an EU buyer wishing to resolve a dispute with an EU seller: we believe our case system is the most effective and speediest means of resolving disputes between buyers and sellers. However, if you don't want to use our case system, you have the option of using the EU Online Dispute Resolution platform.