Each Etsy seller is responsible for their own policies regarding refunds, exchanges, and returns. Individual policies will vary from shop to shop.
You're required to set a return policy whenever you edit or create a new listing for a physical item, even if it's 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 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 Messages. Buyers are also encouraged to contact you if they experience any issues. Learn what to do if a buyer opens a case.
Learn about cancelling a sale.
Etsy Purchase Protection
With Etsy Purchase Protection for qualifying orders up to $250, Etsy may refund buyers and you’ll keep your earnings if:
- A buyer never received their package (for example, if it was lost in transit)
- Their item arrived after its estimated delivery date window
- Their item arrived damaged (for the first instance per calendar year*)
- Their item matches the listing description and photos, but a buyer claims it does not
Learn more about Etsy Purchase Protection for sellers.
Buyers are responsible for paying any customs duties, import duties, or other charges imposed by their country's government, payable on delivery. Items that arrive late or are not received due to buyer delay or refusal to pay charges owed upon delivery, do not qualify under Etsy's Purchase Protection Programme. In this instance, sellers are not responsible for refunds but may offer them at their discretion. Learn more.
European Union and United Kingdom
If you enter into a transaction with a buyer that is located in the European Union or United Kingdom, you are subject to comply with local consumer protection regulations, such as the EU Directive on Consumer Rights. Learn more about selling to EU and UK buyers.
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.