Setting return policies on your listings clearly displays important information to your buyers, including:

• Which items from your shop can be returned or exchanged, if any
• The time frame that you accept returns and exchanges

You can set different return and exchange policies for each physical listing you sell in your Etsy shop, or set one specific policy across all your physical listings. Buyers will see your return policies when viewing your listings. 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. Not having a return policy may result in your listings appearing lower in Etsy search. Learn more about Etsy’s Customer service standards. 

If you want to set shop-wide policies for things like your cancellation and privacy policies, you can do this through your shop policies. 

Jump to a section:

• How do I set return and exchange policies on my listings? 
• How do I change a listing’s return policy?
• How do I use a simple return policy?
• Do I need to accept returns or exchanges? 
• Can digital downloads be returned?
• How can I accept returns for items where customisation is optional? 

How do I set return and exchange policies on my listings? 

When creating or managing your listings, you have the option to create a new return policy, or to choose from one of your existing policies if you have any. We also have a simple policy template that you can choose instead of creating your own. You can also create and/or apply policies to multiple listings at once in Listings Manager.

To create a return and exchange policy through Policy settings:

1. Go to your Shop Manager. 
2. Navigate to Settings.
3. Select Policy settings.
4. Navigate to Returns and exchanges.
5. Select the Create Policy button.
6. Choose whether you accept returns and/or exchanges for that item by selecting the checkmark next to each option. 
7. Select the time frame that you’ll accept returns and exchanges for that item from the dropdown menu.
8. Select Save and apply. 
9. Select Publish. 

If you’ve created at least one policy in the past, a suggestion to use the policy you’ve set the most on your active listings will be shown. Select Apply, or select Choose another policy to either pick from your other existing policies or create a new one.

Once a policy has been created, it can only be deleted if it is not associated with any of your active listings. 

How do I change a listing’s return policy?

To change the policy you currently have applied to a listing:

1. Go to your Shop Manager. 
2. Select Listings. 
3. Select the listing whose policy you want to change.
4. Navigate to Returns and exchanges. 
5. Select the Change Policy button.
6. Select from one of your other existing policies. The listing’s current policy is displayed as Applied. 
7. If you want to create a new policy instead, choose the Create Policy button. 

You can also apply a return policy to multiple listings at once through your Listings Manager:

1. Go to your Shop Manager.
2. Select Listings.
3. Select the listing(s) whose policy you want to change.
4. Select Editing options.
5. Select Change return & exchange policies.
6. Apply an existing policy, or select Create policy to create a new policy. 

How do I use a simple return policy? 

If you choose to use the simple return policy template, the following settings are applied to your listing:

• Buyers can return or exchange the item.
• Buyers must return it within 30 days of delivery.
• Buyers are responsible for any return postage costs.* 
• Buyers are responsible for any loss in value (as agreed upon with you) if an item isn’t returned in its original condition.* 

Choose this option by selecting Apply simple policy in the listing editor. When you are satisfied with your listing, select Publish.  

* These settings are standard on all returns and not specific to the simple return policy. 

Do I need to accept returns or exchanges? 

If you’re a seller outside of the EU, all of your physical item listings must have a return policy set so buyers know what to expect when purchasing from you. However, whether you choose to accept returns or exchanges on your listings or not is completely optional and based on your individual business needs. Not having a return policy - even if that policy is “no returns accepted” - may result in your listings appearing lower in Etsy search results. 

Consumer protection laws in the EU require some sellers to offer a minimum 14-day return policy on orders that are delivered to those countries. For additional information on this, review this help article on EU law regarding returns and exchanges. 

Can digital downloads be returned? 

It’s not possible to set return or exchange policies on your digital listings. If a buyer contacts you about an issue with a digital item they’ve purchased, you can still choose to resolve the issue as you see fit.  

How can I accept returns for items where customisation is optional? 

If you offer an item in your shop that a buyer can choose to either purchase as-is or to customise, but only want to accept returns for non-customized or personalised orders, you can let buyers know in the FAQ section of your shop. You can also mention this in the relevant listing descriptions.

To edit your shop's FAQ:

1. Go to your Shop Manager
2. Select the pencil icon next to your shop name under Sales Channels. 
3. Under Frequently asked questions, choose Add an FAQ. 
4. Select Custom and personalised orders from the drop down. 
5. In the Answers text box, specify that you do not accept returns of customised or personalised orders. 
6. Select Save. 

You can also edit your Messages to Buyers to let shoppers know that you do not accept returns for customised or personalised items. Message to Buyers are included on order receipt pages and in the email buyers receive when they purchase from your shop.