As a seller on Etsy, you're expected to clearly state your policies regarding returns and refunds in your shop policies. This includes:
- Whether or not you accept returns
- The time frame in which you may accept a return
- Who will pay for the cost of return shipping for any items that are sent back to you
If you enter into a return agreement with a buyer via Conversations or Etsy's case system, we require you to fulfill that agreement. This may include:
- Issuing a refund for the returned item(s)
- Providing Etsy with proof of shipping for a replacement item
If you do have a problem with a transaction, it's best to contact the buyer directly via Conversations. 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:
- Canceling a Sale
- Issuing an Etsy Payments Refund
- Refunding an Order via PayPal
- Seller Case Resolution
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 instead, which you can find here.