Refunds, Returns, and Exchanges for Sellers

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.

As a seller on Etsy, you’re expected to clearly state your policies regarding returns and exchanges in your listings. This includes:

  • Whether or not you accept returns
  • The time frame in which you may accept a return

If you enter into a return agreement with a buyer via Etsy Messages 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 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:

European Union

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.

Questions about working with customers?

Ask the Community

Did this help?
Why didn’t this article help you? (select all that apply, required question)

Thanks for your feedback!

Still have questions?

Contact support