Etsy Return, Refund and Exchange Policy

Etsy Order Policies:

Read below for Etsy Order Return and Refund Policy, Price Match Policy, Exchange and Cancellation Policy.

Return, Refund & Exchange Policy for Etsy Sellers

Overview

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.

Return Policy Requirements

For Sellers Outside the EU

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.

For EU Sellers

The EU Omnibus Directive law, designed to protect consumers in the EU or EEA who shop online, requires some sellers to offer a minimum 14-day return and refund policy, also known as a “right of withdrawal” to orders shipping to the EU.

Setting Up Return Policies

Policy Configuration Options

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.

Simple Return Policy Template

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 shipping costs
• Buyers are responsible for any loss in value (as agreed upon with you) if an item isn’t returned in its original condition

Digital Items

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.

Etsy’s Purchase Protection Program

For Buyers

Buyers may receive a full refund for purchases that never arrive, arrive late, arrive damaged, or do not match the listing description. If an order does not meet the following expectations, you may receive a full refund, including all taxes and shipping costs.

Coverage Criteria

Your order is eligible for Etsy Purchase Protection if:

• Your order doesn’t match the item description or photos
• Your item arrived damaged
• Your item arrived after the estimated arrival date
• Your item didn’t arrive or was lost in the mail

Coverage Limits

With Etsy Purchase Protection for qualifying orders up to $250, Etsy may refund buyers and you’ll keep your earnings. Orders over $250 USD (including shipping and taxes) are not eligible for Etsy Purchase Protection.

Seller Eligibility for Purchase Protection

Requirements for Coverage

Orders are eligible for Etsy’s Purchase Protection program if:

• The order was shipped within your stated processing time
• Valid tracking was provided and/or it was mailed out with a shipping label purchased through Etsy
• Your listing has an estimated delivery date, which includes transit times and, where applicable, an origin zip code
• The item received by the buyer matches the photos and description on your listing

Additional Requirements

Fill out all of your Shop Policies (it’s especially important to have policies for returns, exchanges, and custom orders).

Case Resolution Process

Initial Contact

When a buyer is looking to return an item, get a refund, or otherwise notify a seller of a problem with their order on Etsy, the first thing they must do is contact the seller directly via the Help with Order link within Purchases and Reviews and let the seller know the issue.

Case Timeline

If the issue hasn’t been resolved and it’s been 48 hours since you first messaged the seller, and the estimated delivery date for your order has passed, ask Etsy to step in. Buyers can open cases for 100 days after the estimated delivery date.

Return Agreement Obligations

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.

Exclusions and Special Circumstances

Ineligible Items

Unless required by law, some disputes and transactions are ineligible for the case system, including:

• Items that have been altered, used, worn, washed, or discarded after receipt
• Items that are returned without a return agreement

Force Majeure

Items that arrive late due to forces outside the seller’s control, such as a carrier strike, severe weather event, war, civil unrest or similar event, as determined by Etsy in its sole discretion, do not qualify for Etsy’s Purchase Protection Program.

Best Practices for Sellers

1. Set Clear Policies: Clearly outline your return, exchange, and refund policies in your shop policies section
2. Respond Promptly: Sellers are expected to regularly respond to Messages, including Help with Order messages, from buyers
3. Accurate Descriptions: Use accurate photos and descriptions to avoid disputes
4. Proper Packaging: Package items securely to prevent damage during shipping
5. Tracking Information: Always provide valid tracking information for orders
6. Processing Times: Ship orders within your stated processing times

Etsy Customer Service:

Telephone Number: Not Available
Email ID: billing@etsy.com

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