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Refunds, Returns, and Exchanges

For buyers

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.

Buyers

Before purchasing, it is best to locate and get familiar with the shop’s Returns & exchanges policy. You can view this information by clicking the Policies link at the top of their shop homepage. You can also go to the Shipping & Policies tab on an individual listing page.

Specific questions about a shop’s policies are best answered by the seller. You can use Conversations to contact the seller prior to ordering to get clarification.

Returning an item

It’s important to have a return agreement with the seller before you ship an item back. This means you’ll want to ensure that you have the following:

  • Confirmation from the seller via Conversations or Etsy's case system that they’ll accept the return
  • A return shipping address provided by the seller
  • The timeframe in which the seller expects to receive the returned item
  • An agreement determining which party is responsible for the cost of return shipping (the buyer or the seller)

​We also recommend holding on to all records of return shipment (like tracking information or a postal receipt) in case further action is required.

Take a look at these Help articles for more information about returns and refunds:
Canceling a Purchase
Contacting a Seller
Finding Your Refund

Issues with a transaction

Since each seller on Etsy runs their own shop, Etsy is not directly involved in transactions between individual buyers and sellers.

This also means when you encounter an issue with a transaction (such as a non-delivery or an item not being as described), we ask that you first contact the seller directly to work towards a resolution. Because Etsy is not directly involved in the transaction between buyers and sellers, we are unable to issue immediate refunds for purchases.

While it’s our hope that both the buyer and seller will come to a mutual resolution, we can’t guarantee this will be the case.

In the event that you’re unable to get in touch with the seller or work things out with them directly, the next step is opening a case.

Please be aware that not all issues will be eligible for mediation within Etsy's case system.

Here are a few resources that may help you:

Report a Problem with an Order
Buyer Protection on Etsy
Buyer Case Resolution
Why Can't I Open a Case?
EU Directive on Consumer Rights

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Sellers

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

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.

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