The EU Consumer Rights Directive sets out the rights of buyers in the EU when purchasing goods and services online, including the right to withdraw from a purchase within 14 days of receiving an item. Updated requirements under Directive (EU) 2023/2673 require traders to provide buyers with an accessible online withdrawal function. These rules apply to professional sellers — also known as traders — who sell to buyers in the EU, regardless of where the seller is based. If you make your listings available to EU buyers and you are designated as a trader on Etsy, these requirements apply to you.
Each EU member state implements the Directive through its own national law, so specific requirements and penalties may vary by country. Failure to comply can result in extended withdrawal periods, refund obligations, and penalties imposed by national consumer protection authorities. We recommend consulting a legal advisor if you are unsure whether or how these rules apply to your shop.
Buyers residing in countries that are subject to these regulations have the right to return an item within 14 days of receiving the item. Sellers affected by the regulations must clearly inform buyers residing in these countries about their right to return an item before the buyer makes a purchase (such as in the listing or the seller’s shop policies). Failure to do so will extend the withdrawal period by an additional year, meaning that buyers will have a period of one year and 14 (fourteen) days in which to return the item.
This right does not extend to custom-made products and certain perishable goods, unless otherwise specified by the seller. Digital content, including artwork and patterns, may not be eligible for return. If your items fall into one of these categories, you must clearly state this in your listing and explain why the right of withdrawal does not apply. If you do not, buyers may still be entitled to withdraw even for otherwise exempt items.
If a buyer exercises their right to return an item, you must reimburse all payments, including the original shipping charges, received from the buyer. If you have not received returned goods from a buyer, you may withhold such reimbursement provided that reimbursement occurs within 14 days of receipt of the returned goods. You are not required to cover the buyer's return shipping costs, provided you clearly stated this in your listings or shop policies before purchase. If you did not disclose that the buyer bears return shipping costs, you may be required to cover them yourself. If an item cannot be returned by post due to its nature, you should include an estimate of the return shipping costs in your listing or pre-purchase information.
How buyers submit withdrawal requests on Etsy Etsy is introducing a withdrawal request option to the Help With Order flow, accessible from a buyer's order history page. This helps you meet the EU requirement to provide buyers with an accessible online function to exercise their right of withdrawal. When a buyer submits a withdrawal request through Help With Order:
- You will receive a message referencing their request
- You are responsible for reviewing the request and issuing a refund if it is valid
- You must issue the refund within 14 days of receiving the request
- Etsy will only step in if a dispute arises about refund eligibility
Buyers may also contact you directly to exercise their right of withdrawal — for example by message — and you are still required to honour valid requests received through any channel.
Buyers also can but are not obligated to use a model withdrawal form (in other words, a cancellation form) if they wish to return a product.
Below are links to a model withdrawal form.
German Withdrawal Form
English Withdrawal Form
French Withdrawal Form
Disclaimer: This Help article contains legal information and not legal advice. If you are uncertain which laws apply to you or you have other legal questions or concerns, please consult an attorney. The reader assumes all responsibility for any and all use of this information. This page may be updated periodically.
Last updated on Jun 30, 2026