How To Get A Refund On Etsy | A Step-By-Step Guide

  • By: Reece Williams
  • Date: June 29, 2022
  • Time to read: 5 min.

Etsy is a fantastic platform to buy on, with unique items available at a click of a button. Etsy prides itself on ensuring customers get a good experience, and they support sellers to set, and meet the highest standards.

How To Get A Refund On Etsy

Infact, I have been buying from sellers on Etsy and have never had a bad experience.

However, there will always be times where an item doesn’t live up to the expectation. Or if a seller promises to get a delivery to you, but it gets lost in the post. Not only do these unfortunate events take place, but you are still covered by the same consumer protection, in the same way you are covered when you buy from Wallmart. If you don’t like the product you have the right to a refund.

Etsy is a platform that takes quality and seller promises very seriously. If you want a refund, then there are processes and actions you can take to get one.

How to get a refund on Etsy? There are several ways to get a refund on Etsy. Here are the steps I would take to get one:

  1. Ask the seller for a full refund. Explain the situation, and why you want a refund. This will more often then not get you a full refund. be sure to provide evidence if required (e.g. if the item is broken or faulty).
  2. Ask to Return the item. If the seller doesn’t want to issue a full refund, then request to send it back for a refund. This is usually the best option if there is nothing actually wrong with the item, but you decide you no longer like it.
  3. Open a Case through Etsy. A “Case” is where you are reporting an issue to Etsy – this is like a kind of “conflict resolution”. Etsy will have the power to get you a refund if you show you are due one. This should only be done as a last resort

The vast majority of issues are cleared up between the buyer and the seller, but Etsy is there in case you need them.

Can you get money back on Etsy?

Yes, if you are unhappy with the item you get from a seller on Etsy you are entitled to a refund. Sellers are professional sellers, and will handle refund requests with great customer service.

It is very rare for a seller to refuse a refund, especially if there has been an issue with the item itself, or the condition it arrived in. Just explain the situation and describe why you want a refund and you’ll be surprised with how often a seller will agree with you.

Remember, if a seller is being unreasonable you have the ability to:

  1. Open a Case against them
  2. Level an honest review

How to open a Case on Etsy

To open a case on Etsy you need to:

1. Sign in to and go to Your account. On the Etsy app, sign in and tap You

2. Go to Purchases and reviews.

3. Select Help with order next to the order you’re interested in. On the Etsy app, tap the order you’re interested in, then tap Help with order under your order.

4. Select Still need help?

5. Select Yes, I want to open a case.

6. Choose your reason for opening a case and select Next.

7. Provide the supporting details for your case.

8. Select Submit.

Can I open a case on Etsy as a Guest?

No, it is not currently possible to open a Case for an order if you purchased as a guest.

Here is what Etsy say about it

If you don’t see the option to open a case, you might instead see information that it is too early, too late, or a message needs to be sent to the seller. You may also have ordered as a guest.

If you did order as a guest and are having trouble with an order you can create an account and link the guest order to your new full account. To do this check out this article from Etsy on how to claim a guest order.

What happens if Etsy seller doesn’t ship?

An Etsy seller should always provide proof of shipping, as well as including a tracking link. This is now common practice for the vast majority of sellers.

But what do you do when an Etsy seller doesn’t ship an item? If you believe a seller hasn’t shipped an item then I recommend taking the following steps:

  1. Talk to the seller. Get clarification on the situation. Has the item been shipped? If not when is it likely to ship?
  2. Ask the seller if its been lost in the post. This is probably the most common situation. Couriers losing packages inn transit. Its frustrating for everyone involved, but it’s important that this isn’t the seller’s fault
  3. Ask for a refund. If they package has taken longer than is expected then you are entitled to a refund. This is true for when a package is lost in the post, or if the package has not been dispatched after the processing time is up
  4. Open a Case. This is the last resort. You can open a case if the seller is unresponsive or is being unreasonable. Most situations can be resolved by chatting with the seller, but this option is available if you need it

How long does it take Etsy to review a case?

Etsy can take up to a week to respond to open cases. This only happens once the Case has been escalated to Etsy – this option is only available after 3 days of inactivity.

Ideally Etsy wants sellers and buyers to resolve cases themselves, and will only get involved as a last resport.

Be sure to put as much information and evidence as you can on the case. This will help if Etsy do need to get involved at resolving the situation.


As I mentioned at the start of this article – the vast majority of issues are resolved between seller and buyer pretty quickly.

Sellers are professional, and will be open to reason and evidence. If you think you deserve a refund then its always best to explain the situation to the seller. you’ll be surprised with how often that works.