How to get a refund from Etsy for an item not received
If you've ordered something unique on Etsy and it never arrived, it's incredibly frustrating. Don't worry, you have clear rights to get your money back. This guide will walk you through the steps to secure a refund for your missing purchase.
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Your primary protection on Etsy comes from their Buyer Protection Policy. This policy states that if an item you purchased never arrives, you are eligible for a full refund. If Etsy's process does not resolve the issue, you may also be protected by your payment provider. For UK consumers using a credit card for purchases over £100, Section 75 of the Consumer Credit Act 1974 offers protection. For debit card users or purchases under £100, a chargeback through your bank may be possible.
Step by step
- 1Contact the seller directly through Etsy messages to explain the item has not arrived and request a resolution, such as a full refund or a replacement. Give them a reasonable timeframe, such as 48 hours, to respond.
- 2If you don't hear back from the seller or they cannot resolve the issue, open a case with Etsy's Buyer Protection Program. You can do this from your Purchases page by clicking 'Help with order' and then 'Still need help?'.
- 3If the case is not resolved by the seller within 48 hours of opening it, or if you're not satisfied with their proposed solution, you can escalate the case to Etsy for review. Etsy will then step in to mediate and make a final decision.
- 4If Etsy's resolution is unsatisfactory, or if your case falls outside their policy, contact your bank or credit card provider to initiate a chargeback or Section 75 claim. Provide them with all evidence, including communication with the seller and Etsy's decision.
What they'll say, and your comeback
“The seller says the item is delayed and asks you to wait longer.”
Comeback, Etsy's Buyer Protection Policy has clear timelines. If the item is significantly past its estimated delivery date, or if the seller cannot provide new tracking information, you are entitled to a refund, not just indefinite waiting.
“The seller claims they shipped it and it's not their fault if the post office lost it.”
Comeback, Under consumer law, the seller is responsible for ensuring the item reaches you safely. If it's lost in transit, that is their liability, and you are entitled to a refund.
“The seller offers a replacement instead of a refund.”
Comeback, You have the right to choose a refund if the original item never arrived. Politely decline the replacement and reiterate your request for a full refund as per Etsy's policy.
FAQ
What if the tracking says delivered, but I didn't receive the item?
First, check with neighbours and your local post office. If you still can't find it, contact the seller and then open an Etsy case. Etsy may investigate, and in some cases, you might be asked to file a police report if theft is suspected.
How long do I have to open a case with Etsy?
You must open a case within 100 days of the item's estimated delivery date. Make sure to contact the seller first and wait 48 hours before opening the case.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.