Etsy return policy: what Etsy requires, and what is up to you
Etsy: 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.
Whether you accept returns is up to you; the policy is set per listing, not per shop. Consumer protection laws in the EU require some sellers to offer a minimum 14-day return policy on orders that ship to those countries.
Answer five questions to see which of Etsy’s rules apply to your listing.
This sorts Etsy’s own sentences by your answers; it is not legal advice. Etsy says EU rules apply to “some sellers” and points sellers to local consumer protection regulations.
Is a return policy required on Etsy?
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.
However, whether you choose to accept returns or exchanges on your listings or not is completely optional and based on your individual business needs.
Not having a return policy may result in your listings appearing lower in Etsy search.
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.
These policies are applied as you see fit to your individual listings rather than being a blanket return policy for your entire shop.
Each Etsy seller is responsible for their own policies regarding refunds, exchanges, and returns.
If you enter into a return agreement with a buyer via Messages or Etsy's case system, we require you to fulfill that agreement.
Etsy’s simple return policy
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.
The last two are not special to the template: These settings are standard on all returns and not specific to the simple return policy.
Selling to the EU and the UK
Consumer protection laws in the EU require some sellers to offer a minimum 14-day return policy on orders that ship to those countries.
Regulations in the EU give buyers the right to cancel or return their orders within 14 days of delivery.
If you set your return policy to less than 14 days, a banner reminding you of the EU right of withdrawal will appear on your Returns and exchanges policy page.
If you enter into a transaction with a buyer that is located in the European Union or United Kingdom, you are subject to comply with local consumer protection regulations, such as the EU Directive on Consumer Rights.
Digital downloads and personalized 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.
If you offer an item in your shop that a buyer can choose to either purchase as-is or to customize, but only want to accept returns for non-customized or personalized orders, you can let buyers know in the FAQ section of your shop.
You can also mention this in the relevant listing descriptions.
Message to Buyers are included on order receipt pages and in the email buyers receive when they purchase from your shop.
The rest of your shop policies
Your policies have several sections and are separated into different tabs: Returns & exchanges; Cancellations; Privacy, and Fixed.
Policies can’t be added or edited from the Etsy Seller app.
Set a shop-wide cancellation policy to let buyers know whether or not you accept cancellations after they place an order.
If you're a seller based in the EU or offer items to buyers there, you’re required to create and comply with a privacy policy that satisfies the requirements of the General Data Protection Regulation (GDPR).
- Fixed policies (estimated delivery dates, customs and import taxes, instant downloads):
These policies apply shop-wide and are not editable by sellers.
Buyers are responsible for paying any customs duties, import duties, or other charges imposed by their country's government, payable on delivery.
When a buyer makes a purchase, they’ll see a copy of your shop policies as of the time of purchase in their receipt email.
Once a policy has been created, it can only be deleted if it is not associated with any of your active listings.
When a return turns into a refund
If an order is eligible for Etsy Purchase Protection, Etsy will cover up to $250 (or the converted equivalent in your local currency) of a refund, and any remaining amount will be charged to the seller.
Whether an order qualifies: the free Purchase Protection checker. Which Etsy fees come back on a refund: fees on refunds. When a buyer can open a case: case timeline.
Sources: Etsy Help Center articles “How do I Set Return Policies on My Listings” (edited 28 August 2024), “How to Set Up Your Shop Policies” (edited 21 April 2025), “Refunds, Returns, and Exchanges for Sellers” (edited 7 May 2026), read on 22 October 2026. Quotes are copied word for word; the help center can change after that date.
Common questions
Do I have to accept returns on Etsy?
No. Etsy: “However, whether you choose to accept returns or exchanges on your listings or not is completely optional and based on your individual business needs.” Outside the EU you must still set a policy on every physical listing, even one that says you do not accept returns.
Is a return policy required on Etsy?
For sellers outside the EU, on physical items, yes. Etsy: “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.”
What is Etsy's simple return policy?
A template: buyers can return or exchange the item and “Buyers must return it within 30 days of delivery.” Buyers pay return shipping and any agreed loss in value, which Etsy says are standard on all returns.
Do Etsy sellers in the EU have to accept returns?
Etsy: “Consumer protection laws in the EU require some sellers to offer a minimum 14-day return policy on orders that ship to those countries.” “Regulations in the EU give buyers the right to cancel or return their orders within 14 days of delivery.” Etsy shows a reminder banner if a policy is set under 14 days.
Can digital downloads be returned on Etsy?
There is no return policy to set. Etsy: “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.”
How do I say no returns on personalized items?
Etsy suggests your shop FAQ, the listing description and Message to Buyers: “You can also mention this in the relevant listing descriptions.” “Message to Buyers are included on order receipt pages and in the email buyers receive when they purchase from your shop.”
Do you store what I choose?
No. The answer is worked out in your browser and your choices never leave it. We count anonymously that the page was used and which answer it showed.
Policies set. Now the listing itself.
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Start free →Rules are quoted from Etsy’s Help Center. · Purchase Protection checker · Fees on refunds · Case timeline · All free tools