How to Set Up Your Etsy Shop's Return Policy

Obviously, you want all your Etsy customers to love your items. But — no disrespect — sometimes they won’t. When that happens, you need to refer buyers to your policy on returns and exchanges.

Your policy for returns and exchanges needs to cover the following:

  • Whether you accept returns or exchanges: Some sellers do; other sellers don’t. Be sure to spell out your policy on both regularly listed items and custom pieces.

    Some items just aren’t conducive to being returned — think panties, swimsuits, bath and beauty products, personalized items, and the like.

  • Under what circumstances returns or exchanges are permitted: Some sellers accept returns or exchanges for any reason, the theory being that they want their customers to be happy, no matter what. Other sellers allow returns or exchanges only in certain circumstances — for example, if the item doesn’t fit correctly or if it was damaged en route.

  • How long customers have to return or exchange an item: If you do allow returns and exchanges, you want to lay down the law on how long customers have to contact you with their concerns and send their item back to you — for example, 1 week, 2 weeks, or 30 days.

  • Who pays to ship the item back to you: Do you cover shipping costs, or does the buyer?

After you select your return and exchange policies, it’s time to add them to your Shop Policies page.

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