Bought something from

Etsy

that broke too soon?

Etsy operates differently from a traditional retailer - it’s a global marketplace of independent sellers. That means Etsy itself doesn’t provide a manufacturer’s warranty. Instead, Etsy protects buyers through the Etsy Purchase Protection Program, which acts as a transaction-level warranty to ensure you either receive your item as described or get your money back.

Coverage Summary – Etsy Purchase Protection:

• Items not as described: If the product differs significantly from the listing (wrong material, colour, or dimensions), Etsy ensures you get a full refund.
  
  
• Items damaged on arrival: If your order arrives broken or defective, Etsy will help you get reimbursed or receive a replacement.
  
  
• Items never delivered: If the item never arrives or arrives far beyond the estimated delivery window, you’re eligible for a refund.
  
  
• Missing or non-functional items: If your item arrives incomplete or DOA (dead on arrival), Etsy covers that under “not as described” or “damaged.”
  
  

Who’s Covered: All Etsy buyers, whether purchasing locally or internationally, are covered under the Etsy Purchase Protection Program, provided the purchase was made through Etsy’s official checkout system.

Duration: Buyers can open a case within 100 days of the estimated delivery date. This timeframe functions like a short-term warranty, protecting you during and after delivery.

Seller Warranties: Individual sellers may also offer their own product warranties (e.g., a 12-month repair promise for handcrafted furniture). These are optional and vary by seller. You’ll find them in the “Shop Policies” section of the seller’s Etsy store.

💡 In summary: Etsy’s “warranty” ensures you’re protected against defective, damaged, or misrepresented products - not long-term wear issues. You’re covered for safe, accurate delivery, not for post-use wear and tear.

If your Etsy order is defective, damaged, or never arrives, here’s how to file a claim using Etsy’s support system:

Step 1: Contact the seller first

• Go to Your Account → Purchases and Reviews.
  
  
• Click Help with order → Contact the seller.
  
  
• Politely explain the issue (e.g., “Item arrived damaged; attaching photos. Can you please help?”).
  
  
• Give the seller a chance to respond or resolve the issue within 48 hours.
  
  

Step 2: Wait for a response
Most sellers resolve issues quickly. Many send replacements or refunds immediately. Keep all communication within Etsy messages so it’s officially recorded.

Step 3: Open a case on Etsy
If the seller doesn’t reply or fails to fix the issue after 48 hours:

• Go back to Purchases and Reviews → Help with order → Still need help? Open a case.
  
  
• Select the issue type: “Item not as described,” “Item not received,” or “Item arrived damaged.”
  
  
• Add details and photos of the problem.
  
  

Step 4: Provide evidence
Upload photos showing the defect, damage, or difference from the listing. Etsy may request additional information, like screenshots of tracking delays or packaging photos.

Step 5: Etsy review and resolution
Etsy’s Trust & Safety team will review your case. Most are resolved within a few days, often issuing full refunds automatically for clear cases (e.g., items lost in transit or broken on arrival). You’ll receive a refund to your original payment method.

💡 Important: Always complete the process on Etsy. Don’t agree to off-platform refunds (like direct PayPal transfers), as these void Etsy's protection.

Etsy’s buyer protection is strong but not universal. Here’s when you might not qualify for a refund:

• Change of mind: If the item matches the description but you simply don’t like it, Etsy won’t refund you unless the seller’s policy allows returns.
  
  
• Accurately described items: If the listing disclosed variations (e.g., “handmade – each piece unique”), it’s not “not as described.”
  
  
• Used or altered items: Once you’ve used, washed, or modified the product, it’s no longer covered.
  
  
• Returns without agreement: Sending back items without the seller’s approval can void your eligibility.
  
  
• Off-platform transactions: If you paid outside Etsy (e.g., bank transfer, direct PayPal), you’re not covered.
  
  
• Incorrect shipping address: If the error was yours, Etsy won’t refund.
  
  
• Customs fees or shipping delays: Duties, taxes, or postal delays outside the seller’s control aren’t covered.
  
  
• Expired case window: You must open a case within 100 days of the estimated delivery date.
  
  

💡 Pro Tip: Always read each seller’s Shop Policies before purchasing. These outline their return and warranty terms, especially for custom or handmade items.

To support your Etsy claim, have these details ready:

• Order details: Found under Your Account → Purchases and Reviews. Include order number and item name.
  
  
• Message history: Keep all communication with the seller within Etsy’s platform — moderators can view it.
  
  
• Photos or videos: Provide clear proof of damage or misrepresentation (e.g., photo of broken item vs. listing image).
  
  
• Tracking evidence: For non-delivery claims, include tracking info or note “no tracking provided.”
  
  
• Keep the item: Don’t throw it away until Etsy finalises your case, they may request return evidence.
  
  

Etsy’s case system doesn’t require forms, just evidence and clear communication. Upload everything directly through the open case thread.

Etsy’s Purchase Protection process is much faster than traditional warranty systems.

Day 0–2: Contact the seller and wait up to 48 hours for a reply or resolution.
Day 3: Open a case if no response or unsatisfactory outcome.
Day 3–7: Etsy reviews the case. Most issues are refunded or resolved within a few business days.
Refund processing: After Etsy issues a refund, it typically appears in your bank or card account within 2–5 business days.

Typical total timeline:

• Simple cases: 3–5 days total.
  
  
• Complex cases (investigation or high value): Up to 2 weeks.
  
  
• Lost mail: May take longer if waiting for the expected delivery date before Etsy can step in.
  
  

💬 Customer insight: Many buyers report being “pleasantly surprised” by how quickly Etsy refunded them once a case was opened, often within 24–48 hours.