Etsy's Purchase Protection program was built to ensure that buyers and sellers have a positive experience on Etsy. This page explains how the Purchase Protection program works, and the types of items and transactions subject to the program.
The previous version of this policy can be viewed here.
This policy is a part of Etsy’s Terms of Use. By opening an Etsy shop, you’re agreeing to this policy and our Terms of Use.
Etsy is a unique marketplace. Buyers come here to purchase items that they might not find anywhere else. Everything listed for sale on Etsy must be handmade, vintage, or a craft supply.
Handmade items are items that are made and/or designed by you, the seller. Read our full Handmade Policy here.
If you sell handmade items, you agree that:
If you are selling personalized or made-to-order items in the Handmade category, you agree that:
For more information on how to list personalized items, please see this Help article.
Vintage items must be at least 20 years old. Click here to learn more about vintage items on Etsy.
Craft supplies are tools, ingredients, or materials whose primary purpose is for use in the creation of an item or special occasion. Craft supplies may be handmade, commercial, or vintage. Party supplies may also be sold as craft supplies. Click here to learn more about what may be sold as a craft supply.
We encourage you to be transparent about how your craft supplies were made and where your materials come from. You can disclose whether your items have social or environmental attributes, such as organic or recycled. You can also select the location of manufacture. Learn more here.
Even if they otherwise meet our marketplace criteria, prohibited items, services, and items that violate our intellectual property policies are not allowed to be sold on Etsy. All listings must offer an item for sale (which includes digitally delivered items and can also include reserved listings). You may not create an Etsy listing for the purpose of sharing a referral code, posting a want ad, or similar activity that does not offer a physical or digital item for sale.
Reselling is not allowed in the handmade category on Etsy. Reselling refers to listing an item as handmade when you were not involved in designing or making that item.
Keep in mind that members or, in some cases, third parties, may flag listings that appear to violate our policies for Etsy’s review. Etsy may remove any listings that violate its policies. Note that listing fees are non-refundable. Etsy may also suspend or terminate your account for any violations. You’ll still be on the hook to pay any outstanding fees on your Etsy statement. You can find more information in our Fees & Payments Policy.
If you are raising money on behalf of a charity, you must obtain that charity’s consent. Please see this Help article for more information about donating any portion of your sales to charity.
Your shop represents you and your business to the Etsy community. It’s important that you, your items, and your shop are honestly and accurately represented.
By selling on Etsy, you agree that you will:
Meeting service level standards
As a seller, you must provide great customer service and maintain trust with your buyers. These requirements are called Etsy Seller Service Level Standards. Etsy may reach out to you if your shop fails to meet Etsy’s Seller Service Level Standards. Read more here.
i. Messages
With Etsy’s “Messages”, you have the ability to communicate directly with your buyers or other Etsy members. Messages are a great way for buyers to ask you questions about an item or an order.
Messages may not be used for the following activities:
Interference
Interference occurs when a member intentionally interferes with another member’s shop in order to drive away their business. Interference is strictly prohibited on Etsy. Examples of interference include:
Harassment and discrimination
Any use of Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred or otherwise violate our Anti-Discrimination Policy. If you receive a Message that violates this policy, please let us know right away.
ii. Forums and teams
Forums and Teams are public spaces provided by Etsy where sellers can connect, but there are communication standards that must be followed. More information can be found in the Etsy Community Policy.
iii. Communicating cancellations
If you are unable to complete a transaction, you must notify the buyer via Messages and cancel the transaction. If the buyer already submitted payment, you must issue a full refund. You are encouraged to keep proof of any refunds in the event a dispute arises. All cancellations are subject to our Cancellation Policy.
European Union Right of Withdrawal Buyers in the European Union (EU), and in parallel buyers in the UK, may be entitled to a 14-day “right of withdrawal” after receiving an item, during which they may return an item for any reason. The details of this right vary by EU member state or in the UK. The right of withdrawal may not apply to certain items like custom items or perishable goods. Rights with respect to digital items vary by EU member state or in the UK. Read more about the EU and UK Right of Withdrawal in this Help article.
Please be aware that in addition to this policy, each country has its own laws surrounding shipping, cancellations, returns, and exchanges. Please familiarize yourself with the laws of your own country and those of your buyers’ countries.
Sellers may still cancel an order and work toward a resolution with a buyer as they see fit for policies applied to their shops, such as the digital items policy.
a. Reviews
Reviews are a great way for you to build a reputation on Etsy. Buyers can leave a review, including a one to five star rating and a photograph or video of their purchase, within 100 days after the latter date of their item’s estimated delivery date. If an estimated delivery date is not available, the review window opens after the order’s processing time and shipping time have elapsed. Buyers can edit their review, including the photograph or video, any number of times during that 100 day period.
On the rare occasion you receive an unfavorable review, you can reach out to the buyer or leave a response.
In addition to our rules for Creating and Uploading Content in Section 2a, reviews and your response to reviews may not:
b. Etsy’s case system
The Case system is how a buyer notifies Etsy of an order issue or dispute that they’re unable to resolve with a seller, in order for Etsy to help them reach a resolution.
“Buyers must contact sellers directly via the Help with Order link and attempt to resolve any outstanding issues before opening a case on Etsy.”
Etsy reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, seller inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system.
Buyers may file a case for items that never arrive, arrive damaged, or do not match the listing description as part of Etsy’s Purchase Protection Program (for more information on case eligibility, click here). Etsy may request your assistance in resolving a case opened against your shop. By using Etsy’s case system, you understand that Etsy may use your personal information for the purpose of resolving disputes with other members. For more information on our privacy policy, click here.
For certain cases, sellers are protected by Etsy’s Purchase Protection Program. If the case falls outside of Etsy’s Purchase Protection Program for Sellers, unless otherwise required by law, you will be required to refund the order, including original shipping and return shipping. Etsy reserves the right to issue a refund to the buyer and recoup funds from your account, including your payment account reserve, if payment was made via Etsy Payments.
c. Your seller account and Etsy’s terms
In order to keep Etsy safe and improve our Services, Etsy may take actions that limit the visibility of your shop, listings or ads, or that impact your payment account. In the event a shop sees unusual order activity, or Etsy otherwise believe that your actions or shop may result in buyer disputes, chargebacks, increased risk of fraud, counterfeiting, or other claims, Etsy may take actions such as limiting visibility of your account, or placing restrictions or reserves on your payments account, in accordance with their Terms of Use, including this Policy and Etsy Payments Policy. When appropriate and permitted by law, Etsy will communicate information to the affected seller about the issue.
In the event a shop sees an unusual spike in orders, particularly in a high demand category, a shop may see an increase or decrease in its search ranking. Often, if a shop sees an increase in fulfilled orders and good reviews, this may result in higher visibility and search rank. However, sometimes a rapid increase in orders can reduce visibility. Read more about how Etsy search works, and what factors impact search ranking, and how you can help optimize your listings and shop here and in The Ultimate Guide to Etsy Search.
In addition, Etsy may limit the visibility of listings or ads in the interest of keeping Etsy safe, and improving their Services. For example, listings or ads may have decreased visibility because they include terms that represent a prohibited item or based on third party policies. These listings or ads may also be restricted from appearing in one or more features of the Services. While these listings or ads may have limited visibility, they are still discoverable in search.
Etsy may make changes to onboarding or authentication processes for sellers at their sole discretion. Completion of these processes may be required for seller account activation or continued access and usage.
If Etsy has reason to believe you, Your Content, or your use of the Services violate their Terms, including this Seller Policy, Etsy may deactivate Your Content to some or all users, or suspend or terminate your account (and any accounts Etsy determines is related to your account) and your access to the Services. Sellers in the European Union can see more information here. Generally, Etsy will notify you that Your Content or account has been suspended or terminated, unless you’ve repeatedly violated their Terms or Etsy have legal or regulatory reasons preventing us from notifying you.
d. Etsy’s purchase protection program for sellers
Etsy also provides limited solutions to sellers who meet the requirements of their Purchase Protection Program for Sellers. Read more about Purchase Protection Program for Sellers here.
Last updated on Oct 20, 2022
Etsy's Purchase Protection program was built to ensure that buyers and sellers have a positive experience on Etsy. This page explains how the Purchase Protection program works, and the types of items and transactions subject to the program.
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