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New EU withdrawal rules for traders
Hi sellers,
In 2023, we shared information about the EU Consumer Rights Directive and how it may affect professional sellers, also known as traders, on Etsy.
Etsy is introducing a withdrawal request option to Help with Order for eligible EU orders.
To help you meet new European Union (EU) requirements, Etsy is adding this option to give buyers a simple way to request withdrawals within 14 days of receiving their item through the platform.
It applies to professional sellers (also called “traders”) who sell to buyers in the EU, including sellers based outside the EU.
What you need to do:
Confirm whether you’ve identified yourself as a trader on Etsy here.
Honor valid withdrawal requests and issue refunds that follow EU rules.
For eligible items, make sure your shop policies include at least a 14-day return window for all listings available in the EU, so buyers can see it before purchase.
For exempt items, clearly state in the listing itself that the item isn’t eligible for withdrawal. Some exempt items may include personalized items, perishable goods, unsealed hygiene items, and digital downloads.
If you don’t include a return policy or exemption notice in your listings, the withdrawal period may extend by up to 12 months.
When a buyer submits a withdrawal request through Help with Order:
You’ll receive a message referencing the request.
You’re responsible for reviewing the request and issuing a refund if it’s valid.
Refunds must be issued within 14 days of the request.
Refunds must include the item price and standard shipping costs. You are not required to cover the buyer's return shipping costs, provided this is clearly stated in your listings or shop policies.
You can wait to refund until the returned item arrives or the buyer provides proof of return.
Failure to honor valid withdrawal requests may result in penalties from national consumer protection authorities in the EU. Penalties vary by country and can be significant.
Learn more about managing withdrawal requests and refunds in the Help Center.
Thank you for being part of our global marketplace.
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James has been at Etsy for over 11 years and leads our Customer Operations team. His most recent Etsy purchase was custom letter press stationary for his sister's birthday.
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