Do I have to return the money in full?

[AmosAntiquesStore]

Hello, my name is Zavalan Dumitru and I own Amos Antiques Store.
A customer who received the broken product due to faulty handling of the mail and there are pictures in this regard.
Do I have to return the money in full?
Please tell me what to do in this situation that I am facing for the first time.
Thank you
www.amosantiques.com

[VolklandCreative]

It’s a bummer. But, during COVID and the overwhelmed postal system I have had several pop up cards of mine be late in their delivery. I have just sent duplicate cards rather than suffer receiving a BAD review which can shut down an Etsy shop forever. It’s up to you, but if you want to remain in business... I would send their money back. It’s just the cost of doing business.