Your return policy is not legal for the UK and EU countries. You might want to look up what is needed and fix that ASAP or they have a year and a day to request a refund and they don't even have to return the merchandise.
Here is how Etsy handles a support request:
You send an inquiry. They have up to 10 days to reply or review it if it was a takedown. But they don't always reply,
You send a 2nd request in a new thread. They close the original request and treat the new request as a new problem and kick you to the back of the line to start over with the canned responses.
So you need to be sure subsequent emails are in the same thread, and have a subject line of "I Still Need Help."
First, a bot will send you a canned response that doesn't solve your problem. It may include one that says their decision is final. It's not.
They will usually answer the next inquiry with a different form email that doesn't address your problem.
Maybe the third or fourth time you contact them in the same thread, a real person will review it. They still won't tell you what the problem was, or apologize if it was a mistake, but they will often reinstate your product with no further explanation. But if you haven't figured out on your own why the bot flagged it in the first place, they are likely to suspend it again the next time you make a change or renew it or the bot makes another sweep.
By then, usually a couple months have gone by. If you are persistent enough, they will usually take action, eventually. They probably get rid of 90% of their complaints at the Our Decision is Final letter.
