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Introducing: Etsy’s Purchase Protection program

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Introducing: Etsy’s Purchase Protection program

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Etsy Purchase Protection
Shop Confidently on Etsy.
We’ve made it easier than ever to get help in the rare case that something goes wrong when shopping from a small business. With Etsy’s Purchase Protection program, you can shop confidently knowing if something goes wrong, we've got your back.

Buyers will receive a full refund for purchases that don’t match the item description, arrive damaged, or never arrive. We believe that you should always get the item you ordered, or get your money back. All orders shipped on or after August 1 are eligible for Etsy Purchase Protection.

For sellers, we wanted to make running their business on Etsy more worry free–especially when something happens that is outside of their control. We’re excited to offer this benefit to our sellers at no additional cost to them. This is one of the many investments we’re making to support our Etsy community.

What’s eligible for Etsy Purchase Protection:
Your order doesn’t match the item description or photos.
For example, items shouldn’t be a different color, size, or material than what’s described or shown in the photos. They also shouldn’t have any missing parts or damage that wasn’t originally noted.
Your item arrived damaged.
Your item didn’t arrive or was lost in the mail.

How Etsy Purchase Protection works:
If you have an issue with an order, you’ll need to reach out to the seller as a first step. Sellers know their business best and by reaching out to them first they have an opportunity to help remedy the issue before Etsy steps in.

To do so, visit your purchases page, find the order you need help with, and click ‘Help with order.’
Once you message the seller through this page, we encourage them to respond within 48 hours. If you don’t hear back from them or still need help, you can choose to open a case, which means Etsy will step in to help resolve the issue.
If the order is eligible for Etsy Purchase Protection, you’ll receive a full refund. In order to be eligible for Etsy Purchase Protection, buyers must have a registered account on Etsy in good standing.
All orders shipped on or after August 1 are eligible for Etsy Purchase Protection.

See here for full program details.
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