BUYER POLICY Etsy and Etsy Studio are venues where you can purchase unique goods directly from sellers around the world. Whether you are looking for handmade or vintage goods or craft supplies, we want you to have a positive experience shopping on Etsy and Etsy Studio. Please read on to find out more about your rights, as well as what is expected of you, as a buyer. This policy is a part of our Terms of Use. By shopping on Etsy or Etsy Studio, you’re agreeing to this policy and our Terms of Use. 1. Understanding Etsy’s Limitations as a Venue 2. Communicating with Other Etsy Members 3. Purchasing an Item on Etsy 4. Leaving a Review of an Item 5. Creating and Uploading Content 6. Reporting a Problem with an Order or Returning an Item 1. UNDERSTANDING ETSY’S LIMITATIONS AS A VENUE Etsy and Etsy Studio (which we collectively refer to as 'Etsy' throughout this policy) provide a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By shopping on Etsy, you understand that: You are not buying directly from Etsy, but from one of the many talented sellers on Etsy; Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); and Each seller on Etsy accepts different payment methods and has their own processing times, shipping methods and shop policies. As a member of the community, you have the opportunity to flag an item or a shop that violates any of Etsy’s policies. Flagging is confidential. 2. COMMUNICATING WITH OTHER ETSY MEMBERS CONVERSATIONS You can use Etsy’s Conversations (“Convos”) tool to communicate directly with sellers or other Etsy members. Convos are a great way to ask sellers any questions you have about an item or an order. Convos may not be used for the following activities: Sending unsolicited advertising or promotions, requests for donations or spam; Harassing or abusing another member or otherwise violating our Anti-Discrimination Policy; Contacting someone after they have explicitly asked you not to; or Interfering with a transaction or the business of another member. 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: Contacting another member via Etsy Conversations to warn them away from a particular member, shop or item; Posting in public areas to demonstrate or discuss a dispute with another member; Purchasing from a seller for the sole purpose of leaving a negative review; Maliciously clicking on a competitor's Promoted Listings ads in order to drain that member's advertising budget, also known as 'click fraud'. HARASSMENT Any use of Etsy Conversations to harass other members is strictly prohibited. Similarly, Conversations may not be used to support or glorify hatred or otherwise violate our Anti-Discrimination Policy. If you receive a Convo that violates this policy, please let us know right away. 3. PURCHASING AN ITEM ON ETSY When you buy from a shop on Etsy, you’re directly supporting an independent business, each with its unique listings, policies, processing times and payment systems. By making a purchase from a seller on Etsy, you agree that you: Have read the item description and shop policies before making a purchase; Have submitted appropriate payment for item(s) purchased; and Have provided accurate shipping information to the seller. You also agree to comply with our Etsy Payments Policy when you use Etsy Payments, and our Gift Cards & Etsy Credits Policy when you purchase or redeem Etsy Gift Cards or Etsy Credits. 4. LEAVING A REVIEW OF AN ITEM Reviews are a great way to learn about a seller’s items, help good sellers build a strong reputation, or help warn other buyers about a poor experience. You can leave a review, including a one to five star rating and a photograph of your purchase, for 100 days after your item’s expected delivery date. The estimated delivery date is the purchase date + processing time + shipping time. You can edit your review, including the photograph, any number of times during that 100-day period. By leaving a review or photograph, you acknowledge that: Your review and/or photograph and profile information will be publicly displayed on the seller's listing and review pages. Reviews and photographs may not: a. Contain private information; b. Contain obscene, racist or harassing language or imagery; c. Violate our Anti-Discrimination Policy; d. Contain prohibited medical drug claims; f. Contain advertising or spam; f. Be about things outside the seller’s control, such as a shipping carrier, Etsy, or a third party; or h. Undermine the integrity of the Reviews system. Extortion is not allowed on Etsy. Any attempt to manipulate reviews through threats, intimidation or bribery is considered extortion and is strictly prohibited on Etsy. Examples of extortion include the following: a. A buyer leaves a negative review in an attempt to force the seller into providing additional items that were not agreed upon in the original transaction. b. A buyer leaves a negative review in an attempt to force the seller into providing a refund when a refund is not warranted. See this Help article for more information. Shilling is not allowed on Etsy. Shilling is the fraudulent inflation of a shop’s reputation by use of an alternate account. The intent of shilling is to make a seller look more desirable by increasing the shop’s number of sales and overall review score. Not only does it violate our core value of transparency, but it is considered to be a deceptive business practice by the US Federal Trade Commission. Reviews must reflect the honest, unbiased opinions, findings, beliefs or experience of the buyer. For more information on shilling, including examples, please see this Help article. By uploading a photograph to one of Etsy’s websites or Etsy's mobile app, you warrant that: You own the photograph or you have the rights or permission to use the photograph; and You understand that, as stated in Etsy’s Terms of Use, Etsy has license to use any content you provide to Etsy. Sellers may respond to reviews of three or fewer stars. Sellers’ responses to reviews must also comply with this policy. Sellers may hide photographs that they do not feel accurately represent their brand, or they may report reviews that violate our Terms of Use. We reserve the right to remove reviews or photographs that violate our policies or Terms of Use. 5. CREATING AND UPLOADING CONTENT As a member of Etsy, you have the opportunity to create and upload a variety of content, like Convos, text, photos, and videos. In order to keep our community safe and respectful, you agree that you will not upload content that is: Abusive, threatening, defamatory, harassing, or otherwise in violation of our Anti-Discrimination Policy; Obscene or vulgar; In violation of someone else’s privacy or intellectual property rights; or False, deceptive or misleading. 6. REPORTING A PROBLEM WITH AN ORDER OR RETURNING AN ITEM ETSY’S CASE SYSTEM Although Etsy is not directly involved in a transaction between a buyer and a seller, we provide a case system in the unlikely event your purchase from a seller does not go as expected. You can use Etsy’s case system to come to a resolution with the seller in the event of a non-delivery or if an item you receive is not as described in the listing. (Click here to learn how to open a case.) By using Etsy’s Case System, you understand that under Etsy’s dispute resolution procedures, Etsy may use your personal information for the purpose of resolving disputes with other members. You can file a case under the following circumstances: NON-DELIVERY A non-delivery occurs when a buyer places an order and submits payment, but the seller does not ship the item or does not ship the item to the correct address. The following are examples of non-delivery cases: An item was never sent. An item was not sent to the address provided on Etsy. There is no proof that the item was shipped to the buyer’s address. NOT AS DESCRIBED An item is not as described if it is materially different from the seller’s listing description or photos. Here are a few examples of not as described cases: The item received is a different colour, model, version or size. The item has a different design or material. The item was advertised as authentic but is not authentic. The seller failed to disclose the fact that an item is damaged or is missing parts. A buyer purchased three items but only received two. The condition of the item is misrepresented. For example, the description at the time of purchase said the item was “new” and the item is used. Not as described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met: The item(s) were ordered for a specific date or event. The item(s) are rendered useless after that date. The seller did not ship the item(s) according to their processing time or the date agreed upon in Conversations. If Etsy determines that an item is not as described, the seller will be required to refund the original shipping and return shipping, in addition to the cost of the item. In the event that Etsy needs to refund the return shipping cost on behalf of the seller, that refund may come in the form of an Etsy Credit. For more information about Etsy Credits, please click here. INELIGIBLE TRANSACTIONS Some disputes don’t qualify for Etsy’s case system. These include: Items that have been purchased in person. Intangible items, services, or prohibited items. Transactions where payment is not made through Etsy Payments or Paypal. Items that are returned without a return agreement. Items that have been altered, used, worn, or washed after receiving them. Physical or tangible items that are not available for return because they have been destroyed or discarded by the buyer. Items that are received after the agreed-upon delivery date due to shipping delays. Cost of shipping disputes. REQUESTING A CANCELLATION Only sellers may cancel transactions. Buyers may request that a seller cancel an order via Etsy Conversations. Note that all cancellations must comply with our Anti-Discrimination Policy. RETURNING AN ITEM Each seller has his or her own return policies, which should be outlined in their Shop Policies. Not all sellers accept returns. If you reside in the European Union, you may be entitled to a 14-day “cooling off period,” or a “right of withdrawal,” during which you may return an item for any reason. Read more about the EU right of withdrawal in this Help article. Last updated on 02 Oct, 2017
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