Etsy seller refusing refund

[elm26]

I added two items into my basket from the same shop along with some other bits, I changed my mind on those two items and forgot to remove them from my basket and I paid for them.

Literally within 1 minute of ordering, I messaged the seller to apologise and said I'd put the order through by mistake.

13 hours later she messaged to say they'd been made and shipped and she wasn't going to refund, is there anything I can do about this? I really don't need/want the items.

Thanks.

I think you're going to have to chalk it up to your mistake. Yes they could have refunded but aren't obliged to as it's your mistake.

If she'd already shipped them before she saw your message I can understand why she won't refund them but she could be more helpful about it.
I'm sure once you've returned the unwanted items she'll refund you.

I did exactly the same and emailed straight away.

The seller did cancel the sale-I got lucky.

But I had decided if she hadn't seen the message and sent them then I would suck it up and DD would get 2 scarves.

If they were shipped I can understand why she wouldn’t refund. Does her shop accept returns? If not, you will just have to chalk it up to experience.

Where they custom made items or generic from stock? If they aren't custom made then you are entitled to return them under distance selling regs.

What is the return policy for her shop? I can't really see how in 13 hours she never checked her Etsy messages but went ahead and made & processed your order during that time. I sell on Etsy and am always checking messages, particularly at this time of the year. Has she given tracking details for your order?

I sell on Etsy. If they aren't personalised/custom made items, legally you are entitled to return them for a full refund including the initial postage paid. You would be responsible for the return postage cost though

This is her own cancellation policy, cancel within 24 hours, I messaged within 2 minutes. I've just sent her the screenshot.

It's personalised as in one says Mum and the other says Dad but most of the items she sells do.

I would send her the screenshot of her policy, but if she's already sent them you will just have to return. Mum/Dad isn't specific enough personalisation for her to not allow you to return them. Legally, she MUST accept the return and refund you.

If you don't get a refund from the seller, take the matter up with your bank as you maybe able to get money back that way.

Open a case with Etsy. Quote their cancellation policy and add in all your evidence. Seller would have had to access her account to get your postage details so I find it hard to believe she didn’t see your message.

I'd open a dispute as she's gone against her own policy.

Did you specifically type in "mum" and "dad" as the personalisation for the products, or did you choose these from predefined options? If the latter you can still refund within 14 days of receipt.

Does anyone know where I stand now?

I'd keep going tbh. If that's the policy then she should accept that. What's the escalation procedure on Etsy?

I imagine it's pretty annoying for the seller to have people accidentally ordering stuff but I find it a little hard to believe she jumped and made the item immediately without double checking.

Maybe I'm wrong but she would have had to go to her account to get order details and dispatch address but expects you to believe she didn't see the message cancelling the order.

That sort of offer, the refund 25%, is typical of re-sellers of overseas tat, I'm afraid. I mean eBay/Etsy sellers who pretend to be in the UK but are in China, or are in the UK but are just the front of a seller of Chinese imported stuff.

In your shoes I would reply again pointing out that you are entitled to cancel under the 24 hour window of their own stated cancellation policy and also escalate to Etsy.

If they are adamant that they've shipped, you may have to wait for the items to arrive and then return them. Difficult if their returns policy says no returns on 'personalised' items (I agree these sound generic but if that's how they're described then that's their policy).

Unfortunately if my first suspicions are correct, they will give you an overseas return address and the cost will make it not worth returning.

Get Etsy to deal with it but I suspect you've bought from a drop seller who isn't even based in the UK.

The message they sent about 25% is very amateur

Take it up with Etsy as they are operating contrary to their own terms for cancellations.

If she still isn’t cooperative, make sure you give her shop a poor review - that usually makes them sit up and pay attention.

It worked for me.

It says that delivery will take between 2-3 weeks so I expect you're right about overseas seller. She's replied saying "but your product was made and shipped out within 24 hours" she's offered me 50% refund.

She also said that because they say "mum" and "dad" as many of her other items she sells do, they cannot be returned.

I know initially it's my fault, I should have double checked before using Apple Pay but I was juggling 7 month old DD and a dog around my feet waiting for a walk. Urgh. I guess I'll have to suck it up.

You can't really return anything personalised usually to any shop

I'd keep pushing. Also the personalised issue is slightly more nuanced than what some posters have said - see my previous question on this. I'm pretty familiar with the law here and I would definitely fight this in your situation.