How do I handle an Etsy refund request for a damaged item after 30 days?

Hi! Since the photos show real damage, I’d treat this as a “arrived damaged” issue (separate from a normal return) and reply kindly, then offer a clear resolution right away—usually either a free replacement or a refund. Even though your shop policy says 14 days for returns/exchanges, Etsy buyers can still use the “Help with order” flow and potentially open a case for damage within Etsy’s allowed timeframe (and Etsy won’t assist after a longer cutoff—Etsy mentions they can’t support refunds after 180 days), so it’s best to handle it calmly and document everything.

Here’s the approach I’d take:

1) Respond fast, empathetic, and solution-first
Thank them for the photos, apologize that it arrived broken, and confirm you’ll make it right. Then ask 2 quick questions that help you decide the best path:

• Did the box/outer packaging arrive damaged (and can they share a photo of the box + packing materials)?
• Do they prefer a replacement or a refund?

2) Pick the cleanest resolution (replacement vs refund)

• Offer a replacement if you can remake/reship easily and you’re confident the buyer still wants the item. This often keeps the customer happiest.
• Offer a refund if it’s one-of-a-kind, time-sensitive, or replacement shipping would be expensive/risky.

If the item is low-cost and clearly broken, many sellers don’t require a return (it’s usually not worth the extra friction). If it’s higher value, you can offer a return-for-refund, but if you do, you should generally cover return shipping for an “arrived damaged” situation.

3) When to suggest opening an Etsy case
Don’t lead with “open a case” as your only option (it can feel dismissive), but it’s totally reasonable to mention it as a way to get them helped quickly—especially if you shipped on time with tracking and the order may qualify for Etsy’s Purchase Protection.

A good way to phrase it is: you’re happy to resolve it directly or if they’d rather, they can open a case through Etsy and Etsy will review/refund according to their process.

4) Message you can copy/paste
“Thanks so much for reaching out—and I’m really sorry your item arrived broken. I appreciate the photos. I definitely want to make this right for you.
Just to confirm, could you send a photo of the outside of the box and the packing materials (if you still have them)? Also, would you prefer (A) a free replacement shipped out to you, or (B) a full refund?
If you’d rather have Etsy step in, you can also use ‘Help with order’ on the order and Etsy can review the damage claim—either way, I’ll cooperate to get this resolved quickly.”

5) Protect yourself for next time (quick policy tweak)
After you resolve this one, update your shop policies/FAQ to add something like: “Please report shipping damage within X days of delivery and include photos of the item and packaging.” (You can keep your 14-day return window for regular returns, but damage is its own category.)

If you tell me roughly the item price range and whether it was shipped with tracking/insurance, I can suggest which option (replace vs refund vs case) is most likely to be the least costly and least stressful for you.