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

Hi! Even though your shop policy says 14 days, I wouldn’t lead with “denied” here—respond like you’re taking it seriously, but also (politely) anchor on the timeline and focus on a solution that protects you if it turns into a case.

A good “best practice” reply is: acknowledge the damage + thank them for photos, note that the report is coming in about a month after delivery so you need a bit more info, and then offer 1–2 reasonable options (usually repair or replacement parts first, and a refund only if it’s truly not fixable). That keeps the buyer feeling helped without automatically paying for something that may not be a transit issue.

A simple approach that works well:

• Ask 2 quick questions (in Etsy Messages): “Was the outer box damaged when it arrived?” and “Has the item been used/installed yet, and if so when did it break?” (Don’t accuse—just gather facts.)
• Offer the lowest-risk remedy first: If it’s genuinely repairable, offer free troubleshooting + a repair (buyer ships it back, or you send a replacement part) or a replacement part kit. If it’s fragile and repair isn’t reliable, offer a replacement.
• Use partial refund only if it’s clean and agreeable: Partial refunds can backfire if the buyer still feels stuck with a broken item. I’d only do a partial refund if (a) they want to keep it as-is, (b) you’re confident it’s functional/repairable, and (c) you clearly document the agreement in Etsy Messages.
• Denial is an option, but phrase it carefully: If what you see strongly suggests post-delivery damage/misuse, you can say you can’t offer a free replacement/refund outside your return window—but still offer a paid repair/replacement part. A hard “no” with no path forward often triggers a case.

What to say about Etsy cases (important):

• Etsy generally requires the buyer to message you first and wait at least 48 hours before they can open a case, and once the order is eligible, they typically have 30 days to open a case (based on the order’s estimated delivery date/ship-by/processing-time rules). So a report “about a month after delivery” may be right on the edge of eligibility, or already outside it, depending on the order’s dates.
• If they do open an “item arrived damaged” case within the eligible window, Etsy often relies heavily on the photos and the order’s details. If the order qualifies for Etsy’s Purchase Protection, Etsy may refund the buyer and (for eligible orders/sellers) may cover the refund up to a set limit rather than taking it from you—but Etsy can still decide case-by-case.

A message you can copy/paste (edit to fit):
“Thanks for reaching out and for sending the photos—I'm really sorry it arrived in that condition. Since this is being reported about a month after delivery, I just want to understand what happened so I can offer the right fix. When it arrived, was the outer shipping box damaged, and has the item been used/installed since delivery (and if so, when did it break)?
Based on the photos, it looks like this may be repairable. I can offer [Option A: repair/parts] or [Option B: replacement]. Let me know which you’d prefer and I’ll take care of the next steps.”

If you tell me what you sell (glass/ceramic/wood/electronics, etc.) and whether you shipped with insurance/tracking, I can suggest the safest option (repair vs replacement) and how to word the return/repair logistics so you’re covered in Etsy Messages.